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Return & Exchange
You have thirty (30) days from the date you receive the glasses to contact us if you want to refund or return them for any reason. Please refer to the following terms for the specific return privileges and refund policy.
1. Transport damage: We will replace broken frames at no charge or remake the glasses for you at no charge(lens damaged) or give a full refund.
2. Receive wrong glasses: We will replace wrong frames at no charge or give a full refund.
3. Defective glasses: after verification, we will remake the glasses for you at no charge or offer refund according to the actual situation.
4. Uncomfortable glasses: If you cannot see clearly or feel uncomfortable after receiving the new glasses, please first email us the copy of prescription for checking because customers often fill in the wrong prescription. If your prescription is correct, please also don’t worry, we will properly deal with it and ensure you a satisfactory shopping experience.
5. If the the frame is too big and cannot be worn normally, please measure the size of the frame used before and contact the ublins CSR within 30 days to handle the issue properly.
6. If you don't like the glasses you bought, please contact Ublins Customer Service Representative within 30 days after receiving the glasses to a one time only exchange, or 50% refund or get other solutions.
7. If you accidentally fill in the wrong prescription or choose the wrong lenses, please contact Ublins Customer Service representative for free change as soon as possible after payment; if the order has been processed, it cannot be changed. Please contact Ublins Customer Service Representative for a one time only exchange. (We will charge the handling fee due to actual situation or 50% refund)
* The warranty coverage mentioned in the policy is applicable only for manufacturing defects identified during product evaluation. Warranty does not cover damage caused due to customer handling, accidental drops, impact, pressure, misuse, or normal wear and tear.
* All warranty claims are subject to inspection and validation by the expert team. If the issue is found to be customer-induced or falls under policy exclusions, the request will not be considered for warranty replacement or exchange.
Policy Exclusions
- Lens breakages/ cracks/ chipping off/ scratches
- Any fitment or size related issues (covered only within 30 days under No question asked policy)
- Any other wear and tear
- Clip on lost
How To Claim Warranty
- Customers are required to submit 3-4 clear pictures of the product along with their order Id.
- Customer can connect on chat support with us and submit their pictures.
- The team will review the claim and revert within 24 to 48 working hours.
- Complete warranty claim process involves validation of defects through the expert team and hence the complete process could take 5-7 working days. Updates and status/ clarification on your claim shall be sent on email.
As your eyeglasses are a product of daily usage, kindly follow the cleaning and maintenance protocol such as
- Never keep glasses lens down.
- Always use case for storage.
- Always use selvet for cleaning.
- Use lens cleaner and not any other liquid.
Other Terms And Conditions
- Above policy is applicable for all products including eyeglasses, sunglasses. Products such as lens cleaner, cases etc are not covered under warranty.
- Warranty period starts from the date of product delivery.
- Warranty for an exchange order is limited to the period of master order only and will not get refreshed.
- Once warranty is approved, customers should be able to place an exchange order for any product and lens package combination restricted to the value of master order.
- In case the same frame or lens package is not available, the company shall not be responsible. If a different frame or lens package is selected with a higher cost, the difference amount will not be borne by the company. Similarly, if the exchange order cost is lower than the master order, the balance amount will not be refunded in any condition and in any form.
- Refund request shall not be entertained in any scenario during warranty period.
- Store credits will not be allotted in lieu of exchange. The customer can only place an exchange order
If you need to return an item, follow the simple steps below:
Contact us within thirty (30) days of receiving the item to get your Return Merchandise Authorization (RMA) number.
Any returns that have not been previously notified will not be accepted. (our return address: 6901 K Ave suite 103, Plano, TX 75074, US)
These items must be included in the package:
1. The eyeglasses, and any accessories,need to be kept in original packaging(including glasses, glasses case, etc.) to ensure that they will not be crushed during transportation. You can keep other non-sale accessories as free gifts.
2. A note with the RMA# and a brief description of the issue that caused you to return the glasses.
3. A copy of the prescription that the eye dr. provided, so we can inspect the glasses and determine if they were made according to the prescription.
4. We recommend obtaining proof of postage from the Post Office, as we are unable to take responsibility for packages lost in the post. Any postage fees incurred for returning items to us will need to be covered by the sender. This is reviewed on a case by case basis.
You may contact Ublins Customer Service Representative via the following ways: Our online chat agents E-mail: service@ublins.com
