RETURNED MATERIAL AUTHORIZATION (RMA) PROCESS
All returns require a Returned Material Authorization (RMA) number. Please contact our customer service representative [email protected] 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.
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: [email protected] 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.
STOCK ITEM/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.
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 [email protected]
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
[email protected]