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Please refer to our return / exchange / rework policies, below. before sending in your frames and/or lenses, you must fill out a return form to receive your return authorization number.
Eyeglass Lens Return Policy
Replacement Lens Express promises to make your new lenses exactly as prescribed. Our opticians are experts in filling eyeglass prescriptions and use only the highest quality lens materials. Eyeglass lenses are custom made specifically for you and your frames and therefore cannot be returned for a refund. Lenses can be returned for reworking if they are defective or if RLE makes an errors within 15 business days. Lenses with material defects such as irregular chipping, cracking or peeling can be returned for reworking or substitution within six months of the original purchase. There will be a $25.00 processing fee for all re-work requests.
Our Prescription Guarantee
We guarantee your new lenses will be made to the prescription provided and free from defects in material and workmanship. All of our lenses comply with the regulations put forth by the American National Standards Institute for ophthalmic prescription lenses. Any eyeglasses that do not meet our high standards will be replaced when returned within 10 days of the original purchase.
Doctor's Prescription Changes
Eyeglass lenses for your frames are custom made specifically for you and therefore cannot be returned for a refund. We guarantee accuracy on all prescription lenses or they will be remade at no charge to you. We pride ourselves in our workmanship - accurately filling your prescription is our number one priority. If your prescription was incorrectly provided by your doctor, or if your doctor changes your eyeglass prescription within 10 days, we will remake your lenses at a discount. Discounts are determined on a case-by-case basis and are usually between 35-50% of the original purchase price plus shipping & handling.
Progressive Non-Adapt Policy
Our non-adapt policy allows for a one-time replacement of progressive lenses within 10 days of the original order if you cannot adapt to your new Progressive lenses. We will exchange your progressive lenses for either a lined multi-focal lens or a single vision lens desgin. The customer will be responsible for the shipping charges both ways on the reworked lenses. The progressive lenses must be returned before we can start the rework of your lenses. The customer is not charged for the new lenses but will be responsible for any add-ons or modifications requested. This non-adapt warranty applies exclusively to the base price of progressive lenses stocked in our lab and does not apply to charges for options such as sunglass tints, anti-reflective coatings, rimless or drilled rimless frame charges, etc. It does not apply to progressive lenses beyond our stock range. (NOTE: If you do not specify your pupil distance (PD) or your segment heights on your order and you send in your frames with existing prescription lenses, we will assume that the current PD and segment heights are accurate and will use this to make your new lenses, unless told otherwise by the customer. If segment heights are not specified by the customer, we will use standard fitting heights unless told otherwise by the customer.)
Factory coatings are warranted to resist scratching under normal wear and tear conditions for up to 120 days from the original invoice date. Covered lenses that are scratched under normal wear and tear conditions are eligible for a one time replacement with identical lenses upon return to RLE with the original invoice. There is a 25.00 processing fee for all scratch warranties. Although scratch-resistant coatings have significantly improved over the years, no coating is 100% scratch proof; the life of your lenses will depend on how well you care for them. Eyeglass lenses returned with scratches that penetrate the coating and the underlying substrate will not qualify for free replacement. Our scratch-resistant warranty does not apply to athletic eyewear, safety eyeglass lenses or mirror coatings. It does not apply to charges for options such as sunglass tints, anti-reflective coatings, rimless or drilled rimless frame charges, etc.
All of our Transitions lenses are guaranteed to perform to the manufacturer’s specifications for 90 days from the date of purchase. Lenses which do not properly perform must be returned with the original invoice for evaluation and possible replacement.
Replacement Lens Express is not responsible for frames or other items 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. In some cases, RLE may be able to purchase an identical frame from the frames specific manufacturer on your behalf. If RLE is able to order a new frame for you, we would send you a payment link so that you can pay for the frame before we continue with the relensing process. We take tremendous care with your frames, however, defects 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. In addition, customers will be responsible to pay 50% of the lens price if their own frames break during the relensing process.
FRAMES PURCHASED FROM US
If you purchase a frame from our website, you can return it within 10 days of purchase for a refund. 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 frame and 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 package back at the lab. The customer is responsible for the cost of the pakage's shipping charges back to the lab. Frames which have been marked final sale or have been discontinued by the manufacturer cannot be returned.
Customized Sunglass Tints
We are delighted to make unique sunglass tints and designs for our customers. All non-standard sunglass tints can be returned for a one time free rework within 10 days of the original order. This policy allows for darkening of the original solid lens color ordered and does not apply to color changes or modifications.
Tinted lenses with mirror finishes and/or anti-reflective coatings do not qualify for the above free- retinting of the lenses as these coatings can not be removed once applied.
Ray-Ban Replacement lenses
All of our Ray-Ban Relacement lenses are considered a final sale item and may not be returned for a refund.
All remakes or reworks must be initiated within the time periods outlined above. Customers must notify RLE of any issues they have with their order within 2 days of receipt of their order. Copies of original invoices and glasses we made must be returned with each remake. All remakes apply only for the customer in which the original lenses were made. A processing fee of $25 will apply to all lenses remade under warranty. Eyeglass lenses for your frames are custom designed and cut specifically for you and therefore cannot be returned for a refund. If you have additional questions please contact us.
rework prescription restrictions
All reworks that are non-prescription related (e.g. change of sunglass tint, AR Coating, or lens material or brand, etc.) must be redone using the customer's original prescription. If a small prescription change has occurred between the original purchase date and the rework, charges will be applied per our "Doctor's Prescription Changes" policy, as outlined above.
Note: All matters will be resolved in the state of Connecticut via arbitration.