Legal

Terms of Service

Effective September 24, 2026 · www.fuzweb.com

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

1. European Union consumers

Pursuant to EU Directive 2023/2673 and the Consumer Rights Directive (2011/83/EU), consumers residing in the European Union have a statutory 14-day right of withdrawal to cancel their contract with FuzWeb, subject to the exemptions below.

1.1 Product-specific exemptions

• Non-prescription frames and sunglasses: full right to withdraw and return within 14 days of physical delivery, without giving a reason.
• Prescription lenses and custom orders: under Article 16(c) of Directive 2011/83/EU the right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized. Prescription lenses are ground to your own corrective parameters, so orders containing prescription lenses or custom tints are final once production begins.

1.2 How to exercise the right

Use the Withdrawal Button in the footer of the Site, labelled “Withdraw from contract here”: provide your name and order reference and confirm. Our system issues an automatic timestamped acknowledgement on a durable medium. Alternatively, send an unambiguous statement of withdrawal to info@fuzweb.com before the 14-day window expires.

1.3 Reimbursement and withholding

On a valid withdrawal we reimburse the payments received for eligible items, including the cost of standard delivery.

2. Returns and refunds

2.1 What can be returned

• Standard frames and preset readers: 14 calendar days from the delivery date. Items must be unworn, unused and in original packaging.
• Prescription and custom lenses: not returnable, unless the lenses do not match the prescription you submitted, or the item is defective or was sent in error.

2.2 How to start a return

1. Email info@fuzweb.com or call +1 778 860 5467 with your order number, the reason, and at least one well-lit photograph.
2. Wait for written approval and the correct return address. Do not ship before you receive it.
3. Pack everything: frame, case, cloth, accessories and original box.
4. Ship trackable only and send us the tracking number within 24 hours. Returns without valid tracking are void.

2.3 Who pays the return shipping

• Change of mind, or an error on your side: you pay. FuzWeb does not provide free or pre-paid return labels under any circumstances.
• An error on our side: you pay the return shipping up front and send us the tracking number. Once the item reaches us and has been inspected, we refund the local return postage together with your refund.

2.4 Lenses that do not match your prescription

• Verification Required (No Exceptions): If you believe the physical lenses made do not match the prescription parameters you submitted, you must provide objective optical evidence. Verbal claims, unverified reports of discomfort, or visual non-adaptation do not constitute proof of error.
• Burden of Proof (Lensometer Printout): To initiate a defect claim or refund for custom prescription lenses, you must take the glasses to a local optical professional or kiosk and obtain an official lensometer verification printout measuring the physical lens parameters (Sphere, Cylinder, Axis, and ADD power). A clear, legible photograph of this printout—alongside a copy of the original doctor's prescription—must be submitted to info@fuzweb.com.
• Remedies & Refunds: If the lensometer printout confirms a manufacturing defect or deviation beyond standard optical tolerances from the prescription submitted, you may choose between a remake at our cost or a full refund. Lenses made correctly to the parameters submitted are non-refundable.

2.5 Timing, fees and lost returns

• Refunds are processed within 7 business days after the parcel is scanned at our returns address.
• Payment-processing fees are non-refundable.
• You are responsible for the parcel until we scan it. Return-to-sender parcels are re-shipped once free of charge after you confirm the correct address; further re-ships are at your cost.
• For packages processed as "Return to Sender" please 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.
• Fraudulent or excessive returns may lead to black-listing and automatic rejection of future orders.

3. Orders and pricing

We may refuse, cancel or limit any order in case of pricing errors, stock limits or suspected fraud. All prices are in USD; other currencies shown are estimates. Maximum 5 frames per purchase unless agreed in advance. The price you see includes customs duties, tariffs and shipping: there is nothing extra to pay on delivery.

4. Shipping and delivery

• Making your glasses: 1–3 business days for ready-to-wear frames, up to 7 business days for prescription and custom lenses.
• Order to doorstep, United States: 7–18 business days in total, making and shipping included. Delivery windows for other countries are listed in our Shipping Policy.
• Orders ship from our overseas fulfillment partners; multi-item orders may arrive separately.
• Estimated dates are not guaranteed. We are not liable for delays caused by customs, weather, pandemics or regulatory action.
• U.S. customers must provide a valid email address: tracking links cannot be sent by SMS.

5. Prescription eyewear & Progressive Lenses

To ensure 100% accuracy, all prescription orders require a clear, legibly scanned photograph or document upload of the original hard-copy prescription issued by your eye care professional. While optional manual entry fields are provided for customer convenience, all order details are verified against your uploaded hard-copy prescription prior to production. We are not liable for discrepancies arising from unreadable, outdated, or incomplete uploaded documents. Once lenses are cut, they are non-refundable, except as set out in section 2.4

• Progressive Fitting & Segment Heights: Progressive corridors depend on frame alignment, pantoscopic tilt, and vertex distance. Unless a custom measurement is provided at checkout, progressive lenses are made using standard factory segment heights based on frame dimensions (printed on the prescription card in your package). If you experience dizziness or distortion, your first required step is taking the frames and prescription card to a local optical shop for a physical fitting. Visual non-adaptation to standard factory segment heights does not constitute a manufacturing error.

6. Accounts and site conduct

One account per person or entity; keep your credentials secret. We may suspend or terminate accounts that are shared, fake or fraudulent. You agree not to use bots, submit false information, phish, upload viruses or otherwise disrupt the Site. Violations can lead to immediate termination and legal action.

7. Intellectual property

All content on www.fuzweb.com is © 2015–2026 FuzWeb LP or its licensors. No reproduction without written permission.

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. fuzweb.com is the only official FuzWeb® store.

8. Disclaimer and 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 of our products.

9. Governing law and venue

These Terms are governed by the laws of Ontario, Canada. You consent to the exclusive jurisdiction of the courts of Toronto, Ontario.

10. Changes to these Terms

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