Warranty, Breakage, and Replacement Policy

  • Cancellation of Order:
    • Orders may be cancelled for a refund only if the lab has not yet started processing the lenses. Orders are typically sent to the lab on the same day that the Order is placed with Lenza.
    • We do not give refunds for Orders where the lenses have already been processed by the lab. We will work withthe lab, the frame manufacturer, and the Patient’s insurance company to correct any issues with an Order.
  • Frame Restyling:
    • Must be within 60 days of the original order pick-up date.
    • If a Patient finds that they dislike their frame after purchase, the Patient can switch the frame out for another frame of equal or lessor price.
    • Patient will receive a 50% discount on the price of the lenses that will need to be re-made to fit the new frame.
  • Non-Adapt for Progressive Lenses:
    • Must be within 60 days of the original order pick-up date.
    • Progressive lenses can be switched to a trifocal, bifocal, or single vision with the same lens enhancements at nocost. (A refund will not be given for the difference in cost between the Progressive lenses and the new lenses).
    • Progressive lenses can also be upgraded to a higher quality Progressive lens. The Patient will only be charged the difference in price between the original lenses and the new lenses.
  • Non-Adapt for Other than Progressive Lenses:
    • Must be within 60 days of the original order pick-up date.
    • All other lenses can be switched to a reader-only lens with the same lens enhancements at no cost. (A refund will not be given for the difference in cost between the original lenses and the new lenses).
    • Lenses can also be upgraded to a higher level lens type. The Patient will only be charged the difference in price between the original lenses and the new lenses.
  • Lens Warranties:
    • Anti-scratch lens coatings have a 1-year warranty. Lenses will be replaced at no cost.
  • Broken Frames Caused by Patient Mishap:
    • Must be within 6 months of the original order pick-up date.
    • Patient can receive a 40% discount for a replacement pair of glasses. The discount applies to both the frame and the lenses.
  • Broken Frames Caused by Manufacturer Defect for Discount Frames:
    • 1-year warranty on frame. Frame will be repaired and/or replaced at no cost. If replacement parts are no longer available, the Patient may choose another frame of equal or lessor price.
    • If new lenses are required, we will replace the lenses up to $200. If the price of the lenses is more than $200, the Patient will pay the difference in the price.
  • Broken Frames Caused by Manufacturer Defect for All Other Frames (Non-Discount Frames):
    • 1-year warranty on frame. Frame will repaired and/or replaced at no cost. If the frame and/or replacement parts are no longer available, the Patient may choose another frame of equal or lessor price.
    • If new lenses are required, replacement lenses will be provided at no cost.
  • Doctor Prescription Redos:
    • Must be within 60 days of the original order pick-up date.
    • Lenses can be re-made to fine-tune a prescription at no cost (one time only).
    • If the Patient would like to change the lens prescription after 60 days, or would like more than one Redo, the Patient will receive a 50% discount on the price of the new lenses.