Return and Refund Policy
What is your return policy?
If you are not 100% satisfied, you can exchange or return your items for free within 30 days from shipping. However, you can only exchange for free once.
We provide a 12-month warranty for all our products. The warranty includes, only when it is due to our quality problems, particular eyewear part replacement, lenses replacement, return, and exchange. Please note that customers will be responsible for the shipping cost after 30 days. Extra charges may apply if you place new orders. For more details, please contact our customer service representative for professional help.
To complete your return, we require your order number and menber ID .
To return your product, you should mail your product to: Sincere Company(Customer Return), 3923 TUDUR LN
LAS VEGAS, NV 89119-5160, US
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
What is your refund policy?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Do you have a warranty?
If you feel there is a manufacturing error, return the glasses for inspection within the 30-day warranty period. If our inspection shows the glasses were made incorrectly, we will remake them for you at no charge. Defects in the anti-reflective (AR) coating and photochromic films are warrantied for one (1) year from the date of receipt. This warranty does not cover normal wear and tear to the frames, lenses, or coatings.
I want to return my glasses. How do I get an RA number?
If you need to return an item, follow the simple steps below:
Call, chat, or email us within thirty (30) days of receiving the item to get your return authorization (RA) number.
These items must be included in package:
- The eyeglasses, and any accessories, in the hard plastic case that contained the glasses.
- A note with the RA# and a brief description of the issue that caused you to return the glasses.
- A copy of the prescription that the eye dr. provided, so we can inspect the glasses and determine if they were made according to the prescription.
Returns should be sent to the address provided with your RA number. To receive a replacement order, glasses must be returned in their entirety (frames, lenses, eyeglass case, etc.)
You must pay the shipping fee to mail the glasses to us. If the glasses are found to have a manufacturing defect, we will refund $2.50 of your shipping fee.
I sent my glasses back. What is next?
If you sent them back for inspection, we will inspect them and email you the inspection results. If you sent them back for refund or store credit, we will email you when we have processed the refund or the credit.
Can I exchange the items received?
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to:
Sincere Company(Customer Return)
3923 TUDUR LN
LAS VEGAS, NV 89119-5160