Return Policy
At 5 Star Optics, we want you to love your new optical frames, prescription lenses, or stylish sunglasses. Our Return Policy is designed to make the process simple and hassle-free if you’re not completely satisfied with your purchase. Below, you’ll find everything you need to know about returns and exchanges, including eligibility, timelines, and how to get started. If you have any questions, don’t hesitate to contact us at hello@5staroptics.com or call +1 415-255-5200.
Our 14-Day Return and Exchange Policy
We offer a 14-day return and exchange period starting from the date you receive your order. If your eyewear doesn’t meet your expectations, you can return or exchange eligible items within this timeframe. Here’s how it works:
- Returns: Get a full refund to your original payment method for eligible items.
- Exchanges: Swap your item for a different frame, lens type, or prescription, subject to availability.
To ensure a smooth process, please review the eligibility criteria and steps below.
Eligibility for Returns and Exchanges
To be eligible for a return or exchange, your item must meet the following conditions:
- Within 14 Days: The request must be initiated within 14 days of receiving your order.
- Unused and Undamaged: Items must be in their original condition, unused, and free of damage (e.g., no scratches, dents, or alterations). Prescription lenses must not be worn outside of trying them on.
- Original Packaging: Include all original packaging, such as the case, cloth, and any accessories provided with your order.
- Proof of Purchase: Provide your order number or proof of purchase, which you can find in your confirmation email or account on our Site.
Non-Returnable Items:
- Customized Products: Items with personalized engravings or highly specialized prescriptions may not be returnable unless defective.
- Gift Cards: Digital or physical gift cards are non-returnable.
- Opened Lens Coatings: Lenses with special coatings (e.g., anti-glare, UV protection) that have been used or removed from their packaging may not be eligible.
If you’re unsure whether your item qualifies, contact us at hello@5staroptics.com, and we’ll be happy to assist.
How to Return or Exchange Your Order
Follow these steps to initiate a return or exchange:
- Contact Us: Reach out within 14 days of receiving your order by emailing hello@5staroptics.com or calling +1 415-255-5200. Provide your order number and let us know whether you’d like a refund or exchange.
- Receive Instructions: We’ll send you a return authorization and a prepaid shipping label (for U.S. orders) or instructions for international returns.
- Pack Your Item: Securely pack the item in its original packaging, including all accessories. For exchanges, let us know your preferred replacement item.
- Ship It Back: Drop off the package at the designated carrier (e.g., DHL, FedEx, UPS, or USPS) using the provided label or instructions.
- Processing: Once we receive and inspect your return, we’ll process your refund or ship your exchange. Refunds typically take 5-10 business days to appear on your original payment method, depending on your bank or provider.
Note: For exchanges, if the replacement item costs more, we’ll charge the difference. If it costs less, we’ll refund the difference.
Refunds
Once we receive and verify your returned item meets our eligibility criteria, we’ll issue a full refund to your original payment method (e.g., Bank Transfer, PayPal, Google Pay, or Apple Pay). Refunds include the item cost and any taxes paid but exclude original shipping fees unless the return is due to our error (e.g., wrong item or incorrect prescription).
You’ll receive an email confirmation once your refund is processed. Depending on your payment provider, it may take 5-10 business days for the funds to appear in your account.
Incorrect or Defective Items
If you receive the wrong item, an incorrect prescription, or a defective product, we’ll make it right at no cost to you. Please contact us immediately at hello@5staroptics.com or +1 415-255-5200 within 14 days of receiving your order. Here’s what to expect:
- Wrong Item or Prescription: We’ll send the correct item or remake your lenses with the right prescription and provide a prepaid return label to send back the incorrect item.
- Defective Item: If your item has a manufacturing defect covered by our warranty, we’ll replace it or issue a refund, depending on your preference.
Please include photos of the issue (if applicable) when contacting us to help us resolve it quickly.
Shipping Costs for Returns
- U.S. Returns: For eligible returns and exchanges, we provide a prepaid shipping label at no cost to you. If you choose to use a different carrier, you’ll be responsible for the shipping fees.
- International Returns: International customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item, defective product). We’ll provide detailed instructions to ensure a smooth process.
- Our Error: If we sent the wrong item or made an error with your prescription, we’ll cover all return shipping costs, regardless of location.
To avoid additional fees, use the prepaid label or instructions we provide.
Warranty Returns
All 5 Star Optics products come with a warranty against manufacturing defects. If your item develops a defect covered by our warranty (e.g., faulty frame hinges or lens issues not caused by wear), contact us at hello@5staroptics.com for assistance. Warranty claims may qualify for free repairs, replacements, or refunds, depending on the issue and warranty terms. For specific warranty details, reach out to our team.
Contact Us
We’re here to make your return or exchange as easy as possible. If you have questions or need help, get in touch with us:
- Email: hello@5staroptics.com
- Phone: +1 415-255-5200
Thank you for shopping with 5 Star Optics. We’re committed to ensuring you’re thrilled with your eyewear, and we’re happy to assist every step of the way!
