Return and Refund Policy

Last updated: August 18, 2026

Thank you for shopping with JoyeGlasses. We want you to feel confident when choosing your eyewear. Please read this Return and Refund Policy carefully before placing an order.

1. Return Window

You may request a return within 14 days after receiving your order, subject to the conditions below.

To be eligible for a return, the item must be unused, unworn, undamaged, and in its original condition, with all original packaging, accessories, and any included materials.

2. Non-Returnable Items

Because eyewear may involve personal fit, prescription details, and customized lens processing, the following items are not eligible for return unless they arrive damaged, defective, or incorrect:

• Prescription lenses
• Customized lenses
• Lens upgrades, including but not limited to blue light lenses, photochromic lenses, polarized lenses, tinted lenses, mirror lenses, mercury lenses, progressive lenses, readers, and other customized lens options
• Frames fitted with prescription or customized lenses
• Final sale items, gift cards, or promotional items marked as non-returnable
• Items that have been worn, adjusted, damaged, scratched, altered, or modified after delivery

Frame-only products may be eligible for return if they meet the return conditions stated in this policy.

3. Prescription Responsibility

Customers are responsible for providing accurate and complete prescription information.

JoyeGlasses is not responsible for errors caused by incorrect prescription details, incorrect pupillary distance (PD), incorrect lens options selected by the customer, or changes to the customer’s prescription after the order is placed.

If we notice missing or unclear prescription information, we may contact you for confirmation before processing the order.

4. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, defective, or incorrect, please contact us within 7 days of delivery at support@joyeglasses.com and include:

• Your order number
• A clear description of the issue
• Photos or videos showing the product, packaging, and problem area

If the issue is confirmed by our team, we may offer a replacement, repair, refund, or another appropriate solution depending on the circumstances.

5. Return Process

To request a return, please contact us at support@joyeglasses.com before sending anything back.

Please do not return items without contacting us first. Items sent back without prior approval may not be accepted.

If your return request is approved, we will provide return instructions.

Returns are generally made by mail. JoyeGlasses does not currently offer in-store returns or third-party drop-off returns.

6. Return Shipping Costs

Unless the item is damaged, defective, or incorrect due to our error, the customer is responsible for return shipping costs.

Original shipping fees are non-refundable unless the return is caused by our error.

JoyeGlasses does not charge a restocking fee for approved returns.

We recommend using a trackable shipping method. JoyeGlasses is not responsible for return packages that are lost, delayed, or damaged in transit.

7. Refunds

Once we receive and inspect your returned item, we will notify you whether the refund is approved.

If approved, JoyeGlasses will issue the refund to your original payment method within 7 business days after the returned item has been received and inspected.

Please note that your bank, card provider, PayPal, or other payment service may require additional time to process and post the refund to your account after JoyeGlasses issues it.

8. Exchanges

JoyeGlasses does not generally offer direct exchanges.

If you would like a different frame, color, or style, please contact us to request a return for an eligible item and place a new order separately.

If your item is damaged, defective, or incorrect due to our error, please contact us and we will provide an appropriate solution, which may include a replacement where applicable.

Prescription lenses and customized lens orders are not eligible for exchange unless they are damaged, defective, or incorrect due to our error.

9. Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible at support@joyeglasses.com.

We cannot guarantee changes or cancellations once the order has entered processing, lens preparation, customization, or shipment.

10. Contact Us

For return and refund questions, please contact us at:

Email: support@joyeglasses.com
Store: JoyeGlasses