Return Policy
Cancellation
We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out.
Return
365-Day Warranty: Customers will enjoy a 365 days warranty (365 days from the date of receipt), covering any possible defect in materials and workmanship. This warranty does not cover damage caused by accidents, negligence, or improper care.
Returns (if applicable)
We accept return of products. Customers have the right to apply for a return within 14 days after delivery the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please ask our customer service to make sure you send the package to the right address.
Notes
Custom-order or personalised items do not have a right to 14 days refund.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.
No restocking fee to be charged to the consumers for the return of a product.
Refunds (if applicable)
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at [email protected]
Please contact our Customer service at [email protected] to get the return address.
SphereOptical’s LIABILITY
My glasses were damaged on arrival. What can I do?
We will take full responsibility for Damaged goods problems and we can remake totally free or offer a full refund.
Please contact us immediately, and provide us with your order number, frame number, along with pictures of the damaged item.
The glasses received are not what I ordered!
We will take full responsibility if we have not fulfilled your order according to your order details: prescription, frame (color, and style), and lens type (thickness, color, and coatings).
- If the prescription is incorrect, please send us a photo of your original prescription, along with the order number, and frame number.
- If you received the wrong frame, please send us a photo of it, along with your order number and frame number.
I received glasses with missing parts or defects.
- If you received glasses with missing parts, please send us a photo, along with your order number and frame number.
- If your glasses have defects, please send us photos of defects, along with your order number, and frame number.
- If you are missing parts or the glasses have little defects that will not affect normal wear, and you'd like to accept the glasses, we can send you a voucher or partial-refund as compensation.
The glasses are broken after wearing less than 14 days.
If your glasses are subsequently faulty due to the workmanship/quality of the materials within 14 days of receiving them, a new pair will be remade and resent to you at no additional cost to you. Or alternatively we can send you a voucher code to put towards the purchase of new glasses and include free shipping with Sphere Optical.
YOUR LIABILITY
The frame size is too big for me, so I can not see out of them.
Working out the right frame size is a common issue when purchasing glasses online. Measure your glasses to confirm the frame size, and contact us within 14 days of receiving these original glasses. We will provide a discount code for you to purchase a new pair. You will need to pay is the shipping and any product price difference.
The glasses are good, but I do not think they look good on me.
If you do not like the style, the color, or the coatings, please contact us within 14 days of receiving the glasses. We will provide a discount code for you to purchase a new pair. You will need to pay the shipping costs and price difference for the new product. If you prefer to receive a refund, this is acceptable, however Shipping fees, will not be refunded.
I entered the wrong prescription./I entered an expired prescription.
Please note that we do not accept expired prescription. You are entitled to submit a refund/exchange request in your account including your original prescription within 14 days of receiving the item(s). You will need to pay shipping fees and any product price difference.