Return & Refund

LENSALTER is committed to ensuring your satisfaction with every purchase. If you are not completely satisfied with your order, please review the following policy and contact our Customer Service team before returning any item.

365-Day Warranty

LENSALTER provides a 365-day warranty beginning on the date the product is delivered. This warranty covers verified defects in materials and workmanship.

The warranty does not cover damage caused by accidents, misuse, improper care, normal wear and tear, or unauthorized repairs or alterations.

Due to the delicate structure of rimless glasses, accidental breakage or damage caused by improper use is not covered by this warranty. However, verified manufacturing defects in rimless glasses remain covered by the 365-day warranty.

14-Day Return & Exchange

Eligible products may be returned within 14 days of delivery. Eligible non-customized products may also be exchanged within this 14-day period.

Return or exchange requests for non-quality reasons must be submitted within 14 days of delivery. Requests submitted after the 14-day period cannot be accepted.

Each eligible order is limited to one return or exchange request. Additional return or exchange requests for the same order will not be accepted.

Prescription lenses and other customized glasses are not eligible for exchanges requested for personal preference or other non-quality reasons.

Return Authorization Required

Before returning any item, please contact our Customer Service team at support@lensalter.com to request return authorization.

Once your request has been reviewed and approved, LENSALTER will provide an authorized return shipping label and detailed return instructions. All returns must be shipped using the return shipping label provided by LENSALTER.

Please do not arrange or ship a return independently. Do not send your return to the sender’s address shown on the original package or to any address that has not been confirmed by our Customer Service team.

Packages returned without prior authorization or without using the return shipping label provided by LENSALTER may be refused or may be impossible to identify and match to the corresponding order. If we are unable to identify or match a returned package to an order, no refund can be issued.

LENSALTER is not responsible for loss, delays, additional charges, or packages sent to an unauthorized or incorrect address.

Providing return authorization or a return shipping label does not guarantee a refund. All returned products must be received, identified, and inspected before refund eligibility can be confirmed.

Refund Policy for Frame-Only Orders

Orders Containing One or Two Frame-Only Products

If you are not satisfied with your purchase, you may request a refund within 14 days of delivery.

Original shipping charges are non-refundable. If the order qualified for free shipping, the actual outbound shipping cost will be deducted from the refund.

For non-quality returns, the cost of the return shipping label provided by LENSALTER will also be deducted from the refund.

Orders Containing More Than Two Frame-Only Products

If an order contains more than two frame-only products and more than two products are returned for a non-quality reason, the original shipping cost is non-refundable.

A return handling and shipping fee of $4.99 will apply to each frame returned beyond the first two returned frames.

If the order qualified for free shipping, the actual outbound shipping cost will also be deducted from the refund.

Orders Containing More Than Two Rimless Frame-Only Products

For non-quality returns involving more than two rimless frame-only products

Original shipping charges and return shipping costs are non-refundable. If the order qualified for free shipping, the actual outbound shipping cost will be deducted from the refund.

Refund Policy for Prescription and Customized Glasses

Prescription lenses and other customized lenses are made specifically according to the information provided with each order and cannot be reused or resold.

For an eligible non-quality return, the refund will be calculated by deducting 50% of the original lens price from the total amount paid.

Original shipping charges are non-refundable. If the order qualified for free shipping, the actual outbound shipping cost will be deducted from the refund. The cost of the return shipping label will also be deducted from the refund.

The remaining eligible balance will be issued as the final refund.

Customized prescription glasses are not eligible for exchange for personal-preference or other non-quality reasons.

Quality Issues and Manufacturing Errors

If you believe your glasses have a quality issue or were made incorrectly, please contact us and provide your order number, a description of the issue, and clear photos or videos showing the problem.

If we verify that the issue was caused by an error in our manufacturing or processing, we will offer one of the following solutions:

  • Remake the affected glasses at no additional charge; or

  • Issue a 100% refund for the affected product to the original payment method.

For verified quality issues or manufacturing errors caused by LENSALTER, we will cover the authorized return shipping cost.

Damage caused by accidents, misuse, improper care, normal wear and tear, or incorrect prescription information submitted by the customer is not considered a manufacturing defect.

Return Requirements

To qualify for a refund, all returned products must meet the following requirements:

  • The return request must be submitted within the applicable return period.

  • The return must be approved by our Customer Service team.

  • The package must be shipped using the return shipping label provided by LENSALTER.

  • The products must be returned in their original condition.

  • All original items and packaging must be included, including the glasses, glasses case, accessories, and any promotional gifts received with the order.

  • The package must include a note containing the customer’s name, order number, email address, and reason for the return.

  • The products must not show signs of misuse, unauthorized alteration, or accidental damage.

Please make sure that no non-LENSALTER products are included in your return package. LENSALTER is not responsible for storing or returning items that were not purchased from us.

Return Shipping Costs

If the return is requested because of personal preference, incorrect information submitted by the customer, or another non-quality reason, the customer is responsible for the return shipping cost.

LENSALTER will provide the authorized return shipping label, and the cost of that label will be deducted from the final refund.

If the return is caused by a verified quality issue, manufacturing error, damaged product, or incorrect item sent by LENSALTER, we will cover the authorized return shipping cost.

Order Modification and Cancellation

If you need to modify or cancel your order, please contact our Customer Service team within 24 hours of placing the order.

Because prescription and customized glasses may enter production after 24 hours, modification or cancellation fees may apply depending on the production status:

  • Before customization begins: No cancellation fee

  • During customization: 10% of the total order amount

  • After shipment: 50% of the total order amount

If a requested modification increases the product price, the customer will be responsible for paying the price difference.

Orders that have already been delivered are subject to the Return & Refund Policy above.

Refund Processing

Refunds will only be issued after the returned package has been successfully identified, received, inspected, and confirmed to meet all requirements of this policy.

Approved refunds will be issued to the original payment method used for the purchase.

Please allow 3–5 business days for the refund to appear in your account after it has been processed. The exact processing time may vary depending on your bank or payment provider.

Original shipping charges, return shipping costs, handling charges, and other applicable deductions are non-refundable unless the return is caused by a verified error made by LENSALTER or otherwise required by applicable law.

Contact Us

If you have any questions or would like to request a return, please contact us before sending any item back.

Email: support@lensalter.com

Telephone: +1 (825) 986-4198
Customer Service Hours: 9:00 AM–5:00 PM ET

Nothing in this policy excludes or limits any non-waivable consumer rights available under applicable law.