Refund Policy
A legal disclaimer
At Frame Finesse, many of our products are custom-made using customer-provided prescriptions and measurements. Because of this, our refund policy is different from standard retail stores. Please read carefully before placing an order.
All prescription lenses are custom-made and:
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❌ Non-refundable
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❌ Non-returnable
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❌ Non-cancellable once production has started
This includes:
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Single vision lenses
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Bifocals
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Progressives
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Any lens with coatings, tints, or custom options
Once your frame has been sent to the lab, the order cannot be canceled or refunded.
You are responsible for providing:
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A valid and accurate prescription
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Correct measurements (PD, OC height, segment height, etc.)
Frame Finesse is not responsible for errors caused by incorrect information provided by the customer.
If lenses need to be remade due to incorrect information submitted by the customer, additional charges will apply.
Frames may be eligible for return only if:
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They are unused
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In original condition
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And the order has NOT been sent to the lab yet
Return requests must be made within 7 days of delivery and must be approved by Frame Finesse before sending anything back.
Shipping costs are non-refundable.
If your frame arrives:
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Damaged
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Defective
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Or incorrect due to our error
You must contact us within 48 hours of delivery with photos of the issue. We will review the issue and, if approved, offer:
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A replacement, or
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A store credit, at our discretion
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Frame Finesse is not responsible for:
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Packages marked as delivered by the carrier
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Stolen packages after delivery
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Delays caused by shipping carriers
No Refunds For:
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Buyer’s remorse
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Incorrect prescriptions or measurements provided by the customer
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Delays outside our control
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Orders already in production
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Custom lenses under any circumstance
We are a small business and we handle every order personally. If something goes wrong on our end, we will always work with you to make it right.