return policy

RETURNED MATERIAL AUTHORIZATION (RMA) PROCESS

All returns require a Returned Material Authorization (RMA) number. Please contact our customer service representative sales@vseyewear.com or fill out this Return Form to obtain an RMA number prior to returning product. Products will not be accepted for return if not accompanied by a valid RMA number, which must be clearly marked on the outside of the package or included in the package. Products returned without a RMA will be sent back to the customer as is.  We will also need a copy of the order or invoice included with the package.

 

DAMAGES & SHIPPING ERRORS

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

PRESCRIPTION GUARANTEE
 

All prescription lenses are special made orders, and are therefore non-refundable. However, we understand there may be times you want to change the frame even though the prescription lenses are perfect. If, within 30 days of receipt of the product, you wish to exchange your prescription glasses for a new pair, we will work up special discounted pricing for the purchase of a new pair.  Also, if there was human error entering the prescription or any information was incorrect, we will also offer special pricing for a remake of a new pair of glasses.

 

We guarantee 100% accuracy on all prescriptions or they will be remade at no charge. Prior to leaving our lab, all prescription eyeglasses undergo a stringent quality control hand inspection. The lenses are checked at four different stations for accuracy. We pride ourselves in our workmanship. Accurately filling your prescription is our number one priority. In the unlikely event that our quality control measures fail, we will promptly and courteously remake the lenses.  Please fill out the Return Form and we will be in touch with you soon.

 

IF YOU HAVE AN ACCOUNT LOGIN TO OUR ONLINE STORE:
 

Step 1: Log into your VS Eyewear account. After logging into VS Eyewear, click on My Account, you will be taken to your Account Profile.
Step 2: From your Account Profile, find the order you wish to return located in your Previous Orders History.
Step 3: Click on the order that contains the item that you wish to return.
Step 4: You are now looking at the Order Summary. Write down the order number on a piece of paper so you have access to it.
Step 5: Email our staff:  sales@vseyewear.com or preferable fill out the Return Form requesting to return the item with the reason for the return.  If you are looking for an exchange, let us know what you are looking to exchange for?  Add any or as many additional comments regarding your return to make for a smooth transaction.
Step 6: You will be issued details on how and where to return the merchandise.  Please be sure to make a note of the tracking number when you ship the merchandise back to us.
Step 7: Once your return information has met VS Eyewear’s Return Policy criteria, you will be given further instructions regarding how to finalize your return request and submit new payment.

 

IF YOU DON’T HAVE AN ACCOUNT:
 

Please email or go to our Live Chat and one of our helpful customer service representatives will be more than happy to help you with your return.

 

VS Eyewear is not responsible for products we do not receive or products damaged in shipping, so please insure your package and obtain tracking information.
 

For incorrect orders or items that are sent to you in error, please contact VS Eyewear immediately upon receipt of your order. Our courteous staff will correct the problem.

 

CLIP-ON SUNGLASSES/STOCK ITEMS/FRAME ONLY RETURN & EXCHANGE POLICY

 

When you purchase any VS Eyewear frame without lenses or non-prescription stock item, you have 15 days from the date you receive the product to return the product for a 100% refund, less the shipping costs. Returned products must be in the original packaging and condition or a 30% restocking fee will be deducted from your refund. If you charged your purchase, you will receive a credit within 14 business days of our receipt of your returned product.  Fill out the following Return Form to proceed with your return.

 

After 30 days, you may exchange the stock product for a different product of equal or lesser value. Any new item(s) will be shipped within 5-7 days of our receipt of your return. Please follow the steps below to return your product.

 

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.  If more than 15 business days have passed since we’ve approved your return, please contact us at sales@vseyewear.com 

 

ORDER CANCELLATION & UPDATE REQUESTS

 

No prescription order can be canceled once it enters our lab; however, if you wish to cancel your order before it goes into the lab (usually in less than one business day), there might be a $15 cancellation fee to account for clerical time and card processing fees. 

 

If something needs to be updated with your prescription order after it has been placed, we will make every effort to make the requested change.  There are times that it will be to a certain point in the lab, that we will not be able to honor your request.

 

WARRANTY

 

All VS Eyewear frames are fully guaranteed against manufacturer defects (material and workmanship) for one year from the date of purchase. This does not cover negligent use of the product (including scratched lenses). VS Eyewear will repair or replace any defective merchandise at no charge.

 

VS Eyewear 
26 Broadway
Bangor PA 18013
Telephone: 1-877-872-5780
sales@vseyewear.com

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Frequently asked questions

Have questions? We’re here to help

Title

Can I return non-prescription glasses to VS Eyewear?

Yes. Most new, unused non-prescription eyewear may be returned within our return period, provided it is in its original condition with all packaging and accessories. Please review our full Return Policy for complete details and eligibility.

Can I return prescription glasses?

Because prescription glasses are custom-made specifically for your prescription, they generally cannot be returned for a refund. However, if there is a manufacturing defect or an error in the prescription we produced, we'll work with you to resolve the issue.

What if my prescription glasses don't seem right?


If your vision doesn't seem correct, contact VS Eyewear as soon as possible. Our optical team will review your prescription, discuss your concerns, and determine the best solution, which may include verifying measurements or remaking the lenses if needed.

Can I exchange non-prescription eyewear?

Yes. Eligible non-prescription eyewear may be exchanged according to our return policy. Products must generally be returned in new, unused condition unless otherwise stated in our policy.

Can I exchange prescription glasses for a different style?


Since prescription lenses are custom-made for each order, exchanges for a different frame or style are generally not available once production has begun. If you have questions before ordering, our team is happy to help you choose the right eyewear.

What if my glasses arrive damaged or defective?


If your order arrives damaged or has a manufacturing defect, contact VS Eyewear promptly. We'll review the issue and work with you to provide an appropriate resolution in accordance with our warranty and return policies.

Can I cancel my order after it has been placed?

Non-prescription orders may be canceled if processing has not yet begun. Prescription orders are custom manufactured, so once production starts, they typically cannot be canceled. Contact us as quickly as possible if you need to make changes.

How do I start a return or exchange?


Simply contact VS Eyewear's customer service team with your order number and the reason for your request. We'll guide you through the return or exchange process and provide any necessary instructions.

Do I have to pay return shipping?


Return shipping requirements vary depending on the reason for the return. If the return is due to a manufacturing error or shipping damage, we'll provide instructions for resolving the issue. For other eligible returns, customers may be responsible for return shipping costs.

Why are prescription glasses treated differently than non-prescription glasses?

Prescription eyewear is individually manufactured using your unique prescription, measurements, and selected lens options. Because these lenses are custom-made specifically for you, they generally cannot be resold, which is why prescription eyewear has different return and exchange policies than non-prescription products.