Contact us before sending anything back. An authorization allows us to match the shipment to your order and determine whether inspection, remake, exchange, or refund is appropriate.
1. Replacement lenses
Prescription and custom-configured lenses are made for one customer and are not eligible for a discretionary return because of a change of mind. If the delivered lenses appear inconsistent with the confirmed order, damaged, or defective, contact us within 30 calendar days after delivery.
We may ask for photographs, the prescription, fit observations, or return inspection. Do not discard the lenses or alter the frame while a request is under review.
2. Manufacturing concerns and order errors
If inspection confirms a manufacturing defect or a Visionne production error, we will provide an appropriate remedy, which may be correction, remake, replacement, or refund. There is no additional product charge for an approved correction of our error.
If the submitted prescription, measurement, frame description, or customer selection was inaccurate, a new charge may apply. Prescription changes after production are not manufacturing defects. Progressive and high-prescription lenses can require adaptation; customer care may request a prescriber or fit check before authorizing a remake.
3. Ready-made frames
An unaltered frame purchased from Visionne may be returned within 30 calendar days after delivery if it is unworn, in resalable condition, and returned with its case, accessories, and original packaging. Frames fitted with custom lenses, damaged after delivery, or materially altered are not eligible for a discretionary return.
4. Contact lenses
Unopened, unmarked, unexpired contact lens boxes purchased from Visionne may be returned within 30 calendar days after delivery, subject to product and prescription requirements. Opened boxes are not returnable unless the product is defective or we shipped the wrong item. Manufacturer recalls are handled according to the applicable recall instructions.
5. Cancellations, refunds, and shipping charges
An order request may be changed or canceled before acceptance. After a custom order is accepted, cancellation remains available only until production or procurement begins. Contact us immediately; we cannot guarantee a change or cancellation once work has started.
Approved refunds are returned to the original payment method after inspection and processing. Original expedited charges are not refundable unless the shipment problem was our error. We provide return shipping for an approved defect, incorrect item, or Visionne error. Other approved returns may have return shipping deducted where law permits.
6. Request process
- Email nyc@visionnework.com with the order reference and a concise description.
- Wait for return or inspection instructions and a return authorization.
- Package the item as instructed and retain the carrier receipt.
- Allow a reasonable inspection period after delivery to Visionne.
This policy does not limit rights or remedies that cannot be limited under applicable law.