Return Policy
At The Optical Experience, we prioritize quality and personalized service. Please review our return policy carefully before completing your purchase:
Defective Products: We accept returns for defective products only. If you receive a defective product, please notify us within five (5) days of receipt. Proof of defect may be required.
Custom Lenses and Processing: All sales are final once your order has been placed. Custom lenses begin processing within two (2) hours of ordering and, as such, are non-returnable and non-refundable after this period.
Customer Satisfaction-Based Returns: In rare cases, if a return is approved due to customer satisfaction, a 25% restocking fee will be applied. Approval of these returns is at the sole discretion of the owner.
Exchanges: We do not offer exchanges, but if there is a manufacturing defect, we will work to replace or repair the product within the return window.
Final Sale Items: All promotional, discounted, or final-sale items are ineligible for returns or exchanges.
Process for Approved Returns: For approved returns, please contact us to initiate the process. Customers are responsible for the return shipping costs unless the item is defective.
Remake and Replacement Policy
At The Optical Experience, our goal is to provide eyewear that meets the highest standards of quality and satisfaction. Please review the following policies regarding lens remakes and frame replacements:
Custom Lens Remakes:
- Remakes are available on custom lenses, with all original lenses required to be returned.
- For progressive lenses, we offer a non-adapt remake within 30 days of the original order date.
- Lens upgrades may be requested within 30 days of purchase; additional charges may apply based on the upgrade.
- Prescription changes from your doctor are eligible for remakes within 90 days of the original order date.
- Issues noticed after 30 days will be addressed at the owner’s discretion.
Frame Replacement Policy:
- Manufacturer Defects: Defective frames with manufacturer defects are replaced within the first 30 days, no questions asked.
- Other Frame Defects: Frames with defects beyond 30 days may require return to the manufacturer for warranty service.
- Replacement Due to Abuse: If a frame is damaged due to abuse within the first year, we offer a replacement at 50% of the original cost, provided the original frame is returned.
We are committed to supporting you in any way we can. For questions or assistance, please reach out to our team.