Returns & Refunds

Returns & Refunds

Last updated: 1 July 2026

1. Our return promise

We want you to love your eyewear. If something is not right, you can return most eligible Products within 30 days of delivery for a refund or replacement, subject to this Policy. Because prescription and custom eyewear is made to order specifically for you, some items are non-returnable except where they are defective or where the law requires otherwise — please read Sections 4–6 carefully.

2. Return window

You have 30 calendar days from the date of delivery to request a return or exchange of an eligible Product. Requests made after 30 days may be declined, except for valid warranty claims (see our Warranty) or where applicable law gives you longer.

3. Condition requirements

To be eligible for return, a Product must be:

  • In new, unworn, undamaged condition;
  • Free of scratches, alterations (including resizing or adjustments by a third party), and signs of use; and
  • Returned with all original packaging, cases, cloths, tags, and accessories.

We may reduce or decline a refund for Products returned outside these conditions, to the extent permitted by law.

4. Items that are non-returnable

Because they are produced or personalised specifically for you, the following are final sale and non-returnable, except where the Product is defective or where applicable law provides otherwise:

  • Prescription lenses and prescription eyewear made to your prescription;
  • Custom or personalised items, including custom tints, coatings, edging, or engraving;
  • Gift cards and store credit;
  • Items marked "final sale" at the time of purchase.

If you are unsure whether an item is returnable, contact us before ordering at support@eye2eye.nyc.

5. Defective, damaged, or incorrect items (including our errors)

If a Product arrives defective or damaged, or if we or our laboratory made an error (for example, the lenses do not match the prescription you submitted, or you received the wrong item), we will make it right at no cost to you. Contact us within 30 days of delivery and we will, at our option, remake, replace, or refund the affected Product and cover return shipping. This applies even to otherwise non-returnable made-to-order items, because the issue is our responsibility.

6. Prescription accuracy — our error vs. your prescription

There is an important difference between a fabrication error and a prescription that was inaccurate when you gave it to us:

  • Our fabrication error. If your eyewear was not made to match the prescription and measurements you provided, we will remake or refund it at no charge (Section 5).
  • Inaccurate or outdated prescription you supplied. If your eyewear correctly matches the prescription and measurements you provided, but the prescription itself was wrong, expired, or changed, the made-to-order item is not eligible for a free remake or refund under this Policy. As a courtesy, we may offer a one-time remake or store credit; any such courtesy is at our discretion. Online vision tests, where offered, are provided by Visibly (engaged by GoHub) under its own terms; eye2eye.nyc is not responsible for the prescription those services generate.

We always recommend confirming your prescription and pupillary distance with your eye-care professional before ordering.

7. How to start a return

  1. Email support@eye2eye.nyc (or use your account's order history) within the return window, with your order number and the reason for the return.
  2. We will reply with return authorisation and instructions. Do not ship anything back before you receive return authorisation — unauthorised returns may be delayed or refused.
  3. Pack the Product securely with all original packaging and send it using a trackable, insured method to the address we provide. Keep your tracking number.

8. Refunds — method and timing

Approved refunds are issued to your original payment method (or as store credit, where applicable). After we receive and inspect your returned Product, we will process the refund within a reasonable time, typically within 5–10 business days; your bank or card issuer may take additional time to post it. Original shipping charges are non-refundable except where the return is due to our error or a defect, or where the law requires otherwise.

9. Exchanges

To exchange an eligible Product (for example, a different frame or color), start a return for the original item and place a new order for the replacement. For defective or incorrect items, we will arrange a replacement at no cost (Section 5).

10. Return shipping costs

If the return is due to our error, a defect, or a valid warranty claim, we cover return shipping. Otherwise, you are responsible for return shipping costs, and original shipping charges are non-refundable.

11. Cancelling or changing an order

Orders, especially made-to-order items, may enter fabrication quickly. To request a change or cancellation, contact us as soon as possible at support@eye2eye.nyc; we cannot guarantee changes once an order has entered fabrication. See our Terms of Sale for more.

12. Contact us

  • Email: support@eye2eye.nyc
  • Operator: eye2eye.nyc is operated by [Operating company name and U.S. address — to be added] (operating company legal name and U.S. mailing address to be completed before launch)