What Is Your Warranty Policy?Updated 2 months ago
We stand beind the quality of our eyewear and are committed to supporting our partners when issues arise. Below is an overview of whats covered under our warranty program.
Coverage Details
Coverage Terms:
Our warranty covers eligible eyewear for 2 years from the orignal dispensing or purchase date by the patient or customer
Whats Covered:
Frame Manufacturing Defects - examples include broken hinges, oxidation, or structural failures due to material or workmanship
Lens Defects- Issues such as delamination or crazing that are manufacturer-related
Whats Not Covered:
Scratchd Lenses
Accidental damage (e.g., chewing, dropping, sitting on frames etc)
Damage from normal wear and tear
Alterations or issues caused by third-party lens edging or processing
How To Submit A Warranty Claim:
Option A: Submit Directly
- Invoice number
- Frame and/or lens details
- Description of the issue
- Clear, close-up photos of the defect
If approved:
- You’ll receive a Return Authorization (RA) number
- A prepaid return label will be provided if needed
- A replacement product will be shipped at no charge
If the claim does not qualify under warranty:
- We’ll provide a clear reason
- You're welcome to reply with additional context or documentation for reconsideration
Option B: Submit via Your TOMS Sales Rep
Share the following information with your rep if you have been assigned one:
- Invoice number
- Product details and photos
- Description of the issue
Your rep will submit the claim on your behalf to our internal team
The resolution (RA number, label, replacement, or clarification) will be coordinated between the rep and the Luminous Optical team.