Warranty Replacement Process for Defective Glasses
Overview
If you have purchased glasses that are defective under the warranty, follow this simplified process to secure a replacement. This article provides guidance through all stages of the warranty process, from identifying the type of defect to choosing a replacement.
Key Points:
Defective glasses qualify for a free replacement under warranty once verified.
You can select the same frame or choose a new one from the collection.
Returns typically take 1–2 weeks for inspection and processing.
Steps to Initiate a Warranty Claim
Contact Support: Reach out to customer support and provide your order number. - What to Include: Share photos of the defect (e.g., scratches, coating issues) where applicable. Mention your cleaning or lens usage process.
Receive a Prepaid Return Label: You’ll receive a prepaid return label to ship back your defective glasses.
Ship the Glasses: - Use a sturdy box instead of an envelope to prevent damage during transit. - Include all original materials (case, cleaning cloth, demo lenses, and receipt or packing slip).
Choosing Your Replacement
You may choose to keep the same frame and color or select a different one. - Ensure that the new frame and lens features align with the original order.
Provide the name and color of your desired replacement (e.g., Gray-Olive, Dark Havana, etc.). The support team will handle the rest.
If your original frame is unavailable, you may browse the collection to select an alternative. Notify support of your choice.