What is Your Returns/Exchange PolicyUpdated 3 months ago
What is Your Returns/Exchange Policy?
We want you to love the frames you carry. While we do our best to ensure accurate orders and satisfaction, we understand that sometimes a return is needed. Here's how our return policy works:
Eligibility for Returns (U.S. Accounts)
Returns are accepted when accompanied by the purchase of two (2) replacement frames.
To qualify, returned frames must:
- Be unused and in their original packaging
- Be active styles (discontinued frames are not eligible for return outside of the standard return window)
Eligibility for Returns (Canada Accounts)
Due to cross-border shipping costs, duties, and processing considerations, Canadian returns follow a 3-for-1 exchange structure.
Returns are accepted when accompanied by the purchase of three (3) replacement frames for every one (1) frame returned.
To qualify, returned frames must:
- Be unused and in their original packaging
- Be active styles (discontinued frames are not eligible for return outside of the standard return window)
Exceptions
In some cases, we may approve returns outside of the standard policy, including:
- Special accommodations made at the account level
- Order fulfillment or shipping errors
All exception requests are reviewed on a case-by-case basis.
Next Steps
Once we receive your RA details, new order details, and the RA is approved:
- We will process your new order for fulfillment.
- A credit or discount will be applied to the new order based on the number of frames being returned:
- U.S. Accounts: For each returned frame, one replacement frame will be discounted to $0 (e.g., return 4, order 8 → 4 free).
- Canada Accounts: For each returned frame, one of every three replacement frames will be discounted to $0 (e.g., return 4, order 12 → 4 free).
You will receive an order confirmation email with an invoice once the order is processed.
How to Submit a Frame Return
Option A: Submit Directly
Email Luminous Optical Customer Service with:
- Invoice number
- SKU of the original frame being returned
- SKUs of the new frames being purchased
If approved:
- A Return Authorization (RA) number will be issued
- A prepaid return label will be included with the shipment of your new frames (U.S. only; Canada return logistics may vary)
- After return receipt and inspection, we will send a confirmation email
Option B: Submit via Your Sales Rep
Share the following information with your assigned rep:
- Invoice number
- Details and SKUs of the return and exchange frames
Your rep will coordinate with our Customer Experience team to submit the return request. All communication regarding the RA, label, and credit will be routed through your rep or directly to your office, depending on your preference.