Refund Policy
Clear, fair, and designed to protect both your vision and your investment.
Last updated: November 21, 2025
Thank you for choosing Concierge Optical. Because prescription eyewear is custom-made specifically for your vision needs, our refund policy is structured to protect both the accuracy of your lenses and the high standards of our Texas-based lab.
1. Prescription Eyewear (Non-Refundable After Production Begins)
All prescription lenses are custom-made medical devices crafted to your exact prescription. For this reason, prescription lens orders cannot be refunded once lens production has begun.
However, your eyewear is fully protected by:
- 100% Prescription Accuracy Guarantee
- 60-Day Fit & Comfort Guarantee
- Free remake if something feels off
- Licensed optician support throughout the process
If we made a mistake, we fix it — free of charge.
2. Frame-Only & Non-Prescription Items (Refundable)
You may return non-prescription frames, accessories, or frame-only orders within 30 days of delivery if they are:
- In new, unworn condition
- Free from scratches, wear, or damage
- Returned with all original packaging, case, and cloth
A refund will be issued once the return is received and inspected.
3. Cancelling an Order
You may cancel your order before your lenses enter production.
Once production begins, cancellation is no longer possible due to the custom nature of prescription lenses.
If you need to cancel, please contact us immediately — we’ll do our best to assist.
4. Damaged or Defective Items
If your glasses arrive damaged or defective, notify us within 7 days of delivery.
We may request photos to document the issue. Once verified, we will arrange a:
- Replacement frame
- Lens remake
- Or full replacement, depending on the issue
We’ll always make it right.
5. HSA/FSA Purchases
If you paid with an HSA or FSA card, any eligible refund must be issued back to the same HSA/FSA card, per IRS guidelines.
We recommend retaining your itemized receipt for your records.
6. Shipping Costs
Standard shipping is always free.
Shipping fees (if applicable in the future) are not refundable unless the return is due to our error.
7. Exchanges
Because prescription lenses are custom-made, exchanges usually fall under our lens remake process rather than a traditional exchange.
Non-prescription frames may be exchanged within 30 days if in new condition.
8. How to Start a Return or Refund Inquiry
Please include the following information when contacting us:
- Your order number
- The name and email used at checkout
- A brief description of the issue
- Photos (for damage or defect claims)
Our concierge support team will guide you every step of the way.