Return, Exchange & Warranty Policies

We're dedicated to ensuring you enjoy "sharp vision" and "all-day comfort" with every purchase. Find all the information you need about our straightforward return, exchange, and warranty processes.

60-Day Return & Exchange Policy

Whether you have questions about fit, style, or quality, Popframes is here to make your experience seamless. Below is our straightforward guide for returns and exchanges:

Situation Responsibility Resolution
Items arrive damaged  POPFRAMES Free remake or refund
Lens manufacturing error  POPFRAMES Free remake or refund
Prescription lens manufacturing error  POPFRAMES Free remake
Wrong frame shipped  POPFRAMES Free remake or refund
Missing accessories  POPFRAMES Replacement or refund
Customer selected the wrong size  Customer  Exchange / Remake at cost
Customer does not like the color  Customer  Exchange / Remake at cost
Customer does not like the style Customer  Exchange / Remake at cost
Customer changes their mind Customer  Usually not eligible for a full refund
Customer wants custom prescription lenses Customer  Customization fee is non-refundable

General Guidelines for Returns/Exchanges

Timeline

You have 60 days from the delivery date to request a return or exchange. After that, we'll assume you're happy with your purchase!

How to Apply

Go to "My Orders" in your Popframes account, select "Refund," and follow the prompts. Or email us at service@popframes.com with your order numbers and your request.

Required Info

Have your order number, product photos, and a clear description of the issue ready. For defects, close-up photos in natural light help us process your request faster.

Processing Times

Refunds take 3–7 business days to hit your account; remade orders ship within 1–3 days of approval.

Limit

Each order is eligible for one return or exchange request (this covers all items in the order, so make sure to address all concerns at once).

Our Commitments to You

  • Zero Risk for Quality Issues: We stand by our craftsmanship. If it's our fault, we'll fix it for free—no questions asked.

  • Transparent Pricing: See a clear breakdown of costs (production vs. profit) in your order details. Our team will also keep you updated at every step of the process.

  • Dedicated to Improvement: Your feedback matters! Every comment helps us refine our products and services. Thanks for choosing Popframes—we're here to help you see (and look) your best.

1-Year Quality Warranty

We stand behind the durability and quality of our products. Enjoy 1 year of coverage for manufacturing defects—here's what you need to know:

Warranty Basics

  • •
    Start Date: Your warranty begins on the day your order is delivered (based on shipping confirmation or e-receipt).
  • •
    What's Covered: Free repairs or replacements for defects in materials or craftsmanship, as determined by our inspection team.
  • •
    Limit: One warranty claim per order (covers repairs, replacements, or adjustments).

What's Included

(100% Covered by Popframes)

Material Defects

  • ✓ Frames: Natural cracks in metal or acetate frames; coating peeling that occurs without direct contact (e.g., non-chemical, non-impact-related).

  • ✓ Lenses: Delamination (coating peeling) from normal use, internal bubbles, or optical distortions not caused by external force.

Workmanship Defects

  • ✓ Frames: Loose solder joints, stuck hinges, or stripped screw holes from poor assembly.

  • ✓ Lenses: Incorrect edging (size mismatches), loose fitting due to improper installation, or structural issues from manufacturing.

What's Not Covered

(Customer Responsibility)

Accidental Damage

Drops, impacts, or bending from misuse (e.g., cracked lenses, warped frames). Chemical damage from substances like perfume, hairspray, or harsh cleaners.

Normal Wear & Tear

Minor scratches from daily use, aging nose pads/ear tips, loose screws (easily fixable with basic tools), or gradual temple bending that doesn't affect structure.

Improper Care

Self-repairs, modifications, or adjustments by unauthorized technicians (always let us handle repairs to keep your warranty valid!).

How to File a Warranty Claim

1

Gather Details

Have your order number and clear photos of the issue (label the defect in the photo description for clarity).

2

Submit a Request

Go to "My Orders" in your Popframes account, select "Apply for Warranty," and follow the prompts. Or email us at service@popframes.com with your details and photos.

Have Questions? We're Here to Help

Contact our customer support team via email service@popframes.com. Your satisfaction is our priority—let's make sure your Popframes experience is effortless from start to finish.

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