Returns & Remakes

Updated October 11, 2026

Custom prescription orders

Our prescription glasses are made to the prescription supplied for your order. We do not accept returns or exchanges of custom prescription orders for non-quality reasons, such as change of mind, a style or fit preference, or prescription information supplied incorrectly by the customer. Please check frame measurements and prescription details before ordering.

Quality issues

If your glasses have a quality issue, contact PureOptics at qianjiajing225@gmail.com or through our contact page. Include your order number, a description of the issue, and relevant photos where useful. If the problem is a quality issue, we cover all costs required to remake your glasses, including any necessary return shipping and delivery of the replacement.

Please contact us before sending any item back so we can provide the correct instructions and, when needed, the return address. Do not send returns to an address printed on a parcel without our instructions.

Order corrections and cancellation requests

Contact us promptly if any order or prescription information is incorrect, or if you wish to cancel. We will check the production status and explain the available options. Do not assume that an email request has changed or cancelled an order until we confirm it.

Your rights and existing orders

This policy does not limit mandatory consumer rights, including rights relating to defective, misdescribed or undelivered goods, or refunds where required by law. Any additional commitments made for your order at the time of purchase remain applicable. If a refund is due, it will be issued to the original payment method; the time for it to appear depends on your payment provider.