Refund policy

Regular Orders

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. For prescription eyewear, we offer a one-time replacement within that 14 day period. As we are unable to provide shipping labels, you will need to provide us the tracking number of your return once you have shipped it, so we can ensure we receive your return. Items may be returned for a different item of equal or lesser value, or a refund. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Our 14 day return does not cover damage and/or return requests caused by accidents, negligence, loss, or improper care.

To start a return, you can contact us at help@neweyesglasses.org. Please note that returns will need to be sent to the following address: 217 Yale Ave. Morton, PA 19070 Attn: New Eyes Returns. 

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at help@neweyesglasses.org.

We continuously monitor return activities to prevent abuse and reserve the right to limit returns and exchanges in any situation.

E-Voucher Orders

This covers any orders that are order under the E-Voucher program, or use a discount code issued in conjunction with that program. For these orders, we have a 14-day return policy, which means you must notify us of issues within 14 days of receiving the product. As all items are custom made to order and cannot be reused, they may not be returned due to order errors or change in personal preference. This includes ordering the wrong size or color, or order entry errors. If you have issues seeing out of your eyewear, please contact us at help@neweyesglasses.org so we can determine the cause of the issue, and determine next steps. We will replace any products that were determined to have been caused by a manufacturing error. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at help@neweyesglasses.org.