Lens and Frame Replacement Policies and Procedures
We receive many questions about replacing lenses in existing frames. Below, you’ll find comprehensive information regarding our policies and available options for lens replacement.
Overview
We provide a lens replacement service under specific conditions, primarily depending on the warranty coverage of the frames. Options differ based on whether the frames are within or outside the warranty period. Additionally, options may vary based on frame compatibility, discontinued frames, and whether the customer wants to reuse lenses.
Warranty-Based Replacements
We offer free lens replacement for frames if they are still under warranty. The key steps to replacing lenses under this policy are:
Confirm that your frames are covered under the warranty, which is valid for one year from the receiving date.
Contact our customer support team to confirm your prescription and shipping address.
Return the frames using the prepaid return label, if provided, to process your request.- If you choose a replacement frame that costs more than the original, you only pay the price difference.
Warranty covers factory defects only and does not include damage caused by accidents or regular use.
Out-of-Warranty Frames
For frames that fall outside the warranty period, replacement lenses cannot be directly installed by us. However, we provide alternative solutions:
Order replacement lenses, which we can ship to you for local installation at an optometrist. Depending on the lenses you need, we will send you a payment link for the cost of the lenses.
If your frames are out of warranty and non-Kits branded, you cannot send them back for lens replacement.- Purchase replacement frames without lenses and reuse your existing lenses, provided they are compatible with the new frame. Compatibility should be confirmed with a local optical shop before purchasing.
Reuse lenses in new frames if the specifications match. Consult an optical shop to ensure compatibility.
Exchange frames while keeping your existing lenses. Provide the exact model and color for the replacement.
Exclusions
Frames not purchased through us, including high-end brands like Tom Ford, are not eligible for lens replacement.- Lenses are not returned after a refund, as they are custom-made for the original order.
Discontinued frames cannot be repaired or replaced, but alternative styles can be suggested.
If you have additional questions or require support, feel free to reach out to our customer service team for assistance.