Help Center
Returns, Exchanges & the Risk Free Warranty
Most orders at Payne Glasses include full protection free. If any pair in your order is priced over $100, your entire order — every pair in it — includes the Risk Free Warranty at no cost, whether or not you're a member. Insider and VIP members get it free on every order. Any other U.S. order can add it at checkout (typically starting around 10% of your order total), or by contacting us any time before the order ships. With it, you get a full refund — glasses and shipping — or up to two free exchanges, within 30 days of delivery.
What the Risk Free Warranty covers
- Up to two 100% exchanges within 30 days of delivery — change your frame, update your prescription, or correct a PD or lens measurement.
- One 100% refund to your original payment method within 30 days of delivery, issued once we receive your returned glasses. We provide a prepaid return label, and shipping is refunded when the entire order is returned.
- One free replacement for manufacturing defects within 6 months.
- One replacement if your package is lost in transit, reported within 3 days of the shipping carrier marking the package as delivered.
The Risk Free Warranty fee itself is not refundable. Available on orders shipped to U.S. addresses; orders outside the U.S. are covered by our 30-day Limited Warranty.
What the Risk Free Warranty costs
| Your situation | Your cost |
|---|---|
| Any pair in your order is over $100 | Free — your entire order is covered automatically |
| You're an Insider or VIP member | Free on every order |
| Any other U.S. order | Calculated at checkout — typically starting around 10% of your order total; orders that include a pair over $40 typically qualify for 40% off the premium |
Pair price means the price you actually paid for that pair after discounts, before tax, shipping, or warranty cost. Your exact warranty price appears at checkout and may change with your shipping method (a refund includes your shipping, so faster shipping means a slightly higher premium).
The Limited Warranty (included with every order)
Every order is covered for 30 days from delivery, at no charge:
- One 100% exchange toward replacement glasses, or a refund of 50% of original product price.
- No-cost remake for confirmed manufacturing defects within 30 days.
- Return shipping is paid by the customer, and original shipping is not refundable (if your order shipped free, $5.95 is deducted from a refund).
Why isn't every return a full refund?
Because your glasses are made for you. Prescription lenses are cut, coated, and edged to your exact prescription and pupillary distance — a returned pair can't be restocked and resold. And with complete prescription glasses starting at $5.95, there is no hidden markup quietly absorbing the cost of discarded custom lenses. Retailers who advertise "free returns" price those returns into every pair. We keep base prices at cost and include full protection free once any pair in your order is over $100.
Side by side
| Limited Warranty (every order) | Risk Free Warranty | |
|---|---|---|
| Exchanges | One 100% exchange | Up to two 100% exchanges |
| Refund | 50% of original product price* | 100%, including shipping (full-order returns) |
| Return shipping | Paid by customer | Prepaid label included |
| Manufacturing defects | 30 days | 6 months |
| Lost in transit | — | One replacement (report within 3 days) |
| Frame-only returns | Full refund minus $3.95/frame restocking | Full refund, no restocking fee |
*Under limited warranty, you will receive half the price of the item, minus any shipping costs that have already been waived and any discounts applied.
**The value of an exchange or refund cannot exceed the value of the original amount paid.
How to start a return or exchange
Within 30 days of delivery, email help@payneglasses.com with your account name, order number or order email, and the reason. Glasses that arrive damaged — including scratched lenses — should be reported within 72 hours of delivery. Not covered: accidental damage, loss or theft after delivery, and ordinary lens scratches from use.
Replacement pairs are covered for the remainder of your original 30-day window; replacement orders don't carry a new Risk Free Warranty.
Common questions
Can I add the Risk Free Warranty after placing my order?
Yes — any time before your order ships, contact us and we'll add it at the same price you would have seen at checkout. Once an order has shipped, the Risk Free Warranty can no longer be added.
Does Payne Glasses offer a full refund?
Yes. Orders with the Risk Free Warranty — included free on any order containing a pair over $100, and free on every order for Insider and VIP members — qualify for a 100% refund within 30 days of delivery, or up to two free exchanges.
What if I don't have the Risk Free Warranty?
Our 30-day Limited Warranty still applies: a 50% of the original product price or a one-time 100% exchange toward another pair, plus a free remake for any manufacturing defect within 30 days.
Why doesn't the Risk Free Warranty come free on every order?
Because that cost has to come from somewhere — and the honest answer is it would mean raising the price of every pair we sell, including our $5.95 glasses. Plenty of our customers know exactly what they're ordering: a straightforward, low-priced pair of prescription glasses, and they'd rather keep that price low than pay for protection they don't expect to need. Building the cost of full protection into every price would mean everyone pays for it, whether they want it or not. So instead, we make it automatic once any pair in your order is over $100, free for Insider and VIP members on every order, and available to add at checkout for anyone else who wants the extra coverage. Which way works better for you is your call, not ours.
What is Payne's Return Policy?
Payne Glasses offers returns within 30 days of delivery:
- Standard Limited Warranty: One exchange for the full purchase value or a 50% of original product price. Customers pay return shipping, and original shipping is not refunded.
- Risk Free Warranty (U.S. only): A 100% refund, including original shipping, or up to two exchanges. Payne provides a prepaid return label; the warranty fee is nonrefundable.
- Risk Free coverage is free when any pair in the order costs over $100 and for Insider/VIP members. Other eligible U.S. orders can purchase it.
- Frame-only returns: Full refund minus a $3.95-per-frame restocking fee unless Risk Free coverage applies.
- Damage present upon arrival should be reported within 72 hours.
- To begin a return, email help@payneglasses.com with the account name, order number/email, and reason.
Fair use
The Risk Free Warranty is meant for genuine fit, comfort, and prescription issues — and we keep it generous by keeping it fair. Accounts with an excessive history of returns or exchanges may lose the ability to purchase or receive the Risk Free Warranty. If that ever applies to you, your 30-day Limited Warranty and defect coverage still apply in full, and you can ask our support team to review the decision. The complete policy is in our Terms of Use → Risk Free Warranty — Fair Use.