Refund Policy
Effective Date: 31st March 2024
At ChangeMyLens.com, we prioritize customer satisfaction and strive to ensure that all products and services meet your expectations. Please review our refund policy carefully to understand how we handle refunds, exchanges, and returns.
1. Refunds for Eyeglass Repair and Lens Replacement Services
Due to the nature of custom lens manufacturing and eyeglass repair services, we do not offer refunds once the repair or lens replacement service has been completed and the product has been delivered to the customer.
However, if you encounter an issue with the service provided, such as damage during repair or an incorrect prescription, please refer to our Return/Replacement Policy to request a replacement.
2. Refunds for Eyewear Purchases
We offer refunds for eyewear purchases under the following conditions:
- The product must be in its original condition, unused, and returned in the original packaging.
- You must initiate the return within 7 days of receiving the product.
- Refunds will only be issued after the returned product has been inspected and approved by our quality control team.
Non-Refundable Items:
- Customized prescription lenses (including bifocals, progressives, or any specific prescription orders).
- Lenses that have been used or altered from their original condition.
- Sale items or discounted products, unless defective or damaged.
3. Refund Process
To request a refund, please follow these steps:
- Contact our customer support team at support@changemylens.com within 7 days of receiving your order. Provide your order number, details of the product, and the reason for the refund request.
- Once your refund request is approved, we will provide instructions for returning the product.
- After receiving and inspecting the returned product, we will process your refund. Refunds are typically processed within 5-7 business days and will be credited to the original payment method used for the purchase.
4. Return Shipping Costs
For returns initiated due to a defect or mistake on our part, ChangeMyLens will cover the cost of return shipping. If the return is due to personal reasons (e.g., change of mind), the customer is responsible for the return shipping costs.
5. Cancellations
Orders for eyeglass repair or lens replacement services can only be canceled before the frame has been picked up from your location. Once the pick-up is completed, the order cannot be canceled, and our regular return and replacement policy will apply.
6. Damaged or Defective Products
If you receive a damaged or defective product, please contact us immediately at support@changemylens.com. We will arrange for the product to be picked up, inspected, and either replaced or refunded based on our findings.
7. Exchanges
We do not offer direct exchanges. However, if you wish to exchange a product, you will need to return the original item (following the return process outlined above) and place a new order for the desired product.
8. Contact Information
If you have any questions or need further assistance regarding our refund policy, please contact our support team:
Email: support@changemylens.com
Phone: 9082786552