Eligibility for Returns
Glasses can be returned under the following conditions:
Condition & Accessories: Glasses must be in unused condition and include all original items, such as the case, cleaning cloth, and demo lenses.
Glasses should be packed securely in a box rather than an envelope to prevent damage during transit.
Refunds, Replacements, or Store Credit
Full Refund: Available within 30 days of purchase. Returns for refunds must be shipped within 30 days of delivery.
Replacement or Store Credit: Can be requested up to one year (365 days) from the purchase date of the original order. The warranty doesn't extend if a replacement is submitted.
Please note that if glasses are damaged due to external factors—such as accidental drops or mishandling (for example, at school)—the warranty may not apply. In these cases, we’re happy to explore alternative solutions to help resolve the issue.
Fit or Comfort Issues: If the glasses do not fit properly, you can request a replacement with a different frame style. Be sure to specify your preferred style when submitting the return.
Incorrect Pupillary Distance (PD): For glasses with incorrect PD, options include replacements with the corrected details, lens remakes, or placing a new order with a refund for the returned pair.
Return Process
Request a prepaid return label: A prepaid label will be emailed to you for shipping the glasses back.
Properly package the glasses: Place the glasses securely in a box (not an envelope) to prevent damage during transit and ensure safe shipping.
Prepaid return labels are typically valid for 7–14 days from the date they are issued, depending on the carrier. If your label expires or is no longer accepted by the carrier, you can request a new one.
Frequently Asked Questions
FAQs About Exchanges
Can I exchange frames while keeping my prescription and lens options? Yes! Exchange a frame without altering your prescription or lens options.
What if the replacement frame costs more? We will calculate the price difference and provide a payment link if the replacement frame is more expensive.
Can I exchange glasses to correct incorrect Pupillary Distance (PD)? Yes! You can exchange your glasses to address incorrect PD by providing the updated details when initiating the exchange process. Options include lens remakes and replacements.
Handling Price Differences
Price Difference Payment: If the replacement frame costs more than your original, you will be responsible for covering the difference. A payment link will be sent to your email to complete the transaction. Once payment is received, the replacement order will be processed.
Examples of Price Differences: For instance, if your original frame cost $38 and the replacement is $58, you would pay the $20 difference. Similarly, upgrading to premium brands like Ray-Ban or Tom Ford may incur additional charges equal to the price difference.
Waivers for Unavailable Frames: In cases where your original frame is unavailable, Kits.com may waive the price difference for a replacement frame, up to a certain amount (e.g., $50).
Discounts and Promotions
Carrying Over Discounts: Discounts from your original order typically carry over to the replacement. For example, if you used a coupon or promotion, it will still apply to the new frame, and any price difference will be adjusted accordingly.
Exceptions for Smart Glasses: Discounts from the original order do not apply to exchanges for smart glasses, such as KITS Pangolin 3. Additional charges may apply in such cases.
Promotional Exchanges: Under promotions like FIRSTPAIRFREE, you can exchange for a more expensive frame, but you will need to pay the difference if the new frame exceeds the promotional coverage.
What should I include when returning my glasses?
Ensure the glasses are in unused condition and include all original accessories (case, cleaning cloth, demo lenses) along with a receipt or packing slip.
Can I request a refund or replacement if my glasses don’t fit?
Yes. You can request a replacement with a different frame style if the glasses don’t fit properly. Specify your preferred frame when submitting your return. For issues related to incorrect Pupillary Distance (PD), you can request options such as lens remakes or replacements ensuring proper prescription alignment.
You can receive either a replacement or a refund if the order is within the timeline. You cannot receive both.
What should I do if the pupillary distance (PD) is wrong on my glasses?
If the PD is incorrect, you can request a lens remake or replacement with the corrected PD. Alternatively, you may opt to reorder with a refund for the returned pair. You cannot receive both.
How long do refunds take to process?
Returns are processed in 1-2 weeks after they get delivered at our facility. Refunds are issued once the package is processed. Processing times of the refund itself may vary depending on your bank or financial institution, but it's usually visible on your payment method in 1-3 business days once issued.
Can I exchange my glasses for a different style?
Yes. Exchanges for a different frame style are allowed within the replacement timeframe of up to one year (365 days) from the purchase date.
Process for Completing Exchanges
Initiating the Exchange: Contact support with the details of your preferred replacement frame, including the name, color, and lens type.
Payment for Price Differences: If the replacement frame costs more, support will set up the order and send you a secure payment link to cover the balance. Complete the payment via the link to proceed.
Order Processing: Once payment is received, the replacement order will be processed and shipped to you.
Additional Notes
Following these guidelines will help ensure a smooth and efficient return experience. For further assistance, contact the customer support team.