Refund policy

Returns

Return & Refund Policy

Updated August 8, 2026

In three lines

Frames without prescription lenses: return within 14 days of delivery, unworn and in the original packaging. You pay the return shipping.

Prescription lenses: made to your own parameters, so they are not returnable — unless they do not match the prescription you submitted.

If we got it wrong: you choose — a remake at our cost, or a full refund. And we refund your return postage too.

1. What can be returned

  • Standard frames and preset readers: within 14 days of delivery, if unworn, unused and in the original packaging.
  • Prescription and custom lenses: not accepted, because each pair is ground to your own corrective parameters. The exceptions are in section 2.
  • Please contact us as soon as something looks wrong. Wearing the frames for thirteen days and then asking to return them falls outside this policy.

2. When the mistake is ours

If the item arrives damaged, is not what you ordered, or the lenses do not match the prescription you submitted — confirmed by a lensometer readout from any local optician — you choose the remedy: a remake at our cost, or a full refund. Whichever you prefer.

Lenses made correctly to the parameters you submitted are not refundable, and a change in your prescription after production has begun is not an error on our side.

3. How to start a return

  1. Contact us. Email info@fuzweb.com with your order number, the reason, and at least one clear, well-lit photograph.
  2. Wait for approval. Do not ship anything until you have received the official return address and ticket number from us.
  3. Pack securely. Include all original parts — frame, case, cloth, accessories — and use the original box where possible.
  4. Ship with tracking. Use any trackable service and send us the tracking number. Returns without tracking cannot be refunded.

4. Who pays the return shipping

FuzWeb does not provide free or pre-paid return labels under any circumstances, for any brand or product category. The customer always arranges and pays for the return shipment.
  • Change of mind, or an error on your side: the return postage is yours to bear.
  • An error on our side: you still pay the return postage up front and send us the tracking number. Once the item reaches us and has been inspected, we add the local return postage to your refund.

5. Refunds

  • Processed within 7 business days after the parcel reaches our returns address and has been inspected.
  • Issued to your original payment method or as store credit — your choice.
  • Payment-gateway processing fees are non-refundable under any circumstance.

6. Lost or undelivered returns

  • You are responsible for the item until it reaches our returns address. Use trackable shipping and file any loss claim with the carrier.
  • If a parcel is marked “return to sender” — unclaimed, wrong address — we re-ship it once free of charge after you confirm the correct address.
  • Send the correct and complete item. We do not store items sent to us by mistake and cannot guarantee their return.

7. European Union consumers

Under EU Directive 2023/2673 and the Consumer Rights Directive (2011/83/EU), consumers resident in the European Union have a statutory 14-day right of withdrawal, subject to the exemptions below.

  • Non-prescription frames and sunglasses: full right to withdraw within 14 days of physical delivery, without giving a reason.
  • Prescription lenses and custom orders: under Article 16(c) the right of withdrawal does not apply to goods made to the consumer’s specifications. Orders containing prescription lenses or custom tints are final once production begins.

To withdraw, use the Withdrawal Button in the site footer, labelled “Withdraw from contract here”, or send an unambiguous statement to info@fuzweb.com before the window expires. We reimburse the payments received for eligible items, including standard delivery.

Withholding notice. For items already handed to a courier, we withhold the refund until the goods reach our distribution centre or you provide verifiable tracking proof that they have been sent back. If you withdraw after an order has shipped, you are responsible for either refusing delivery or paying the return postage.

8. Enforcement and updates

Fraudulent or abusive returns may result in blacklisting from future purchases. Policy changes apply from the date posted; the version in force when you placed your order governs that purchase.