Refund & Returns
At Lenstorm, every pair is made to order — your prescription lenses are cut, coated, and fitted just for you. Because each pair is unique, our refund policy is a bit different from typical retail. Here's how we'll always work with you to make things right.
30-Day Customer Care Promise
You have 30 days from delivery to reach out if anything's wrong — fit, prescription accuracy, defects, or you simply don't love your frames. We'll work with you case by case, because every situation is different.
Prescription Eyewear (Custom Made)
Because prescription glasses are custom-crafted to your exact specifications, we cannot accept no-reason returns or refunds on Rx orders — this is the industry standard for prescription eyewear. That said, we will always work with you to make it right:
- Prescription accuracy issue: If your new glasses don't feel right or your vision isn't clear, contact us within 30 days. We'll arrange a re-make. Depending on the cause (e.g. updated prescription, lens upgrade), a small shipping or upgrade fee may apply.
- Fit issue: Reach out within 30 days and we'll do our best to adjust, re-make, or find a solution.
Non-Prescription Frames & Sunglasses
For non-prescription frames and standard sunglasses, if your pair arrives and you don't love them, please contact us within 30 days. Rather than ask you to ship them back at your cost (rarely worth it for one pair), we'll typically offer a fair partial refund so you can keep the pair — no return needed.
Manufacturing Defects or Our Mistake
If your glasses arrive defective, damaged, or we shipped you the wrong item, that's 100% on us. We'll send a free replacement, no questions asked. Please email us within 7 days of delivery with photos of the issue.
How to Initiate a Return or Re-make
Email support@lenstorm.com with:
- Your order number
- A brief description of the issue
- If applicable, photos of the defect or what's wrong
We respond within 24 hours with next steps.
1-Year Warranty
Every frame is covered against manufacturing defects for a full year from delivery. If your frames break or fail under normal use within the first year, we'll repair or replace them at no cost.
1-Year Vision Insurance
Eyes change — and we don't think you should pay twice when they do. If your prescription changes within 12 months of your order and your current Lenstorm pair no longer feels right, we'll re-make your lenses with your updated prescription for free. You only cover a small share of the return/redelivery shipping. Just email support@lenstorm.com with your updated prescription and order number — we'll handle the rest.
Refund Processing Time
When a refund is approved, it's typically issued within 7 business days to your original payment method. Your bank or card issuer may take additional days to post it.
Order Cancellations
You can cancel your order within 12 hours of placing it. After that, we begin custom-cutting your lenses and the order can no longer be cancelled. Please double-check your prescription, frame color, and shipping address at checkout.
Need Help?
We're a small team that genuinely cares about your experience. Email us anytime at support@lenstorm.com — we typically reply within 24 hours.