Customer Commitment Transparent Returns & Cancellation Assurance
At Vue Smart Glasses, we are committed to providing premium optical craftsmanship and cutting-edge audio innovation. We understand that ordering prescription smart eyewear involves technical customization. This comprehensive policy outlines your rights, restocking structures, and return procedures to ensure a seamless purchasing experience for individual wearers and international commercial partners.
Official Note: The terms below apply directly to purchases completed via our official direct-to-consumer store. Items acquired via crowdfunding platforms (e.g., Kickstarter, BackerKit) follow backing terms detailed in the crowdfunding section below.
Order Processing Order Cancellations & Restocking Fees
If you need to cancel an order prior to shipment, please submit a written cancellation request to our customer care team. Orders are processed rapidly through our prescription surfacing lab. Once lens edging or prescription mounting has initiated, standard restocking fees apply per pair to cover custom optical surfacing and raw lens materials.
Restocking Fee Schedule (USD)
Standard Non-Corrective Lenses (Plano) $0.00
Single Vision / Reading Lenses (Standard Index) $25.00
1.67 High Index Single Vision Lenses $50.00
1.74 Ultra-High Index Single Vision Lenses $100.00
Progressive / Multifocal Lenses (Standard) $200.00
Blue Light Filtering - Single Vision / Reading Lenses $80.00
Blue Light Filtering - 1.67 High Index Lenses $130.00
Blue Light Filtering - 1.74 High Index Lenses $180.00
Blue Light Filtering - Progressive Lenses $280.00
Photochromic Transition - Single Vision Lenses $100.00
Photochromic Transition - Progressive Lenses $300.00
Polarized Sun Lenses - Single Vision / Non-Corrective $80.00
Polarized Sun Lenses - Progressive Lenses $280.00
The final net refund calculation equals the full order transaction amount paid minus the applicable lens restocking fee listed above.
Customization & Promos Personalized Etching & Promotional Sales
Laser Personalization & Engraving: Adding custom engravings or bespoke frame personalizations permanently modifies the structural frame hardware. In the event of a cancellation or return, the full cost of the personalization service is non-refundable as detailed on your itemized receipt.
Clearance & Promotional Sales: Promotional events marked explicitly with "All Sales Are Final" or "Clearance Sale" are non-refundable and exempt from standard return privileges. Warranty coverage against electronic or functional manufacturing defects remains fully valid on all promotional items.
RMA Guidelines Step-by-Step Return Authorization Procedure
Customers may request a return within 7 calendar days following confirmed package delivery. Returned merchandise must be completely unused, unaltered, free of physical wear, and returned inside original protective packaging with all accessories included.
1
Request RMA
Contact optical customer support to request a formal Return Merchandise Authorization (RMA) tracking number.
2
Package & Postmark
Securely pack all items. The return parcel must be postmarked within 7 days of receiving your official RMA number.
3
Inspection & Refund
Upon physical arrival and QA inspection at our service facility, eligible refunds are credited to the original payment method.
Crowdfunding Policy Kickstarter & BackerKit Backer Rewards
Products acquired as reward fulfillments for backing early-stage innovation campaigns on crowdfunding platforms (such as Kickstarter or BackerKit) represent backer contributions towards hardware development. Under platform policies, crowdfunding rewards are not eligible for voluntary returns or monetary refunds. Full technical warranty services apply to repair or replace hardware defects.
Have Questions About Your Order or Wholesale Returns?
Our dedicated optical support and international customer relations team are available to assist with warranty claims, prescription confirmation, and return tracking.
Inquire Now 