Refund policy

REFUND & RETURN POLICY

Because every lens we craft is custom-made to your prescription and your frames, our policy works differently than standard retail returns. Custom lenses cannot be resold or reused, so lens orders are final sale once production begins. Instead, you are protected by our satisfaction guarantee, free remakes, and a one-year manufacturing warranty, as described below.

30-DAY SATISFACTION WINDOW
You have 30 days from receiving your order to report any issue. Contact us through our contact page (lensfixers — Contact Us) with your order number and a description of the problem, and we will work with you to make it right.

FREE REMAKES
If the error is ours — lenses made incorrectly against the prescription you submitted, lenses that do not match the specifications you ordered, or defects in coatings, materials or workmanship — we will remake your lenses free of charge.

PRESCRIPTION CHANGES
If your prescription changes within 30 days of receiving your order, we offer a one-time remake at 50% off. A new prescription from a licensed optometrist is required, and the original lenses must be returned to us.

ORDER CANCELLATIONS
- Before you ship your frames to us: no fee, full refund.
- After we receive your frames but before production begins: a $25 cancellation fee applies.
- Once production has started: the order cannot be cancelled, as your lenses are already being custom-made.

FRAMES NOT SUITABLE FOR LENSES
If your frame arrives cracked, damaged, the wrong size, or made of a material we cannot work with, we will contact you right away. A $25 processing fee applies; your frame will be returned to you and the lens cost refunded minus that fee.

FRAME DAMAGE IN OUR CARE
We handle every frame with extreme care and a licensed optician inspects each order. In the unlikely event we damage your frame, we will provide a comparable replacement frame at no cost, a brand-name replacement at our cost, or a full refund. We cannot be held liable for pre-existing damage or the inherent fragility of pre-owned frames.

ONE-YEAR MANUFACTURING WARRANTY
Your lenses are covered for one year against coating defects (peeling, bubbling), material defects, manufacturing errors and workmanship issues. Normal wear and tear, scratches from use, and accidental damage are not covered.

RETURN SHIPPING
Free insured shipping both ways is included with your original order. For returns and remakes, return shipping is the customer's responsibility unless the error was ours — in which case we cover it.

HOW TO START A RETURN OR REMAKE
Contact us through the contact page on our website with your order number and a detailed description of the issue. Our care team is available Monday–Friday, 9am–5pm EST.