Return & Refund Policy

Updated Date: September 24th, 2026 | www.fuzweb.com

At FuzWeb, we strive to make your eyewear experience seamless. Please review our complete return, refund, and prescription verification protocols below.

1. Return Eligibility & Prescription Protocols

1.1 Non-Prescription Frames & Preset Readers

Standard frames, sunglasses, and preset readers can be returned within 14 calendar days from the physical delivery date, provided items are unworn, unused, and in their original packaging with all included accessories. Wearing frames for nearly two weeks and then attempting a return falls outside this policy.

1.2 Prescription Lenses & Custom Orders (Non-Refundable)

Because custom prescription optical lenses are ground specifically to your individual corrective parameters, all orders containing prescription lenses are final sale and non-refundable once production begins, except in verified cases of factory manufacturing error.

1.3 Progressive Lenses & Mandatory Fitting Step

Progressive vision corridors depend strictly on how the frame sits on your face, pantoscopic tilt, and vertex distance. Unless a custom segment height measurement (in millimeters) is explicitly provided at checkout, progressive lenses are produced using standard, factory-suggested segment heights based on frame dimensions (recorded on the prescription card included in your package).

• Required First Step: If you experience visual distortion, dizziness, or headaches with new progressive lenses, your first required step is taking the frames (along with the package prescription card) to a local optical shop for a physical frame fitting and bridge adjustment. Frame adjustments align the vision corridor with your eyes and frequently resolve discomfort immediately. Visual non-adaptation to standard factory segment heights does not constitute a manufacturing error.

1.4 Burden of Proof & Defect Claims (Lensometer Required)

If you believe the physical lenses delivered do not match the prescription parameters you submitted, you must provide objective optical proof. Verbal claims, unverified reports of discomfort, or subjective non-adaptation do not trigger a refund.

• Defect Verification: To initiate a claim, you must take the glasses to a local optical shop or kiosk and submit a clear, legible photo of an official lensometer verification printout measuring the physical lens parameters (Sphere, Cylinder, Axis, and ADD power).

• Remedies: If the lensometer printout confirms a factory defect or deviation beyond standard optical tolerances from the verified prescription submitted, you may choose between a remake at our cost or a full refund (including local return shipping reimbursement). Lenses made correctly to specifications are non-refundable.

2. How to Start & Process a Return

2.1 Initiating a Request

1. Email info@fuzweb.com or call +1 778 860 5467 with your order number, reason for return, clear photographs, and required lensometer proof (if claiming a lens defect).

2. Wait for written approval and official return instructions. Do not ship any items until you receive a formal return ticket and approval from our team.

2.2 Secure Packing & Tracking Requirements

• Pack all original components securely (frame, case, cloth, accessories, and original box).

• Ship via a trackable shipping service and email us the valid tracking number within 24 hours of dispatch. The return tracking number must show in-transit movement within 14 days of delivery confirmation. Returns without valid, verifiable tracking are void and non-refundable.

2.3 Approved Return Address Warning

FuzWeb will provide a designated return facility address upon authorization, which may be an international distribution center different from the original shipping point. Do not ship returns to the sender address printed on your package shipping label. Any parcels returned to the carrier label sender address will be unretrievable and the refund voided.

3. Return Shipping Costs & Deductions

• Customer Responsibility: Customers bear the direct cost of return shipping. FuzWeb does not provide free or pre-paid return shipping labels under any circumstances for any product category.

• Verified Company Error: If a manufacturing mistake or damaged item is confirmed via official documentation, you pay return shipping up front. Once the returned item is scanned and inspected at our returns facility, local return postage costs will be added to your refund.

• Non-Refundable Fees: Initial shipping charges, customs duties, tariffs, and specific payment-gateway processing fees (such as those charged by Shopify, PayPal, or Stripe) are non-refundable and will be deducted from total reimbursement amounts.

4. Refunds, Lost Parcels & Policy Enforcement

• Refund Timelines: Refunds are processed within 7 business days after the parcel is scanned and inspected at our returns address. Approved refunds are issued to your original payment method or as store credit.

• In-Transit Responsibility: You are responsible for the return parcel until it is scanned into our returns facility. If a return package is lost in transit, you must file a claim directly with your shipping carrier.

• Returned to Sender Packages: If a delivery is returned to sender due to an incorrect address, recipient unavailability, or refusal, we will re-ship the item once free of charge after address confirmation. If we are unable to reach you, a refund will only be considered once the parcel is physically received and scanned at our facility.

• Return to Sender / Undeliverable Packages:

  If a package is returned to us by the carrier for any reason, claims for a complimentary reshipment must be made within 14 calendar days of the official "Return to Sender" tracking scan. Requests submitted after 14 days, are not eligible for free replacements and will incur standard remaking and reshipping fees.

• Mistaken Returns: FuzWeb does not store or process third-party items mistakenly included in return boxes; no compensation or retrieval is guaranteed.

• Policy Abuse: Fraudulent claims or excessive return activity may result in blacklisting and automatic cancellation of future orders. FuzWeb reserves the right to update these policy terms at any time.

5. European Union Statutory Right of Withdrawal

Pursuant to EU Directive 2023/2673 and the Consumer Rights Directive (2011/83/EU), consumers residing within the European Union (EU) hold a statutory 14-day right of withdrawal, subject to the specific product exemptions below:

• • Product Exemptions: Non-prescription frames and sunglasses carry a full 14-day right of withdrawal from physical delivery without providing a reason. Under Article 16(c) of Directive 2011/83/EU, custom prescription lenses and personalized optical items are strictly exempt from the right of withdrawal once production has commenced.

  • Exercising Withdrawal: For eligible non-prescription items, click the "Withdraw from contract here" link in our website footer, provide your Name and Order Reference Number, and confirm. An automated, timestamped confirmation will be sent to your email. Alternatively, submit an explicit written notice to info@fuzweb.com.

  • Refund Withholding Protocol: Valid withdrawals for eligible non-prescription items include standard delivery costs. FuzWeb withholds refunds until the physical goods reach our distribution facility or verifiable return tracking proof is provided. The customer bears the direct cost of returning physical items to our fulfillment facility.