Check the Window
Return and exchange requests must be made within 30 days after the order is delivered. Requests made after the return window may not be eligible for a refund, store credit, or exchange.
Visionlisse Customer Care
Refund Policy
We want every Visionlisse order to feel clear, fair, and supported. This Refund Policy explains how returns, exchanges, inspections, refund timing, damaged items, incorrect items, and non-returnable conditions are handled for eyewear, frames, sunglasses, reading glasses, kids eyewear, and protective cases purchased from Visionlisse.
30
Day Return Window
Free
Returns & Exchanges
3–5
Business Day Delivery
Policy Overview
A clear refund standard for modern eyewear shopping.
Visionlisse accepts eligible returns and exchanges within 30 days of delivery. Returned items must be in a clean, unused, undamaged, and resale-ready condition with original packaging, accessories, labels, protective materials, and any included case or cleaning item when applicable.
Keep Items Complete
Eyewear should be returned with all original components, including frames, lenses, cases, pouches, cleaning cloths, packaging inserts, tags, and protective materials when they were included with the order.
Return in Good Condition
Items must be free from scratches, heavy wear, stains, odors, bending, broken parts, lens damage, missing accessories, or signs of improper handling after delivery.
Wait for Inspection
Refunds are processed after the returned item is received and inspected. The inspection confirms the order, product condition, included accessories, and eligibility under this policy.
How to Begin
Start your request with the right information.
To help us review your request quickly, please prepare your order number, the email address used at checkout, the item name, the reason for return or exchange, and clear photos if the item arrived damaged, defective, incorrect, or incomplete. This helps us verify the situation and provide the correct next step.
Please do not send items back without receiving return instructions first. Unauthorized returns, returns sent to the wrong location, incomplete returns, or packages sent without identifiable order information may be delayed, refused, or unable to be processed.
Order Number
Include the order number so the return can be matched to the correct purchase record.
Item Details
Identify the exact product, color, style, or category involved in the request.
Reason for Return
Let us know whether the request is about fit, style preference, damage, defect, wrong item, or another concern.
Photo Evidence
For damaged, defective, or incorrect items, clear photos help us review the case with accuracy.
Unworn eyewear with no damage.
Eligible items should be returned without scratches, lens marks, frame bending, broken hinges, missing nose pads, heavy fingerprints, makeup residue, sunscreen residue, hair product residue, or signs of prolonged wear.
Original accessories must be included.
If your order included an eyeglass case, pouch, cleaning cloth, printed insert, packaging sleeve, lens protector, or other accessory, those items must be returned together with the product.
Coverage across Visionlisse categories.
This policy applies to Polarized Sunglasses, Kids Sunglasses, Blue Light Glasses, Prescription Frames, Cycling Glasses, Sport Sunglasses, Reading Glasses, Kids Eyewear, and Eyeglass Cases.
Order verification is required.
We may ask for order confirmation, customer email, shipping details, or product photos before approving a return, exchange, replacement, refund, or store credit.
Refund Timing
What happens after your item is returned.
Refund timing depends on delivery of the return package, inspection approval, and payment provider processing time. We work to keep the process organized and will review returned items carefully once they arrive.
Return delivery is confirmed first.
Once the return package reaches the approved return location, the item is checked against the original order record and return request information.
- Package must include identifiable order information.
- Returned items must match the approved request.
- Missing or mismatched items may delay review.
Condition and completeness are inspected.
We review the frame, lenses, included accessories, packaging, and general condition. If the item qualifies, the refund, exchange, replacement, or store credit process moves forward.
- Scratched lenses may affect refund eligibility.
- Missing cases or accessories may reduce approval.
- Items damaged after delivery may be refused.
Approved refunds return to the original payment method.
After approval, refunds are issued to the original payment method used at checkout unless a different resolution is agreed to in writing.
- Bank processing times may vary.
- Original payment provider rules may apply.
- Shipping upgrades, if any, may be non-refundable.
Refund Methods
Different solutions for different situations.
Depending on the request and item condition, Visionlisse may offer a refund, exchange, replacement, or store credit. The available resolution depends on order verification, return eligibility, product availability, and inspection results.
For approved eligible returns.
A standard refund may be issued when an eligible item is returned within the 30-day window, passes inspection, includes required packaging and accessories, and meets the condition requirements outlined in this policy.
- Refunds are generally returned to the original payment method.
- Refund approval requires inspection after return delivery.
- Payment provider posting times are outside our direct control.
For fit, style, damage, or incorrect items.
An exchange or replacement may be available when the requested item is in stock, the return request is approved, or the original product arrived damaged, defective, incorrect, or incomplete.
- Replacement availability depends on current inventory.
- Incorrect or damaged item claims may require photos.
- Exchanges follow the same 30-day return window.
Exceptions
Items that may not qualify for refund approval.
We want the policy to be fair and practical. Certain conditions may prevent a return from being approved or may require additional review before a final decision is made.
Visible wear may prevent approval.
Returns may be refused if the product shows signs of use beyond careful try-on, damage after delivery, altered shape, scratched lenses, broken parts, stains, odors, or missing components.
- Scratched or cracked lenses.
- Bent frames or damaged hinges.
- Missing case, cloth, or packaging.
Requests after 30 days may be declined.
Return and exchange requests submitted after the 30-day window may not qualify. We recommend reviewing your eyewear as soon as it arrives so any issue can be reported promptly.
- Return window begins after delivery.
- Late delivery claims require tracking review.
- Delayed inspection may affect eligibility.
Unapproved packages may be delayed.
Please request return instructions before sending anything back. Packages sent without authorization or sufficient order details may be difficult to identify and may not be eligible for refund processing.
- Do not ship to an unconfirmed address.
- Include order identification inside the package.
- Keep tracking records until review is complete.
Damaged, defective, or incorrect items should be reported promptly.
If your order arrives damaged, defective, incorrect, incomplete, or visibly different from what you ordered, please prepare clear photos of the item, packaging, shipping label, and any visible issue. A prompt report helps us review the case accurately and determine whether a replacement, exchange, refund, or other resolution is appropriate.
Hammond, IN 46323
United States
support@visionlisse.mom
+1 (463) 494-3874
Policy Questions
Refund Policy questions.
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How long do I have to request a refund?
Eligible refund and exchange requests must be submitted within 30 days after your order is delivered. Requests submitted after this window may not qualify for refund approval.
Do returned glasses need to be unused?
Yes. Returned eyewear should be clean, unused, undamaged, and complete. Items with scratched lenses, bent frames, broken parts, missing accessories, stains, odors, or signs of extended wear may be refused.
Can I exchange instead of receiving a refund?
An exchange may be available when the return is eligible and the requested replacement item is in stock. Exchanges follow the same 30-day return window and condition requirements.
What should I do if my item arrives damaged?
Please report the issue promptly and prepare clear photos of the product, packaging, shipping label, and visible damage. This helps us verify the situation and provide the correct resolution.
When will I receive my refund?
Refunds are processed after the returned item is received, inspected, and approved. Once approved, the refund is issued to the original payment method unless another resolution is agreed to in writing. Your bank or payment provider may require additional time to post the funds.
Are original shipping upgrades refundable?
Standard free shipping does not create a customer shipping charge. If a paid shipping upgrade or special shipping service was selected, that upgrade may be non-refundable unless required by applicable rules or unless the issue was caused by an error on our side.
What happens if I send an unauthorized return?
Unauthorized returns may be delayed, refused, or difficult to process. Please follow return instructions first and include enough order information inside the package so the return can be matched to your purchase.
Does this policy apply to all Visionlisse products?
This policy applies to Visionlisse eyewear and eyewear accessories, including Polarized Sunglasses, Kids Sunglasses, Blue Light Glasses, Prescription Frames, Cycling Glasses, Sport Sunglasses, Reading Glasses, Kids Eyewear, and Eyeglass Cases.