Refunds & Returns Policy
At SpecRXDirect, every lens order is custom-made to your prescription. To maintain quality standards and protect the integrity of custom work, the following policies apply to all customers.
For questions or support, contact us here:
https://specrxdirect.com/support/
1. Custom Lens Orders Are Non-Refundable
All prescription lenses-single vision, progressive, bifocal, specialty, tinted, or coated-are custom manufactured for your specific prescription and frame.
For this reason:
- Custom lens orders cannot be cancelled, returned, or refunded.
- Once production begins, the order is final.
2. Customer-Provided Frames (Lens Replacement Orders)
If you send your own frame to us, you agree to the following terms:
- SpecRXDirect is NOT responsible for broken, cracked, brittle, warped, or damaged frames.
- Frames can break during normal lens removal, heating, installation, or adjustment.
- Any damage caused by the frame’s existing condition is not refundable and not replaceable.
If the frame arrives unsafe or shows structural issues, we reserve the right to reject the job and return the frame to you.
3. Prescription Accuracy Requirements
The customer is responsible for providing:
- A valid, unexpired prescription
- Accurate PD (pupillary distance)
- Any required segment heights for progressives/bifocals
Lenses produced using incorrect or incomplete measurements are not eligible for remake or refund.
4. Right to Refuse Any Order
SpecRXDirect reserves the right to:
- Decline any order at our discretion
- Cancel orders involving unsafe frames
- Refuse service for abusive, fraudulent, or suspicious activity
- Enforce all policy terms without exception
5. Shipping Policy
Frames Shipped To Us
- Customers are responsible for properly packaging their frames.
- Damage that occurs during shipping to SpecRXDirect is the customer’s responsibility.
Frames Shipped From Us to You
If a package is damaged in transit, we will review it case-by-case, but replacement is not guaranteed.
Incorrect Address
Packages lost due to incorrect or incomplete addresses provided by the customer are not refundable.
6. One-Year Limited Warranty (Only on Qualifying Orders)
SpecRXDirect offers a 1-Year Limited Warranty ONLY on new frame + new lens orders purchased directly from SpecRXDirect.
This warranty does NOT apply to:
- Customer-provided frames
- Lens replacement for customer-owned frames
- Frames older than 2 years
- Clearance or discounted frames
- Orders made with incorrect prescriptions
- Lost, stolen, or damaged frames/lenses
What the Warranty Covers
If your qualifying order has a manufacturer defect, such as:
- Lens coating defects
- Lens surface defects
- Frame manufacturing flaws
- Hinge defects (on NEW frames purchased from us)
We will repair or replace the defective item one time at no charge.
What the Warranty Does NOT Cover
- Heat damage (car dashboard, sauna, etc.)
- Breakage due to impact, bending, or misuse
- Wear and tear
- Damage from improper cleaning
- Cracks or breaks in customer-owned frames
- Any issue caused by an incorrect prescription
Warranty Claims
All claims must be submitted through:
https://specrxdirect.com/support/
We may request photos, a short video, or the product returned for inspection.
7. Manufacturing Defects (Non-Warranty Orders)
If you believe your lenses were made incorrectly, we will verify them using lens-measuring equipment.
If a true manufacturing defect is found:
-
We will remake the lenses one time at no cost.
If the issue is caused by an incorrect prescription, poor frame condition, adaptation difficulty, or customer-provided measurements, it does not qualify.
8. Support
For all order, warranty, or return questions: