Effective Date: September 24, 2026 | www.fuzweb.com

Welcome to www.fuzweb.com (“Site”, “we”, “us”, “our”), operated by FuzWeb LP. These Terms of Service (“Terms”) govern every visit, purchase, and interaction you have with the Site. By placing an order, creating an account, or browsing, you agree to be bound by the latest version of these Terms and our Refund Policy.

1. Returns & Refund Protocols

1.1 Product Eligibility & Prescription Disclaimers

Non-Prescription Frames & Preset Readers: Returnable within 14 calendar days from the delivery date, provided items are unworn, unused, and in their original packaging.
Prescription & Custom Lenses (Non-Refundable): Because custom prescription lenses are ground specifically to your corrective parameters, all custom lens orders are final sale and non-refundable once production begins, except in verified cases of factory manufacturing error.
Burden of Proof & Defect Claims (Lensometer Verification): If you believe the physical lenses delivered do not match the prescription parameters submitted, you must provide objective optical proof. Verbal claims, unverified reports of discomfort, or visual non-adaptation do not constitute proof of error. To initiate a defect claim, you must take the glasses to a local optical professional or kiosk and submit a clear photo of an official lensometer verification printout measuring the physical lens parameters (Sphere, Cylinder, Axis, and ADD power). If the printout confirms a factory error beyond standard optical tolerances, you may choose between a remake at our cost or a full refund. Lenses made correctly to specifications are non-refundable.

1.2 How to Start a Return

Email info@fuzweb.com or call +1 778 860 5467 with your order number, reason, and required documentation (including photos and/or lensometer readouts) up to 14 days after delivery.
Wait for written approval and the official return address. Do not ship items back without prior written authorization.
Pack all original components securely (frame, case, cleaning cloth, accessories, and original packaging).
Ship using a trackable service only and email us the tracking number within 24 hours of dispatch. Returns sent without valid tracking are void.

1.3 Return Shipping Costs

Fulfillment to Specification or Change of Mind: Customer pays all return shipping costs. FuzWeb does not provide pre-paid return labels under any circumstances.
Verified Company Error: The customer pays the return postage up front and provides tracking. Once the package is received and the manufacturing error is verified, local return postage costs will be added to your refund.

1.4 Timelines, Fees & Lost Shipments

Processing Time: Refunds are processed within 7 business days after the parcel is scanned at our returns facility.
Non-Refundable Fees: Payment-gateway processing fees are non-refundable.
Parcel Responsibility: You are responsible for the return parcel until it is scanned at our distribution center. Return-to-Sender parcels (e.g., unclaimed or incorrect address) will be re-shipped once free of charge after address confirmation; subsequent re-shipments are billed to the customer.
For packages marked as 'Return to Sender' (including items rejected by correctional facility mailrooms), customers must contact support within 14 calendar days of the official carrier RTS tracking status. Reshipment requests submitted after this 14-day window are ineligible for a complimentary replacement.

1.5 Policy Abuse

Fraudulent claims or excessive returns may result in blacklisting and automatic rejection of future orders.

2. Prescription Eyewear & Progressive Lenses

Mandatory Hard-Copy Upload: To ensure 100% accuracy, all prescription orders require a clear document upload of your original hard-copy prescription issued by your eye care professional for manual verification prior to production. While optional manual entry fields are provided for convenience, we cross-reference all details against your uploaded document and are not liable for discrepancies arising from unreadable, outdated, or incomplete user uploads. Once lenses are cut, they are non-refundable except as outlined in Section 1.1.
Progressive Fitting & Factory Segment Heights: Progressive corridors depend strictly on frame alignment, pantoscopic tilt, and vertex distance. Unless a custom segment height measurement (in millimeters) is explicitly provided at checkout, progressive lenses are manufactured using standard, factory-suggested segment heights calculated via optical formulas based on frame dimensions. The exact segment height used for your order is recorded and printed on the prescription card included inside your package.
Mandatory Frame Adjustment Step: If you experience visual distortion, dizziness, or headaches with new progressive lenses, your first required step is to take the frames (along with the package prescription card) to a local optical shop for a physical fitting and bridge adjustment. Frame adjustments align the progressive corridor with your line of sight and often resolve discomfort immediately. Visual non-adaptation to standard factory-suggested segment heights does not qualify as a manufacturing error.

3. Orders, Pricing & Delivery

Order Acceptance: We reserve the right to refuse, cancel, or limit any order due to pricing errors, stock limits, or suspected fraud. Maximum 5 frames per customer unless authorized in advance.
Production & Shipping Windows: Processing takes 1–3 business days for ready-to-wear frames and up to 7 business days for custom prescription lenses. Total order-to-doorstep delivery within the United States is estimated at 7–18 business days.
Fulfillment: Orders ship from our overseas manufacturing hubs; multi-item orders may arrive in separate packages. Estimated delivery dates are not guaranteed, and FuzWeb is not liable for customs, weather, or regulatory delays.
Contact Requirements: U.S. customers must provide a valid email address; tracking updates cannot be dispatched via SMS.

4. European Union Consumer Rights (Statutory Provisions)

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

Product Exemptions: Non-prescription frames and sunglasses carry a full 14-day right of withdrawal from physical delivery. Under Article 16(c) of Directive 2011/83/EU, custom prescription lenses and personalized items are strictly exempt from the right of withdrawal once production has commenced.
Exercising Withdrawal: For eligible non-prescription goods, click the "Withdraw from contract here" link in our website footer, submit your Name and Order Reference Number, and confirm. An automatic timestamped confirmation will be issued to your email. Alternatively, submit a written statement to info@fuzweb.com.
Reimbursements & Refund Withholding: Valid withdrawals for eligible non-prescription goods will be reimbursed including standard delivery costs. FuzWeb withholds refunds until the physical goods reach our distribution center or verifiable return tracking proof is provided. The customer bears the direct cost of returning physical goods to our international fulfillment facility.

5. User Accounts

One account per person/entity. Keep credentials secret. We may suspend or terminate accounts that are shared, fake, or fraudulent.

6. Site Conduct & Prohibited Use

You agree not to use bots, submit false info, phish, upload viruses, or otherwise disrupt the Site. Violations can lead to immediate termination and legal action.

7. Intellectual Property

FUZWEB® is a registered trademark of record in Canada (Reg. No. TMA1,432,768), the United States (Reg. No. 7,419,781), the European Union (EUTM No. 018882008, all 27 member states), the United Kingdom (No. UK00003917343), Australia (No. 2361822) and China (No. 72114964). Unauthorized use of the FUZWEB name is prohibited.

8. Disclaimer & Limitation of Liability

To the fullest extent permitted by law, FuzWeb disclaims all warranties and shall not be liable for any indirect, incidental, or consequential damages arising from your use of the Site or products.

10. Changes to Terms or Refund Policy

We may update these Terms at any time. The version in force when you placed your order governs that order. Continued use after changes are posted means you accept the new terms.

Terms And Conditions