You have 30 days from the date you receive the glasses to contact us for a return authorization (RA) number if you want to return them for any reason. Please note glasses custom made to one customer’s Rx can’t be reused by any other customer, this is why we are unable to offer a full refund on returned glasses unless Risk Free Warranty is purchased.
For Standard Warranty
If you made a mistake during the order, or you just don’t like the glasses, you can return them for a 50% refund (excluding shipping) to the original payment method, or for a one-time-use 100% exchange code (excluding shipping) so you can purchase an alternative pair; please note one pair of Rx glasses cannot be exchanged to multiple less expensive pairs. We will replace broken glasses at no charge during this 30-day warranty period. Please note shipping charges are not refundable and standard warranty does not cover stolen packages or lost in transit.
If you feel there is a manufacturing error, return the glasses for inspection within the 30-day warranty period. If our inspection shows the glasses were made incorrectly, we will remake them for you at no charge.
You can also return non-Rx (plano) glasses or frame-only in original packaging along with all accessories within 30 days, for full refund (exclude shipping) minus $3.95 restocking fee per pair.
For Risk Free Warranty
If you made a mistake during the order, or you just don’t like the glasses, you can return them for either a 100% refund (including the shipping fee and restocking fee, but excluding warranty cost itself) to the original payment method, or can exchange up to 2 times during this 30-day warranty period. If your order is lost in transit, we can remake your order once and ship to an alternative address unless the customer choose a different shipping method. Effective 4/1/21, glasses purchased with Risk Free Warranty are also eligible for a one-time replacement pair within 6 months from the delivery date, a replacement pair will only be issued when there are clear defects in material and workmanship.
Product warranty does not cover damages caused by accidents, negligence or improper care. Payne Glasses reserves the right to make changes to, or cancel, return/exchange requests at any time.