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Please refer to our return / exchange / rework policies, below.
You must contact us and receive a return authorization number from our staff before sending back your frames and/or lenses. Failure to obtain an authorization from our staff will result in a delay of your request.
Eyeglass Lens Return Policy
Replacement Lens Express promises to make your new lenses exactly as your eye doctor has 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 you provided when you submitted your order. The lenses will be 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. If your receive your new lenses and they have a material or manufactering defect we will replace your lenses as long as you notify us within 2 days of you receiving the lenses.
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 that your new prescption lenses will be accuractly filled to the prescrption that you have entered/ uploaded/ emailed or provided to us on your order submisison. If your eye docotor finds an error in the prescription portion of your lenses then they will be remade at no charge to you. We pride ourselves in our workmanship - accurately filling your prescription is our number one priority.
We are not responsible for the charges associated with having to remake lenses due to an error made by the customer, which includes but is not limited to: orders submitted by the customer with Prescription errors , missing PD's and or multifocal fitting heights. The customer IS always responsible for providing us with their pupil distance (PD).
When a customer is ordering a linded bifocal lens or a progressive lens the customer will be responsible for both their PD measurement and their segment height measurements. If the customer is not able to provide their segment height measurement then the customer gives us their permission to use the standard optical formula to determine a segment height for them.
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 items and cannot be exchanged or 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
Any request to have your lenses remade that are non-prescription related (e.g. fitting height, PD, Lens style, Lens material, change of sunglass tint, AR Coating, or lens brand, etc.) May qualify for a discount on a new set of lenses to be made. Please contact us with any questions you may have about your new lenses.
All matters will be resolved in the state of Connecticut via arbitration.