FAQ - Warranty and Returns
Products and Services
We offer a 30-day money back guarantee against
prescription accuracy. Our frames are also covered under a 1 year
warranty against manufacturers' defects. Read more here
A. Glasses Frames - 1 year warranty against
frames are warranted for 1 Year from the date of purchase
against any manufacturers' defects. Manufacturers' warranties
against defects include hinges and welding points. Manufacturer’s
warranties against defects DO NOT include: flagrant misuse causing
frame damage, scratching or tarnish; pet damage; destruction or
damage by vehicle; stepping on or sitting on the frame; bending
or twisting the frame; or any other damage not considered a manufacturing
If the glasses are returned within the warranty period, and we
find that the breakage was due to a defect in material or workmanship,
the glasses will be repaired or replaced at our option and returned
to the sender.
To determine if your frame falls within the guidelines
for manufacturer’s defect, please contact
B. Prescription Lenses
The guarantee on prescription lenses covers any
faults to lenses on receipt of goods or the lenses not having
been manufactured to the prescription given to us at the time
of order. Prescription lenses are warranted for 12 months from
the date of dispatch against damage due to manufacturer's defect.
It does not cover damage or breakage such as crazing, chipping
caused by yourself.
We highly recommend impact resistant lenses, for example,
polycarbonate, high index 1.60, high index 1.67 lenses,
for semi-rimless frames and child wearers. Chipping problem
found on none impact resistant lenses fitted to semi-rimless
frames are not covered by warranty. Examples of none impact
resistant lenses are CR39 lenses or index 1.50 lenses, index
Every prescription lens we supply automatically comes with a scratch-resistant
coating. However, no lens is scratch proof and rough handling
or incorrect cleaning can still scuff them up or create surface
scratches. Please note scratch on lenses is considered wearing,
hence is not covered by warranty.
In the event your lenses scratch to the point you want them replaced,
we offer a one time replacement of scratched lenses within a year
of purchase date for 10% off the original cost of the lenses,
plus return shipping charges.
To determine if your lenses fall within the guidelines for 10%
off lens replacement offer, please contact
We guarantee 100% accuracy on all prescriptions as per order or
they will be remade at no charge. However, we do not take the
responsibility for incorrect prescription provided when you place
your order. Please check that the prescription information you
entered is correct before submitting your order.
Bear in mind glasses require proper handling and
care to avoid damage and to extend their life time. Please visit
"Care Instructions for
" for more details.
No refund will be given if you have changed your
mind about the product and no longer wish to keep it.
We do not issue refunds for incorrect choices.
Our E Try-on®
allows you to virtually try on the glasses so that you would
know the look of the glasses on your face and whether they fit
or not. It is recommended to utilize our E Try-on software to
try on the glasss before purchase if you have doubt about the
look of the glasses.
You can also contact our customer
if you have any question about the product before
Please notify us within 7 days if you receive
a faulty or damaged item. Our customer service team will
send you a return authorization number.
Please return the item to us within 14 calendar days from
delivery for replacement. When you send the item, please
make sure you include your full name, order number, return authorization
number and a full description of the problem.
Yes we will still accept the item, but we would
prefer the original packaging eg, case and cleaning cloth etc.
:-) Please make sure that the item is securely packaged and is
not subject to damage in transit back to us.