Help Center

How to Start a Return or Exchange

If you need help with a return, exchange, or request assistance with your glasses, please contact us within 30 days of delivery.

To start a return, exchange, or warranty claim, submit it by email:

Email: help@payneglasses.com

To help us review your request as quickly as possible, please include:

• Order number or email address on the account
• Name on the account
• Brief description of the issue

Our Customer Experience team will review your request and guide you through the next steps.

Because prescription glasses are custom-made according to each customer's prescription and measurements, they cannot be restocked or resold once produced.

Important: The included Limited Warranty does not provide full refunds. Full refunds are only available when the Risk Free Warranty (US only) is purchased at the time of order. The value of an exchange or refund cannot exceed the value of the original amount paid.

Warranty Options Overview

Note: Requests for prescription changes, style changes, or fit adjustments must be made within 30 days of delivery. After this period, only confirmed manufacturer defects may be eligible for coverage under the applicable warranty and are subject to inspection.

Note: When a pair of glasses or an entire order is returned for a refund, rewards points earned for that pair or order are deducted from your rewards account. If rewards points were used on that order, they will be returned to your rewards account after the refund is completed.

Limited Warranty (Included with All Orders)

If you made an order mistake or are not satisfied with your glasses, the Limited Warranty allows the following options within 30 days of delivery.

One-time Exchange Code

Customers may receive a one-time (100%) exchange code toward a replacement pair of glasses.

Important details:

• Exchange code covers the replacement frame and lenses up to the original purchase value. Additional charges apply for higher-priced replacements.
• Original shipping charges do not carry forward to replacement orders. Customers are responsible for new shipping charges on exchanged items.
• A single pair of prescription glasses cannot be exchanged for multiple lower-priced pairs
• Our Customer Experience team may request a review of replacement selections and help troubleshoot vision concerns to ensure the best possible outcome for your replacement pair.

Partial Refund Option

Customers may return their glasses within 30 days of delivery for a 50% refund of the original product price.

Important details:

• Glasses must be returned before a refund can be issued
• Customers are responsible for return shipping costs
• Original shipping charges are non-refundable
• If your order shipped with free shipping, the original shipping cost ($5.95/order) is deducted from your refund.
• Refunds are based on the final purchase amount paid and exclude shipping charges
• Refunds are not available on an order after a remake or exchange code has been used

No-Cost Remake for Defects in Materials or Workmanship

If a manufacturing defect is suspected, glasses may be returned within 30 days of delivery for inspection.

If confirmed by our inspection team, we will:

• Provide a no-cost remake
• Ensure the replacement meets our quality standards

Customers are responsible for return shipping when sending glasses back for inspection.

Limited Warranty Exclusions

• Packages lost in transit
• Stolen packages
• Lost or stolen glasses after delivery
• Scratched lenses*, unless reported as damaged upon arrival within 72 hours of confirmed delivery by the shipping carrier
• Accidental damage
• Damage caused by misuse or rough handling
• Exposure to extreme temperatures
• Water damage
• Damage caused by improper cleaning methods

*Payne Glasses includes complimentary anti-scratch coating on all lenses, but no lenses are completely scratch-proof. Proper cleaning, storage, and handling are required to help minimize scratching and lens damage. If a product is received scratched or damaged, the customer has 72 hours from the carrier's confirmed delivery date to report it.

Risk Free Warranty (Optional Upgrade -- US Only)

If you purchase the Risk Free Warranty, you receive expanded protection and return flexibility.

Within 30 days of delivery, customers may:

• Exchange your glasses up to two times
• OR receive a 100% refund to the original payment method

Refund details:

• Shipping charges are refunded if the entire order is returned, including any accessories purchased
• No restocking fees apply
• Warranty cost is non-refundable
• Refunds are not available on an order after two remakes have been completed

Lost in Transit Coverage

If a shipment is lost in transit, the Risk Free Warranty provides one duplicate replacement pair.

Important: If the carrier confirms delivery, the replacement may only be shipped to an alternate address or via an alternative shipping method to the same address. This must be reported within 3 days of the carrier's confirmed delivery.

Extended Coverage for Defects in Materials or Workmanship

If you purchase the Risk Free Warranty, your order includes 6 months of coverage for defects in materials or workmanship.

If a defect is suspected, you may return the glasses for inspection. If confirmed by our inspection team, we will:

• Provide a no-cost remake
• Ensure the replacement meets our quality standards

Customers are responsible for return shipping when sending glasses back for inspection.

Risk Free Warranty Exclusions

• Lost or stolen glasses after delivery
• Scratched lenses*, unless reported as damaged upon arrival within 72 hours of confirmed delivery by the shipping carrier
• Accidental damage
• Damage caused by misuse or rough handling
• Exposure to extreme temperatures
• Water damage
• Damage caused by improper cleaning methods

*Payne Glasses includes complimentary anti-scratch coating on all lenses, but no lenses are completely scratch-proof. Proper cleaning, storage, and handling are required to help minimize scratching and lens damage. If a product is received scratched or damaged, the customer has 72 hours from the carrier's confirmed delivery date to report it.

Out-of-Warranty Repair & Frame Replacement

If your glasses are outside the warranty period, Payne Glasses is still here to help.

Repair & Adjustment — $25
For minor repairs that do not require a new frame, such as re-stringing a semi-rimless frame, replacing nose pads, or adjusting the fit. A $25 service fee applies. This covers return shipping and our optician's labor.

Frame Replacement — $25 + cost of frame
If your frame needs to be fully replaced, a $25 frame replacement fee applies in addition to the cost of the replacement frame. This covers return shipping, the new frame and our optician's labor.

Frame-Only Purchase Returns

Frame-only purchase items may be returned within 30 days if they are:

• Return in original packaging
• Returned with all accessories

Refund details:

• Full refund minus a $3.95 restocking fee per item
• Shipping fees are not refundable
• If the Risk Free Warranty was purchased, the restocking fee is waived

Warranty for Deluxe Designs Frames

As of February 7, 2024, eligible Deluxe Designs frames priced over $20 include a 6-month warranty. This warranty specifically covers defects in the frame materials or workmanship only. This warranty applies to qualifying Deluxe Designs frames purchased without the Risk Free Warranty and does not extend or add additional coverage beyond the Risk Free Warranty period. The Deluxe Designs warranty does not cover the lenses for that frame.

Remakes, Refunds, and Exchange Limitations

Payne Glasses continuously monitors return activity to prevent fraud and abuse. Payne Glasses reserves the right to limit or deny remakes, refunds, and exchanges in cases of suspected misuse or abuse of this policy. Payne Glasses may modify this policy at any time.

If you need assistance, our Customer Experience team is here to help.

Contact: help@payneglasses.com