Vivue Return , Exchange & Warranty Policies
30-Day Return & Exchange Policy
We’re dedicated to ensuring you enjoy “sharp vision” and “all-day comfort” with every purchase. Whether you have questions about fit, style, or quality, Vivue is here to make your experience seamless. Below is our straightforward guide for returns and exchanges:
1.1 Full Responsibility Coverage (On Us)
If issues arise from our mistake—like manufacturing errors or order mix-ups—you won’t pay a cent. Choose between free remake or full refund:
Damaged/Broken Upon Delivery
· Received glasses with defects (e.g., bent frames, scratched lenses)? Act fast:
✅ Share your order number + frame serial (found on the product label).
✅ Send clear, well-lit photos of the damage (close-ups help us assess quickly).
· We’ll either remake your glasses at no charge or process a full refund—your call.
Order Mismatches (Prescription/Style/Lens Errors)
· Not what you ordered? Let us know:
▶ Prescription errors: Send a photo of your original, valid prescription + order details.
▶ Frame/style errors: Snap a photo of the received item + include your order number and frame serial.
· After verification, we’ll craft the correct product for free or issue a full refund—no hassle.
Missing Parts/Functionality Issues
· Missing accessories (e.g., nose pads, screws) or defective components (e.g., loose hinges, flawed coatings)? Send us photos + your order info. We’ll ship replacements or remake the product at no cost.
· Minor, non-essential defects (e.g., tiny, non-obstructive scratches)? Keep the item and get a store credit or partial refund (we’ll work with you to find a fair solution).
1.2 Shared Responsibility Solutions (You & Vivue Together)
Glasses are personalized products, so non-quality issues (like personal preference or measurement differences) require a collaborative approach. We offer flexible options to minimize your cost:
Incorrect Frame Size (Too Big/Small)
· To avoid sizing issues: Measure your old glasses’ temple markings (e.g., “52-18” inside the temple) or use our Frame Size Guide before ordering.
· Not happy with the fit? Within 30 days of delivery, choose:
�� Partial Refund: Get back the profit portion of your purchase (production costs are non-refundable, but we’ll clearly show this in your order details).
�� Cost-Only Replacement: Customize a new frame (same or different style) for just the material cost—no markup.
Stylistic Dissatisfaction (Color/Design/Appearance)
· Changed your mind about the look? No problem. Contact us within 30 days for:
✅ Keep the original glasses at production cost (we’ll adjust your total to reflect only our base manufacturing expenses—no extra fees).
✅ Exchange for a new style at cost price (choose any frame or lens type, and we’ll waive our usual markup).
Prescription Errors (Incorrect/Expired Submissions)
· A quick heads-up: We can’t accept expired prescriptions (validity is based on your doctor’s note).
· If you submitted a wrong or expired prescription, reach out within 30 days of delivery:
▶ Refund: Get back the profit portion of your order (production costs for lenses are already incurred, so we can’t offer a full refund).
▶ Remake: Provide a new, valid prescription, and we’ll craft new glasses for just the material and production cost—no added charges.
1.3 General Guidelines for Returns/Exchanges
· Timeline: You have 30 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: Head to “My Orders” in your Vivue account (website or app) and use our instant chat feature to connect with a specialist.
· 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).
1.4 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 Vivue—we’re here to help you see (and look) your best.
Attachment: Frame Size Measurement Guide (Learn how to measure your current glasses and find your perfect fit)
2. 365-Day 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:
2.1 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).
2.2 What’s Included (100% Covered by Vivue)
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.
2.3 What’s Not Covered
Exclusions (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!).
2.4 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 Vivue account, select “Apply for Warranty,” and follow the prompts. Or email us at service@vivue.com with your details and photos.
3. Order Changes & Cancellations
3.1 Unpaid Orders
Orders will automatically cancel after 24 hours if not paid. Ready to proceed? Just place a new order—no hassle.
3.2 Paid Orders
· Need to change or cancel your order? Contact us immediately. Price differences (e.g., upgrading lenses, changing frame style) are the customer’s responsibility.
3.3 Custom Orders (Prescriptions/Frames/Lens Upgrades)
· Before processing: If you need to modify or cancel a custom order (like changing your prescription or frame), please contact our customer support team via email service@vivue.com.
· After processing: Please contact our customer support team via email service@vivue.com. You only need to pay the cost price to cancel the order.
· After Shipment: Due to the personalized nature of our products, we can’t modify or cancel orders once they’ve shipped. Please double-check all details before confirming your order!
Have Questions? We’re Here to Help
Contact our customer support team via email service@vivue.com. Your satisfaction is our priority—let’s make sure your Vivue experience is effortless from start to finish.
