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Exchange, Warranty and Defective product policies:
Here at Rx Frames N Lenses Ltd. we value our customers and strive hard to be fair to all of our customers. We believe our exchange warranty and defective product return policies are fair and necessary to keep our prices low and quality high for everyone. Please be sure to provide accurate information to us to help prevent delays and or errors. Thank you from the staff here at Rx Frames N Lenses Ltd., we do appreciate and thank you for your business.
Exchange And Return Policy:
We offer a onetime exchange only policy on the return of any eyeglass frames or sunglasses within 15 days of receiving your frames at no charge. The shipping of your exchanged frame is also free back to you. Free shipping does not apply to International orders. All original packaging, frame bags, certificates, and warranty cards must be returned in resaleable condition within 15 days from receiving your frame or the product is non-returnable. Products that are returned and not exchanged will be charged a 10% restocking fee. Others charge a flat fee plus shipping. We simply charge a percentage to cover shipping and handling to and from the Manufacture and the original free shipping to our customers. If you paid extra for upgraded shipping this charge is not included in the 10% restock fee.
Prescription lenses are custom made and therefore not refundable. If your lenses are defective or incorrectly made within 30 days of receiving your order, or a prescription change within 60 days from your exam date. We will remake the lenses in the same frames at no charge and credit you the return shipping. Frame exchanges with prescription lenses will be credited 50% off the original lens price toward the cost of new lenses in the event the lenses will not fit your new frame choice.
If you simply do not like your eyeglasses for any reason we will issue you a one-time store credit of 100% for the frame and 50% for the lenses. You must notify us within 7 days of receiving your eyeglasses.
Frame Warranty:
Most frames have a Manufacture warranty for one year from the date of purchase. A frame warranty is for Manufacture defects only, not damage induced by the wearer or conditions such as breakage, heat, moisture, etc. Any warranty request that does not meet these requirements may be refused and shipped back to the original shipping address. We will not be held responsible for refused warranty replacements not received by the customer. When returning a frame under warranty in the event a frame is discontinued by the Manufacture and we can no longer get the frame, we will replace it with a different frame at equal or lesser value. We will not be responsible for your prescription lenses. If your prescription lenses were made by us we will remake your lenses into the new frame at 50% of the original cost. A $10.00 shipping and handling fee will be charged on Frames sent back under warranty. Our Opticians are very good at what they do however when sending us your own frame for prescription lenses patients own frames are not covered under our warranty due to breakage or Manufacture defects, they would be covered under warranty from where you purchased your frame.
Prescription Lens Warranty:
We guarantee 100% accuracy on all prescription lenses or they will be remade in the same frames at no charge. All prescription eyeglasses are inspected and pass a rigid quality control inspection. The lenses are checked for prescription accuracy by our licensed Opticians along with frame and lens alignment. Lenses have a one year warranty against Manufacture defects, such as peeling of coatings. Damage induced by the wearer, such as rough handling, dropping, scraping and improper cleaning will not be considered Manufacture defects. All of our lenses come with a scratch-resistant coating however, no lenses are scratch proof and require proper cleaning and care. Crizal Anti-Reflective coatings have a two-year warranty against Manufacture defects. Any lens warranty return that does not meet these requirements may be refused and shipped back to the original address. We will not be held responsible for refused warranty replacements not received by the customer.
Defective Product Return:
In the event you receive a defective product, request an RMA number within 3 business days of receiving your product. We will replace it for the same product, size, color prescription, etc. and reimburse your return shipping up to $5.99 USPS Priority shipping cost. In most cases we will send a prepaid return label to your email address that you can print and attach to your return package, then simply drop it in the mail back to us. If you claim a defective product and want it replaced with a different product, size, color, prescription, etc. the product will be considered an exchange and our exchange policy will apply. The defective product must be returned with all original packaging materials, including unused warranty cards, and instruction booklet. Items not returned in original condition will be returned.
Return Merchandise Authorization:
Before returning a product for exchange or refund, please obtain an RMA ( Return Merchandise Authorization) number. E-mail us with the reason for the return or exchange at eyewear@rxframesnlenses.com . We will email you an RMA number. RMA numbers expire after 30 days. Returns must be postmarked within 15 days of receiving your RMA number and received by us within 30 days of the RMA number issue date.
Please note: The RMA number must be written on the outside of the package or return label. Any returned item without an official RMA number will be refused. Returns must be sent prepaid and insured for the full amount. Please ship the item to:
Rx Frames N Lenses Ltd.
3644 Werk Rd. #58205
Cincinnati, OH 45258
International Customers:
Returned products must be declared “Returned Item Without Value” or we have to charge you for any duties incurred by US Customs.
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