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return policy

1. General Information

Our top priority is customer satisfaction. Being one of Internet’s top retail eyewear provider it is our responsibility to provide the most convenient, successful and pleasant shopping experience. We guarantee 100% accuracy on all orders, including prescriptions, or they will be remade at no cost.

We guarantee to get you the product at the lowest cost in perfect condition. Therefore, to save you money, it is your responsibility to ensure that you have tried on the frame or sunglasses and they are exactly what you want.

Within 14 days of the shipping date, we are glad to offer our customers a one-time exchange only on the return of eyeglass frame or sunglasses. Please be aware that due to the fact that prescription lenses are a one-time custom fabrication, they are non-refundable. Additional charges may apply.

Please be aware that non-defective items that will be returned and not exchanged will be charged a 20% restocking fee.

Please be aware that within 30 days of the shipping date, each item in your order can be returned for a refund or exchange. Therefore, if you order 3 items and want to return all 3, you will be charged a restocking fee for the items that you do not wish to exchange.

If there is a necessity to return a defective item please be aware of the following:

 

    • Prior to returning an item, you must acquire a Refund Merchandise Authorization (RMA). You may do so by contacting our customer relations department via e-mail at sales@divineoptics.com. Once the RMA number is received, you must indicate it on the outside of the package and/or on the return shipping label. However, please note that any returns that will not contain an official RMA number will not be accepted and processed.

 

    • All returns must be sent by a trackable carrier, such as UPS, Federal Express, or United States Postal Services, prepaid and insured for a full price to: Divineoptics.com-Return (Order#)
      2220 65th Street #1150
      Brooklyn, New York 11204

 

  • Please note that: the product must be returned in its original packaging with all of its original packaging materials, including: case, warranty cards, wiping cloths, as well as instruction booklets.

2. Exchanging Eyeglass Frames or Sunglasses

Should you need to return any new or unused eyeglass frames or sunglasses, we gladly offer a one-time exchange only, within 14 days of the original shipping date. Prior to shipping the items you want to exchange, please acquire an RMA number via e-mail at sales@divineoptics.com.

3. Prescription Lens Return and Exchange Policy

Prescription lenses are considered special orders. Therefore all prescription lenses/special orders are not refundable.

Once the item is back in our possession, please allow for 2-3 business days for all returns to be processed. Business days are Monday through Friday, exclusive of United States federal holidays. Therefore, the period of 2-3 business days starts the next business day after we have received your item. Should there be any delays in the processing of your request, you will be notified accordingly; and we will work in our best effort and in the most timely manner at our disposal in order to correct any discrepancies that may be incurred.

In an event that either an incorrect or a defective item was received, you will be reimbursed up to $7.99 of your return shipping costs.

4. Prescription Guarantee

100% accuracy is guaranteed on all prescriptions, otherwise they will be remade at no cost to you. Prior to leaving VisionGalore.com, all prescription eyeglasses are processed through a rigorous quality control hand inspection. Prescription lenses are being meticulously tested at four different stations. Our number one priority is accurately filling you prescription. Should the unlikely and unfortunate event occur where a discrepancy has been made on your prescription, we will gladly and readily recreate your lenses at our 100% accuracy standard.

5. Receiving Damaged or Incorrect Product

In an instance where a package underwent an apparent physical damage, please kindly refuse the order. In an instance where you received a damaged or incorrect product, please IMMEDIATELY contact our customer relations department via e-mail at sales@divineoptics.com. Please have your Order ID number ready, which is indicated on the enclosed invoice.

Please note that it is imperative that you contact us within 3 days of receiving your package, it may have to be dealt with as a manufacturer’s defect directly with the manufacturer.

6. Repairs and Manufacturer’s Warranty Policy

Please be aware that the warranties that you receive from the manufacturers and suppliers are the same warranties that we receive from the manufacturers and suppliers, thereby allowing you full advantage of the warranties available. In that way certain warranty claims are best dealt directly with manufacturers, rather than VisionGalore.com.

Distinct product warranties are listed as follows:

a) Prescription eyeglass frames and sunglasses

There is a warranty of 1 Year from the date of purchase against any manufacturer’s flaw or defect, on all prescriptions frames. Some of the manufacturer’s flaws include: colorings, welding points, structural designs, hinges. Manufacturer’s flaws don’t include: scratching or tarnish, apparent misuse resulting in frame damage; destruction or damage by vehicle; pet damage; bending or twisting of the frame; sitting on or stepping on the frame; any other damage not considered a manufacturer’s damage.Therefore, frame that is still being manufactured and is considered defective, will be replaced with a new pair at no additional charge. In case that a frame is listed as discontinued (no longer manufactured) will be replaced with another color, or another frame of equal or lesser value. In situations such as this one, the customers will be informed via e-mail. Please note that the shipping charges is the sole responsibility of the customer. The shipping charges include all the taxes and duties incurred with international packaging.

In order to make sure that your frame falls within the guidelines of a manufacturer’s defect, please contact our customer relations department at our toll free number at (888) 552-5876, or via e-mail at sales@divineoptics.com.

b) Prescription lenses

Please note that every prescription lens that we supply come with a scratch-resistant coating automatically at no additional cost, as opposed to most other optical companies that charge their customers an additional fee for such coating. Although, please consider that no lens is scratch proof and careless handling or improper cleaning can still result in surface scratching.

In a case such that your lenses scratch to the extent that you want them replaced, we gladly offer a 1-time replacement within a year of the date of purchase for only 50% of the original cost of the lenses, plus the shipping charges. Please note that the shipping charges is the sole responsibility of the customer. The shipping charges include all the taxes and duties incurred with international packaging.

In order to determine whether your lenses fall within the 50% of the original cost lens replacement offer, please contact our customer relations department via e-mail at sales@divineoptics.com.

c) Sunglasses

Some manufacturers handle issues such as warranty defects and repairs directly. It can save you time and money and be convenient to deal directly with the manufacturer. Please find our product in the list below in order to determine the correct manufacturer to return your product to.

IMPORTANT: THERE IS NO SCRATCH WARRANTY ON SUNGLASS LENSES!!!

Luxottica Group Eyewear

Any repairs and warranty defects for the following Luxottica eyewear must be handled

directly with the Luxottica Group: (see address below)

Adrienne Vittadini

Polo

Anne Klein

Polo Prep

Arnette

Prada

Brooks Brothers

Prada Sport

Burberry

Ralph Lauren

Chaps

RALPH by Ralph Lauren

D&G

Ray-Ban

Dolce &Gabbana

Revo

Donna Karan

SalvetoreFerragamo

DKNY

Sferoflex

Luxottica

Versace

MiuMiu

Versus

Persol

Vogue

Send your product via a trackable courier along with proof of purchase, a brief description of the problem, your name, address and daytime phone number plus a USD 12.50 processing fee to:

Luxottica Consumer Warranty 
P.O. Box 3070 
McDonough, GA 30253

Telephone: 1.800.343.5594 M-F 9-5 pm EST

Maui Jim Sunglasses

Any repairs and warranty defects for the following Maui Jim products must be handled directly with Maui Jim, Inc.: (see address below)

Maui Jim Classic

Maui Jim Flexon

Maui Jim Sport

Maui Jim Stainless Steel

Maui Jim Titanium Sport

Maui Jim Titanium ST

Send your product via a trackable courier along with proof of purchase, a brief description of the problem, your name, address and daytime phone number plus an USD 8.95 processing fee to:

Maui Jim® Inc.
Attn: Repair Dept.
One Aloha Lane
Peoria, IL 61615

Telephone: 1.888.352.1999 Mainland US & Canada
1.888.352.2001 Hawaii
33-(0) 4 67 17 09 80 Europe

Bolle Sunglasses

Any repairs and warranty defects for the following products must be handled directly with Bushnell, Inc.

Send your product via a trackable courier along with proof of purchase, a brief description of the problem, your name, your address and daytime phone number plus a USD 5.00 processing fee to:

Bushnell
ATTN: Bolle Repair
8500 Marshall Drive
Lenexa, KS 66214

Costa Del Mar Sunglasses

Send your product via a trackable courier along with proof of purchase, a brief description of the problem, your name, address and daytime phone number plus a USD 8.95 plus tax (where applicable) processing fee to:

Costa Del Mar
ATTN: Repair Department
123 North Orchard Street, Bldg. 6
Ormond Beach, FL 32174
Telephone: 1.800.447.3700 M-F 9-5 pm EST

All other sunglasses NOT listed above can be handled directly through VisionGalore.com.

Please note that new shipping charges will be applied for any repaired, or warranted products back to you.

7. Non-Defective Product Returns

Should you wish to return a non-defective item for credit and do NOT wish to exchange within 30 days of the date of shipping, a 20% restocking fee will be applied. Please make sure that such transactions are made within 30 days of the date of shipping, otherwise the product becomes non-returnable and non-exchangeable. Depending on your bank, credit may take up to 7 business days to show up on your account.

If there is a necessity to return a new or unused* item without an exchange, please consider the following:

The item must be returned in its original packaging, including unused warranty cards, original packaging materials, instruction booklets, and demo lenses if pertinent.

Prior to returning the product, please acquire the RMA number by contacting our customer relations via e-mail at sales@divineoptics.com.

*New and Unused-refers to having no marks on the product, or wear on the tags-for instance, hologram or the shipping tags, or any wear on the case. We do NOT sell used items-therefore, we will NOT accept any product back if it is indicative in any of the aforementioned ways that the product has been used. Please be advised that if the product that we receive back from the purchaser is indicative of prior use of the item, the item will be returned to the customer.

8. Putting New Lenses Into Your Own Frame

Please send us the copy of the prescription that you want us to place in the frame, along with your frame. Please note that return shipping charges as well as charges for the new lenses is the customer’s responsibility.

Please be advised that whether the customer’s own frame is new or used, VisionGalore.com is not responsible for any damage, or breakage to the customer’s own frame, in a case where only prescription lenses are ordered.

9. Can I Return Contact Lenses?

Only unopened vials or boxes may be exchanged or returned for credit within 30 days of your purchase. A 20% restocking fee will be charged on all returned unopened contact lens vials or boxes for credit. There will be no credit or exchanges permitted on any contact lens vials or boxes that have been opened.Any box marked right/left or directly written on by the customer will not be exchanged or refunded. A dot will be placed by the manufacturer upon shipping to the customer with a R/L on the dot, which can be removed.

10. Can I Cancel My Order?

In order to ensure you get the best prices on your eyewear products, our buyers work with diverse vendors to save you as much as we can on all eyewear purchases-often as much as 50% off regular retail.

Most of the received orders are processed with our vendors within minutes of their arrival. Once an order has been placed online electronically or via our customer service operators 24 hours is allowed for you to cancel your order. For any orders that contain prescription lenses or that are made directly with the manufacturer, the 24-hour cancellation policy does not apply. Such orders will accrue a 50% cancellation fee. Any orders cancelled after 24 hours of the time of placement of the order, will accrue a 20% restocking fee.

11. International Customers

Should there be a necessity to return an item, please make sure to declare the item as “Returned Item Without Value”, otherwise we will be obligated to charge you for any duties incurred by the U.S. Customs.

Please be advised that to obtain an RMA number, you must contact via e-mail at sales@divineoptics.com