We'll issue a refund to your original payment method within 5-10 days after receiving your return, your refund should show on your statement within 7-14 days. A flat $10 domestic return shipping fee will be deducted from your refund.
Returns must be shipped back to us within 60 days of the shipment date.
While uncommon, if your return is not in original condition (if there is damage to the lenses or frame, like scratches), a restock fee will be deducted from your refund as follows: USD $30 for scratched/damaged frames, USD $50 for scratched/damaged lenses, USD $75 for scratched/damaged lenses and frame.
Shipping costs are non-refundable. For fees/duties/VAT/or additional taxes that we did not collect, we can provide you documentation to request a duty/tax refund from your local government authority, if applicable. We do not reimburse nor refund any brokerage or international courier fees.
We'll work with you to make things right. Feel free to reach out to us with any questions or concerns.
Non-Refundable & Non-Exchangeable items:
- Gift cards
- Seasonal frames
- Prescription orders
- Custom orders
- Uncut lenses
NOTE: Consider purchasing a returnable Avulux branded frame with non-prescription lenses to confirm you're happy with the Avulux lenses prior to making a custom order.
To initiate a domestic (USA) return or exchange:
Please visit our return portal to initiate a domestic return or exchange.
Note: We do not refund shipping costs, there's a flat USD$10.00 return shipping cost on domestic returns. We offer free USA exchanges.
To Initiate An international (customers outside USA) Return Or Exchange:
1. Confirm the item you purchased is returnable and email us at firstname.lastname@example.org with your order number and a reason for the return or exchange.
2. We'll review your return or exchange request for approval (normally within 1 business day).
3. We'll send you instructions on how to ship your glasses back.
Note: We do not refund shipping costs and we do not cover return costs. We offer free USA exchanges.
Exchange for a different item
To request an exchange, please go through the domestic return process above. We'll send you a return label at no additional cost and you'll receive a store credit via email (in the form of a gift card) so that you may apply it to your exchange purchase on our website. Please confirm the returned item is in its original condition and packaging.
To request an exchange, please go through the regular international return process above. We will send you instructions for return shipping and we will issue you a store credit to apply to your new purchase once we receive and inspect your return. Please confirm the returned item is in its original condition and packaging.
Shipping Errors & Defective Items
We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Please contact us within 5 days of delivery to process an exchange due to our error.
If you receive a defective item, we will exchange your defective item for the same make and model item at no extra cost to you. Please contact us within 5 days after receiving a defective item to process your exchange.
Prescription Order Issues
If you're experiencing an issue with the Rx in your Avulux lenses, we're able to re-process your order once at 40% of the original cost within 60 days. Please contact us and we'll take care of you.