Return and Warranty Policy
1. Return Policy
At The Optical Guru, we want you to love your eyewear. If you're not completely satisfied with your purchase, we offer the following return policy:
- Eligibility for Returns: You can return your non-prescription eyewear within 30 days from the date of delivery for a full refund or exchange.
- Condition of Items: The eyewear must be in original condition, with no signs of wear or damage. The product should be returned in its original packaging with any included accessories (e.g., cases, cleaning cloths).
- Non-Returnable Items: Custom prescriptions, clearance items, or products that have been altered (e.g., lenses) are non-returnable.
Return Process
- Contact our customer service at returns@shop.opticalguru.net or use the contact form to initiate the return process.
- Customers are responsible for the cost of return shipping. We recommend using a trackable shipping service to ensure the safe return of your items.
- Please pack the items securely and ship them back to us at the address provided.
- Refunds: Once we receive your returned item, we will issue a refund to the original method of payment. Refunds may take up to 7-10 business days to appear in your account.
2. Warranty Policy
We stand by the quality of our eyewear. If your glasses are defective or damaged due to manufacturing errors, we offer the following warranty:
- Warranty Coverage: We provide a 1-year warranty for eyewear bought from our site. Designer sales and closeouts excluded, see additional details on coverage.
- What’s Covered:
- Defects in the frame or lenses due to workmanship or material defects.
- Issues with the hinges or screws.
- What’s Not Covered:
- Damage caused by accidents, misuse, or neglect (e.g., bending the frame, scratching lenses).
- Normal wear and tear, including minor frame scuffs or lens scratches.
- Prescription lenses, if altered or incorrect due to customer input error.
- How to File a Warranty Claim:
- Contact our customer support team at support@shop.opticalguru.net with proof of purchase and a description of the issue.
- We may request photos or further details to process your claim.
- If your claim is valid, we will repair or replace the defective item at no charge.
- Replacement and Repair Time: Most claims are processed within 5-7 business days from the date of approval.
- Exclusions: We reserve the right to deny warranty claims if the eyewear shows signs of abuse, improper care, or alterations.
3. 30-Day Remake Policy for Prescription Lenses
We understand that sometimes prescription lenses may need adjustments. To ensure you're satisfied with your eyewear, we offer a one-time remake policy for prescription lenses:
- Eligibility for a Remake: If you are dissatisfied with your prescription lens we we offer a one time remake within 30 days from the date of delivery free of charge.
- How to Request a Remake:
- Contact our customer service at returns@shop.opticalguru.net or use the contact form within 30 days of receiving your eyewear.
- Provide your information and describe the issue with the lenses.
- We will review your request and, if eligible, arrange for the remake of your prescription lenses.
- Limitations: This remake policy is valid for one remake only per prescription order.
3. Shipping Costs
- For Returns:
Customers are responsible for return shipping costs for all orders, including both U.S. and international orders. We recommend using a trackable shipping service to ensure the safe return of your items. Return shipping fees are non-refundable.
- For Warranty Claims: We cover the cost of shipping for warranty replacements or repairs.
