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Finestglasses.com

After-sales service

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1.General Information

Customer satisfaction is our top priority. As one of the Internet's most successful eyewear retailers, every transaction must result in a pleasant, convenient and successful shopping experience. We guarantee 100% accuracy on all prescriptions or they will be remade at no charge.

To save you money please ensure you have tried on the frame or sunglasses and they are exactly what you want. We guarantee to get it to you at the lowest price in perfect condition.

We are happy to offer a one-time exchange only policy on the return of any eyeglass frame or sunglasses within 7 days of the shipping date. Please note that prescription lenses are not refundable. However if new prescription lenses need to be made on a frame exchange, we will credit 50% of the original lens price towards the cost of the new lenses. Additional shipping charges will apply.

Non-defective products that are returned and not exchanged will be charged a 20% restocking fee.

Please note: Eyeglasses frame only  on your order can be returned for a refund or exchange within the 7 days. This means that if you order 3 items and want to return all 3 items, you must exchange for the same amount of items or be charged re-stocking fees on the items that are not being exchanged.

Should it be necessary to return defective product please note the following:
• The product must be returned with all original packaging materials, unused warranty cards, and instruction booklets.

• Before returning an item, please obtain a Return Merchandise Authorization (RMA) number by logging into your account on our website or by emailing us service@finestglasses.com. The RMA number must be written on the outside of the package and/or on the return shipping label. Any returned items that are not accompanied by an official RMA number will not be accepted.

• Returns must be sent prepaid and insured for the for full price by a trackable carrier such as UPS, Federal Express or the United States Post Office to:
Finestglasses Store
318 S. San Gabriel Blvd #A
San Gabriel, CA  91776


 

2.Exchanging Sunglasses or Eyeglass Frames

We are happy to offer a one-time exchange eyeglasses frame only on the return of any new and unused* sunglasses or eyeglass frame within 7 days of original ship date.

Before returning an item for exchange, please obtain an (Return Merchandise Authorization) number by either sign in to our website to your account or emailing us at service@finestglasses.com.

 

3. Prescription Lens Return and Exchange Policy

All prescription lenses are considered special orders, and are therefore non-refundable. However, we understand there may be times you want to change the frame color even though the prescription lenses are perfect. If, within 7 days of receipt of product, you wish to exchange a frame color that we have made prescription lenses for, you will be charged or credited the difference of the new frame cost. A lens credit of 50% of the original lens cost will be applied to the cost of any new lenses ordered. In addition, new shipping charges will incur.

 

4. Prescription Guarantee

We guarantee 100% accuracy on all prescriptions or they will be remade at no charge. All prescription eyeglasses, prior to leaving FinestGlasses.com, pass a stringent quality control hand inspection. The lenses are checked at four different stations for accuracy. We pride ourselves in our workmanship - accurately filling your prescription is our number one priority. In the unlikely event that an error makes it through our system, we will promptly and courteously remake the lenses to our 100% accuracy standard.

 

5. Receiving Damaged or Incorrect Product

If there is extensive damage to the package when it arrives, refuse the order. If you receive damaged or incorrect product, contact Customer Service IMMEDIATELY at 626-739-3688. Please have your Order ID number from the enclosed invoice available.

IMPORTANT: If you have not contacted Customer Service within 3 days of receiving your product, it may have to be dealt with as a manufacturer’s defect directly with the manufacturer.

Depending on the product and its availability, it may take up to 7-10 business days to process your return once the item is back in our possession. Business days are Monday-Friday, excluding federal holidays within the United States. We will notify you of any delays and will do our best to rectify any errors as quickly as possible.

Up to $6.99 of your return shipping costs can be reimbursed for defective product received.

 

6. Repairs and Manufacturer’s Warranty Policy

You receive the same warranties we receive from manufacturers and suppliers, allowing you full advantage of the warranties available. However, certain product warranty claims are best dealt with directly with the manufacturer and not FinestGlasses.com. The individual product warranties are listed below:

A. Prescription Frames and Sunglasses
All prescription frames are warranted for 14 days from the date of purchase against any manufacturer’s defects. Manufacturer’s defects include: structural design, hinges, welding points, and colorings. Manufacturer’s defects DO NOT include: flagrant misuse causing frame damage, scratching or tarnish; pet damage; destruction or damage by vehicle; stepping on or sitting on the frame; bending or twisting the frame; or any other damage not considered a manufacturing flaw. Frames which are considered defective will be replaced with a new pair, so long as the frame is still being manufactured. In cases where the frame is listed as discontinued (no longer manufactured), the frame will be replaced with another color or a different model of equal or lesser value. Customers will be contacted in situations such as this. Please be advised that all shipping charges are the sole responsibility of the customer. This includes any taxes and duties incurred with international packages.
To determine if your frame falls within the guidelines for manufacturer’s defect, please contact the Return Department at 626-739-3688 or email us at service@finestglasses.com.

B. Prescription Lenses
Every prescription lens we supply automatically comes with a scratch-resistant coating, whereas, most optical companies charge an additional fee for this coating. However, no lens is scratch proof and rough handling or incorrect cleaning can still scuff them up or create surface scratches.

C. Sunglasses
Certain manufacturers process repairs and warranty defects directly. Dealing directly with the manufacturer can be convenient and save you time and money. Please identify your product from the list below to determine the appropriate manufacturer to return your product to.

 

7. Non-Defective Product Returns

Within 7 days of shipping date, if you wish to return a non-defective item for credit and do not wish to exchange, a 20% restocking fee will apply. After 7 days, the product is non-returnable and non-exchangeable. Credits may take up to 7 days to show up in your account depending on your bank.

Should it be necessary to return new and unused* product without an exchange please make note of the following:
• The product must be returned with all original packaging materials, unused warranty cards, instruction booklets and demo lenses where applicable. Before returning an item, please obtain a Return Merchandise Authorization (RMA) number by either calling 626-739-3688 or emailing us at service@finestglasses.com

*New and unused means that there are no marks on the item or any wear on the tags (such as the hologram or shipping tags) or the case. We do not sell used items and will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser.

 

8. Putting New Lenses Into Your Own Frame

Simply mail us the frame and a copy of the prescription for the lenses you want placed in your frame. You will be charged for new lenses plus return shipping.

Please Note: FinestGlasses.com is not responsible for damage or breakage to customer's own frame, new or used, if only prescription lenses are ordered.

 

9. Can I Return Contact Lenses?

Within 7 days of your order only unopened contact lens vials or boxes may be returned or exchanged. A 20% restocking fee will apply to all unopened contact lens vials or boxes returned for credit. No credit or exchanges are permitted on opened boxes or vials.

 

10. Can I Cancel My Order?

We work hard to ensure you get the fairest price on all your eyewear products. Our buyers use a variety of vendors to save you as much as we can on eyewear purchases - often as much as 50% off regular retail.

Most orders received are processed with our vendors within minutes of their arrival. Once an order has been placed electronically online or with our customer service operators, we will allow you up to 24 hours to cancel the order. **This 24 hour cancellation policy does not apply to any orders which contain prescription lenses and are ordered directly from the manufacturer. Orders such as these will incur a 50% cancellation fee. ** All other orders cancelled after 24 hours will incur a 20% restock fee.

 

11. International Customers

If you need to return an item please be sure to declare the item as "Returned Item Without Value" or we have to charge you for any duties incurred by US Customs. To obtain a RMA #, please email service@finestglasses.com

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