Vision Center
Return Policy
If you are not completely satisfied with your purchase, eligible items can be returned within 14 days of receiving your order for a full refund. Please note that shipping costs are non-refundable for glasses returns.
Please note the following conditions:
- Returns must be shipped back (postmarked) within 30 days of receiving the order to remain eligible.
- Items must be returned in their original, unmodified condition. Our return policy does not extend to damage resulting from accidents, negligence, or improper care.
- Vision prescriptions purchased on our site are non-refundable and non-returnable items. Once a prescription order is processed, we cannot accept returns or provide refunds.
- If an order with a prescription is placed but the prescription is rejected by a doctor, a refund will be processed for either or both the prescription and glasses.
- Refunds take up to 10 business days to process after we receive and process the returned items. Please note that it may take additional time to post your account, depending on your bank or financial institution.
- Refunds can only be issued to the original payment method used on the order.
- We continuously monitor return activities to prevent abuse and reserve the right to limit returns in any situation. We are not responsible for loss of returned items during shipping.
- For products purchased using a coupon, promo code, or other discount offer, the amount of any refund is limited to the amount you actually paid for the product; provided that returns for manufacturing or other defects are still governed by Manufacturing and Other Defects (below).
- Prescription orders will only be refunded if a doctor rejects the prescription. If there is an issue with glasses after a prescription has been approved, only the glasses are eligible for refund.
How to Start a Return
To initiate the return process, please contact us (https://www.zennioptical.com/help) within the return timeframes listed above with your order number and the reason for the return. We'll guide you through the return authorization (RA) process and provide a prepaid shipping label. Please make sure to include the following items in your return package:
- Glasses must be returned in their entirety (frame and lenses), in the case they were shipped in, along with any included accessories.
- To ensure a smooth return process, please consolidate all items from a single order into one return package and use the printable, prepaid return label provided with your return authorization.
Manufacturing and Other Defects
- If you feel there is a manufacturing error, return the glasses for inspection within the 30-day warranty period. If our inspection shows the glasses were made incorrectly, we will remake them for you at no charge. We are not responsible for damage caused by customer wear and tear.
- If you are returning your eyeglasses because of a manufacturing defect, you must: Contact customer service (https://www.zennioptical.com/help) within the applicable period set forth above to get a return authorization (RA) number. No returns are accepted without an RA.
- Returns should be sent to the address provided with your RA number. Glasses must be returned in their entirety (frames, lenses, eyeglass case, etc.). Include a copy (not the original version) of the prescription as written by the doctor, as well as the applicable RA number. Copies of the order or invoice will not be accepted in lieu of a copy of the prescription.
Cancellation FAQ
Can I change or cancel my order?
- If you need to cancel your order, please contact us via chat or phone (https://www.zennioptical.com/help) as soon as possible. We will be happy to check the status and cancel the order if possible.
- Orders can be canceled for a refund depending on the order type and which stage the order is in. If we are not able to change or cancel your order for any reason, you may return any unwanted items in accordance with our return policy.
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