Order Cancellations & Restocking Terms
This policy applies to verified purchases made directly through our official global distribution portal and authorized commercial channels. Because Vue smart eyewear integrates custom optical lenses and advanced directional audio micro-electronics, order cancellations are subject to specific restocking guidelines based on production stage and lens type.
Important Note on Custom Glazing: Every pair of prescription smart glasses is custom-edged to customer specifications upon order submission. Once lens edging or coating processes have commenced in our optical lab, non-recoverable lab fees apply if a cancellation request is submitted prior to dispatch.
Prescription & Specialty Lens Restocking Fee Schedule
Restocking fees cover specialized optical laboratory labor, lens calibration, and raw material loss. All values are listed in USD per frame unit:
Standard Optical & Smart Audio Frame Restocking Fee Breakdown
| Lens Category & Specifications |
Standard Non-Rx / Single Vision |
High Index (1.67 / 1.74) |
Progressive / Multifocal |
| Standard Clear Lenses |
$0 (Plano) / $25 (Single Vision) |
$50 (1.67) / $100 (1.74) |
$200 |
| Blue Light Filtering Lenses |
$80 (Single Vision / Plano) |
$130 (1.67) / $180 (1.74) |
$280 |
| Photochromic Lenses |
$100 (Single Vision / Plano) |
$150 (1.67) |
$300 |
| Tinted Sun Lenses (Black / Brown) |
$0 (Plano Non-Corrective) |
$50 (Custom Tints) |
$200 |
| Polarized Audio Sun Lenses |
$80 (Single Vision / Plano) |
N/A |
$280 |
The total refund amount equals the initial purchase order price minus the applicable restocking fee according to the table above.
Frame Customization & Laser Engraving Terms
Custom laser engraving, personalized temple branding, and custom acetate finishes permanently alter the physical hardware of the smart frame. When a cancellation or refund request is submitted for customized units:
- If laser etching or frame customization has been executed prior to cancellation, the full cost of the customization service will be deducted as a non-refundable restocking fee.
- If frame production has not yet entered the laser etching phase, no customization fee will be deducted.
7-Day Return Procedure & RMA Authorization
For eligible non-bulk orders shipped from our logistics centers, buyers may request a Return Merchandise Authorization (RMA) within 7 calendar days following confirmed product delivery.
RMA Compliance & Product Condition Requirements
- Condition Verification: Returned smart eyewear must be unused, free from cosmetic scratches or hardware tampering, and enclosed in original protective packaging along with all charging accessories and manuals.
- Postmark Window: The returned parcel must be postmarked within 7 days of RMA issuance. Returned shipments failing to meet this timeline may be rejected or returned to sender at receiver's expense.
- Quality Control Inspection: All returned audio frames undergo rigorous technical verification at our service facility to inspect acoustic chambers, Bluetooth modules, touch capacitive sensors, and structural integrity before refund release.
Return freight costs and localized customs duties are the responsibility of the returning buyer unless the return is due to a verified hardware defect covered under our limited warranty.
Promotional Sales & Platform Fulfilment Policies
Clearance & Final Sale Items
Promotions designated as Clearance, Final Sale, or Special Wholesale Liquidation are non-refundable and non-returnable. Units received under final sale terms remain fully covered under our 1-Year Hardware Limited Warranty against manufacturing defects.
Crowdfunding & Backer Rewards
Hardware delivered through crowdfunding platforms (such as Kickstarter or BackerKit) represents backer pledges supporting hardware R&D and initial production runs. These units are governed by platform-specific backer rules and are not eligible for standard commercial returns or cash refunds.
B2B & Enterprise Procurement
Need Assistance with Wholesale Orders or RMA Claims?
Our dedicated support team works directly with global optical distributors, corporate buyers, and retail partners to ensure seamless order processing, warranty verification, and customized procurement terms.
