Orders & Prescription
Lens Return Policy
Prescription Eyeglass lenses are a final sale item and cannot be returned, changed or refunded once the lens making process has been initiated and or completed. Prescription lenses are a medical device which are custom made specifically for you and your frames.
Replacement Lens Express guarantees that your new lenses will be made to the prescription you have provided to us. Your new prescription lenses will be free from defects in materials and workmanship. Our opticians are experts in filling eyeglass prescriptions and use only the highest quality lens materials. All lenses comply with the regulations put forth by the American National Standards Institute for ophthalmic prescription lenses.
If you believe that your lenses have been made incorrectly, please email us within 15 days of receiving your lenses to initiate an evaluation of your lens order.
YOUR EYEGLASS FRAME
Replacement Lens Express is not responsible for frames or other items sent in by you that may get damaged or lost in transit to our optical laboratory. Frames sent to us that break due to their age, defects or damage due to shipping and handling will be returned to you so that you may exchange them with the original reseller from whom they were purchased.
We take tremendous care with your frames, however, defects, age and weaknesses which may not be outwardly visible can result in a broken frame. RLE is not responsible for the breakage of customer’s frames during the lens making process. In the rare case that your frame is damaged while in the re-lensing process we will contact you via email to make you aware. You will be given the option to send in another frame for re-lensing or you may choose to cancel your order, have your frame returned to you and receive a 50% refund of the lens price.
FRAMES PURCHASED FROM US
If you purchase a frame from our website, you can return it within 10 days of purchase for a refund. You must contact us to receive a return authorization number and form which you must fill out, sign and include with your returned package.
All frames being returned will be charged a 15% restocking fee, which is standard across the entire industry. The frame must be returned to the lab within the 10-day time period. The frame must be in brand new condition with all the original items included in the package (frame, case, cloths, ETC).
The restocking fee will be deducted from the total purchase price of the frame cost. The original shipping charges are not refundable. The refund (less the 15% restocking fee) will be issued once the lab receives your return frame package back at the lab.
The customer is responsible for the cost of the package’s shipping charges back to the lab. Frames which have been marked final sale, special order or have been marked as discontinued by the manufacturer cannot be returned.
RAY-BAN NON-PRESCRIPTION REPLACEMENT LENSES
All our Ray-Ban Non-Prescription Replacement lenses are ordered directly from the Ray-Ban manufacturer which is in Italy. When you placed your order, you acknowledged that the lenses could take up to 20 business days to arrive at our lab. Once your order has been marked as “Ray-Ban lenses have been ordered” you are not able to cancel your order. All Ray-Ban lenses are a final sale item and cannot be returned for a refund.