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Warranty Returns

What's your warranty & return policy?

  • You have a 30-day window from the date of receiving your glasses to contact us for a return authorization (RA) number if you wish to return them for any reason.

    Please note that our glasses are bespoke products, custom-made according to each customer's prescription and measurements provided.

    Due to this personalized nature, we are unable to offer a full refund on returned glasses, unless the Risk Free Warranty is purchased.

    For Standard Warranty:

    If you've made a mistake with your order or aren't satisfied with the glasses, we offer flexible solutions. Our 100% exchange code (excluding shipping) allows you to opt for an alternative pair. Our experienced customer service team is here to assist you, providing support for troubleshooting and confirming accuracy for a remake.

    Alternatively, you can choose to return the glasses for a 50% refund (excluding shipping). It's important to note that shipping charges are non-refundable.

    If a manufacturing error is suspected, return the glasses within the 30-day warranty period. After our inspection identifies a fault, we'll remake them for you at no additional cost.

    The standard warranty does not extend to cover stolen packages or items lost in transit.

    Frame-Only Returns:

    Frame-only orders can be returned within 30 days in their original packaging along with all accessories for a full refund (excluding shipping), minus a $3.95 restocking fee per pair.

    For our Risk Free Warranty:

    Under this warranty, if you've made an ordering mistake or simply aren't satisfied with the glasses, you have the flexibility to exchange them up to 2 times within the 30-day warranty period or receive a 100% refund to your original payment method. This refund includes shipping and restocking fees, with the exception of the warranty cost.

    In the unfortunate event that your order is lost in transit or stolen, we're here to assist. We will remake your order and ship it to an alternate address of your choice. Please note that for lost-in-transit orders, we offer a one-time replacement only.

    Glasses purchased with the Risk Free Warranty also qualify for a one-time replacement pair within 6 months of delivery, in the case of clear defects in material and workmanship.

    Please take note that our product warranty does not cover damages caused by accidents, negligence, or improper care. We reserve the right to modify or cancel return/exchange requests at any time.

    Should you require further clarifications or assistance, please feel free to reach out to us. Your satisfaction remains our utmost priority.

What if my glasses arrive damaged?

  • In the event of damaged glasses upon delivery, please take photos of the damage and promptly reach out to our customer service team via email at help@payneglasses.com. We will expedite the process to provide you with a new pair as soon as possible.

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