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. Returns and exchanges are managed exclusively through email at help@payneglasses.com. Customers are asked to provide their order number, name on the account, and briefly state the concerns with the order to initiate return support.

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.

Standard Warranty:

If you've made a mistake with your order or aren't satisfied with the glasses, our flexible solutions are designed to cater to your needs. Our options include:

100% Exchange Code: For choosing an alternative pair (excluding shipping), with our customer service team ready to assist in troubleshooting and ensuring remake accuracy. To enhance your shopping experience, we offer a one-time-use 100% exchange code, allowing you to select an alternative pair of glasses. Please note, however, that one pair of prescription glasses cannot be exchanged for multiple less expensive pairs. Our team is here to guide you through selecting a new pair that best meets your needs.

Partial Refund: Alternatively, glasses can be returned for a 50% refund, excluding shipping fees, which are non-refundable. This option provides a balance between flexibility for our customers and the custom nature of our products.

No-Cost Remake for Manufacturing Errors: In cases of suspected manufacturing errors, return the glasses within the 30-day warranty period for a no-cost remake upon fault confirmation by our inspection team. It is our priority to ensure that your glasses meet our high-quality standards.

Please note, the standard warranty does not cover stolen packages or items lost in transit. We strive to ensure your satisfaction with every purchase and encourage you to reach out to our customer service team with any concerns or needs for further assistance.

Please Note: Standard Warranty Coverage and Conditions

Standard Warranty does not cover stolen packages or items lost in transit. Our warranty is a testament to our dedication to product quality, specifically covering material defects to ensure you receive only the best. However, it does not cover damages caused by rough handling, excessive exposure to heat or cold, prolonged exposure to water, or improper cleaning methods. Scratches on lenses are not considered a manufacturing error unless they are scratched upon arrival. Payne Glasses includes a complimentary anti-scratch coating on all glasses. However, no lenses are scratch-proof, and they will remain scratch-free if proper care and cleaning are practiced.

Be informed that shipping costs for sending glasses back for warranty-related services are the responsibility of the customer. Additionally, glasses must be returned to us before an exchange or refund can be issued.

Frame-Only & Accessory 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/item.

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 Note: Warranty Coverage and Conditions

Our warranty underscores our commitment to product quality, covering material defects to ensure you receive the best. It's important to understand, however, that this warranty does not extend to damages resulting from rough handling, excessive exposure to heat or cold, prolonged exposure to water, or improper cleaning techniques.Scratches on lenses are not considered a manufacturing error unless they are scratched upon arrival. Payne Glasses includes a complimentary anti-scratch coating on all glasses. However, no lenses are scratch-proof, and they will remain scratch-free if proper care and cleaning are practiced.

For customers who opt for our Risk-Free Warranty, we provide a return shipping label, making the process hassle-free and at no additional cost for warranty-related returns. Glasses must be returned to us before an exchange or refund can be processed. This policy helps ensure that every pair meets our high standards of quality and personalization, reflecting our dedication to your satisfaction and product excellence.

Extended Warranty Update for DeluxeDesigns Frames:

As of February 7, 2024, DeluxeDesigns frames priced over $20 come with an extended 6-month warranty, specifically covering frame manufacturer's defects. This enhanced protection is exclusive to DeluxeDesigns frames, ensuring additional peace of mind for our customers.

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.