Your cart is empty
You may check out all the available products and buy some in the shop
Return to shopDamaged or Broken Product Policy
If your frame, lens, or sunglasses arrive in a physically damaged or broken condition upon delivery, you are eligible to claim a replacement or a refund under the following conditions:
📋 Mandatory Requirements to Process a Claim:
- Unedited Unboxing Video: You must record a continuous, uncut video while opening the delivery box. The shipping label and the specific damage on the product must be clearly visible in the footage.
- Clear Product Images: Close-up high-resolution photographs of the damaged product or component must be shared with our support desk.
- Time-Sensitive Deadline: The claim must be registered within 48 hours of the delivery timestamp. Claims received after 48 hours will not be entertained.
Please Note: Once the video and image proof are verified by our team, we will dispatch a free replacement or initiate a refund.
Lens Power & Prescription Issues
Corrective prescription lenses are customized medical devices. If you experience sight issues or feel your lens power is inaccurate:
1
Submit an Enquiry: Raise a formal enquiry through our support portal, attaching a clear photo of your original doctor's prescription sheet.
2
Technical Review: Our internal optical laboratory and optometry team will cross-verify your order configuration, lens specifications, and prescription history.
3
Final Evaluation: All decisions regarding lens replacements or power adjustments are subject to verification and rest solely with the Vision Expert Optical Team.
How to File a Claim?
To initiate a replacement, please reach out to our team using one of the following methods: