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Our Return and Exchange Policy

As of December 25th, 2013

We sell merchandise to our customers throughout the universe that is brand new and unused. Merchandise that we accept for return must be in the same condition. We do not accept returns of merchandise that show signs of use, has been altered, is missing parts or shows damage from handling, is missing provided accessories like cleaning clothes, or is not returned with the original packing materials, labels and merchandising material. If you have any question about the condition of the merchandise prior to return, please contact us and we’ll help provide additional guidance. The following information will guide you in how we handle returns and exchanges.

Prior to Return or Exchange – United States

Contact us at returns@eyeglassuniverse.com for a return merchandise authorization (RMA). Merchandise received without an RMA will not be returned and will not be credited or adjusted. Returns for refund must be made within fourteen (14) days of receipt and accompanied by all cases, cleaning cloth, provided accessories, merchandising labels, and all packaging materials. Return the items with tracking and insurance for 100% of the retail value of your order. We are not responsible for damage due to mishandling during shipping. Customers are responsible for the shipping charges for both return and exchange. Allow up to 10 business days to process your return. We will notify you when we have completed the process and we will contact you if we have any further questions.

Prior to Return or Exchange - International

International returns and exchanges are authorized exactly as for the United States customers. The following are additional considerations for international customers.

We are not responsible for any tax assessment that becomes due because import duties, value added taxation, or other taxes as a result of honoring a return or exchange of merchandise. Packages returned by international customers must be marked – NO VALUE - RETURN OF MERCHANDISE – to avoid the assessment of import or export duties and taxation. If your return is assessed a tax or duty of any kind it is the customer responsibility it will be either subtracted from the final value of any return or assessed as an additional charge to authorized credit cards used to make the purchase. In the case of any exchange, the assessment of any tax or duty shall be charged to the payment method authorized by the customer in the event of taxation of imposition of duty.

Specific Product Conditions and Exceptions

All Frames, Sunglasses, Clip-ons

Within fourteen (14) we will accept merchandise that is eligible for return for a full refund less a 15% restocking and handling fee. You have the option of receiving a voucher for a future purchase equal to 100% of the final retail purchase for your frame, sunglasses or clip-ons in lieu of a cash refund.

Lenses

We warrant the lenses to meet or exceed the ANSI Z80.1 – 2010 tolerance standards and to be free of defect or flaw when they leave our lab on their way to you. Our Basic Lens Warranty covers the specific terms of how we handle warrantable situations. We verify and inspect all lenses prior to shipping.

Lenses are custom-made for you according to your prescription entries at the time of ordering your merchandise. Consequently, we cannot provide a refund on the lens portion of your order. However, we will allow a one-time 50% credit of the price paid for your original lenses towards the purchase of new lenses of equal or greater value within the first ninety (90) days after your purchase if your doctor changes your unexpired prescription for fit or adaptation issues of the wearer. This offer only applies to original orders and only one remake allowance will be permitted per original order. The customer is responsible for all shipping charges to and from our labs to you.

Contact Lenses

All contact lenses sold at EyeglassUniverse.com are sealed, fresh, not stale-dated, and genuine products of the various manufacturers. EyeglassUniverse.com considers all contact lens purchases as final but we may be able to provide assistance with contacting the manufacturer with other issues.

Accessories

We sell accessories to our customers throughout the universe that are brand new and unused. Accessories that we accept for return must be in the same condition. We do not accept return of merchandise that show signs of use, have been altered, is missing parts or shows damage from mis-handling, or is not returned with the original packing materials, labels and merchandising material. Follow the RMA procedure noted above. All returns of accessories are subject to a 15% merchandise restocking fee for a cash refund, or a 100% merchandise credit for a future purchase at EyeglassUniverse.com.