Returns and Exchanges
At vision-glasses.store, we want every customer to be satisfied with their purchase. That is why we offer clear and transparent return and exchange conditions in accordance with Ukrainian legislation.
Return and Exchange Conditions
You may request a return or exchange within 14 days from the date of receiving your order if:
- the product has not been used;
- the original appearance, packaging, and complete set are preserved;
- there are no scratches, mechanical damage, or signs of wear;
- all labels, protective elements, and accessories are intact.
Products Eligible for Return
The following products of proper quality may be returned or exchanged if they have not been used:
- eyeglass frames;
- sunglasses;
- ready-made reading glasses;
- other products without individual modifications or personalization.
Products Not Eligible for Return
Products made according to an individual customer order are not eligible for return or exchange:
- prescription glasses made to an individual prescription;
- lenses manufactured according to individual parameters;
- products with individual modifications or personalization;
- products with signs of use, damage, or incomplete packaging.
If the Product Has a Defect
If you receive a product with a manufacturing defect, damage, or an order mistake, please contact us within 48 hours after receiving the product.
To process your request faster, please send your order number and photos of the defect or damage. After inspection, we will offer a product exchange or a refund.
Refunds
Refunds are processed after the returned product has been received and inspected by the store. The funds are returned to a bank card or by another agreed method within 3–7 business days.
Return Shipping
- if the return is initiated by the customer, return shipping is paid by the customer;
- if the product has a defect or was shipped by mistake, return shipping is paid by the store.
How to Request a Return or Exchange
To request a return or exchange, please contact our support team through the contact form or using the contact details provided on the website.
We always try to resolve every issue quickly, fairly, and comfortably for the customer.