Prescription glasses are a highly customized medical device, which makes their return policy more complex than standard retail merchandise. The ability to return or exchange a pair of prescription glasses is not guaranteed and depends heavily on the retailer’s policy and the specific reason for the return. Because the lenses are custom-ground based on a unique prescription, they cannot simply be restocked and resold to another customer. This customization often means that return options involve an exchange or a remake rather than a full monetary refund.
When Prescription Glasses Are Returnable
Returns are generally accepted when the issue lies with the product’s manufacturing or the accuracy of the prescription fulfillment. Manufacturing defects, such as a peeling anti-reflective coating, loose screws, or a frame that breaks under normal use, are typically covered by a warranty that lasts between 30 days and one year from the date of purchase. If a defect is found upon inspection, the retailer or lab will usually repair or replace the item at no cost to the customer.
A major reason for an accepted return or remake is an inaccuracy in the prescription lenses. Retailers often provide a guarantee that the lenses will match the power specified by the eye care professional, sometimes called a “30 Day Lens Guarantee.” This covers errors made during the lens grinding process, such as the power being incorrect or the optical center being misplaced. If the patient cannot adapt to the new prescription—even if technically correct—many opticians offer a one-time adjustment or remake within a specific period, often 60 days, to accommodate the patient’s visual needs.
Navigating Deadlines and Restocking Charges
The window for returning glasses is typically short, with most policies requiring the return be initiated within 14 to 30 days of delivery or purchase for a full refund. If a return for a refund is made outside this shorter window, but within a longer period like 30 or 60 days, the customer may only be eligible for store credit or an exchange. This deadline is crucial because prescription changes or manufacturing defects identified after the initial period must fall under a separate, longer-term warranty plan.
Many retailers, especially for in-store purchases, impose a non-refundable restocking fee on returned prescription glasses due to the custom nature of the lenses. This charge often ranges from 25% to 30% of the purchase price and is deducted from any refund to cover the cost of the discarded lenses. Certain complex lens types, such as progressive or high-index lenses, may be subject to higher fees or additional charges if exchanged, as they represent a greater initial investment in custom lab work.
Policy Differences for Online Retailers
Online prescription glasses vendors have developed specific policies to address the fact that customers cannot physically try on the frames before buying. To compensate for the lack of in-person fitting, many online retailers offer strong “Fit Guarantees” or free returns and exchanges, often within a 14-day window for a full refund. Some companies will even pay for the return shipping to encourage a risk-free trial.
The logistics of an online return usually involve the customer mailing the glasses back using a provided prepaid shipping label, after which the company inspects the item. A unique challenge with online orders is the potential for customer-entered data errors, such as an incorrect pupillary distance (PD) measurement. While some retailers offer tools to help measure PD or verify the prescription, an error caused by the customer’s incorrect entry may not be covered by the standard refund policy, though a remake or exchange may still be offered.