Vediview Shipping & Returns Policy

Where We Ship & Shipping Costs

We ship to many countries worldwide. Check the list below for all countries we ship to. Final availability and shipping rates are calculated at checkout based on your delivery address.

Countries where we have a local warehouse or fulfillment centre: You receive domestic shipping rates and no customs duties or import taxes on your order.

All other countries (no local warehouse): Shipping is international – rates are higher and calculated at checkout. You are responsible for any customs duties, taxes, or import fees (see Section 6 of our Terms & Conditions for details). We are not responsible for customs delays, but our obligation to deliver within a reasonable time (and in any event within 30 days) remains.

Shipping Options & Delivery Times

All Vediview lenses are custommade to your prescription. Delivery times below include both production and shipping.

Exact rates are calculated at checkout based on your destination and selected speed.

Note: The total delivery period will generally not exceed 30 days from the date your order is placed, unless unusual circumstances arise. If your order fails our quality assurance inspection, we will notify you of the delay.

Free Standard Shipping

Free standard shipping is available on orders over $80 USD (or equivalent in GBP/EUR, before taxes, duties, and fees). Expedited and express shipping are not eligible for free shipping.

Order Processing & Production

• Production times vary based on prescription complexity and lens type.
• Every order is inspected by our quality assurance team before shipping.
• If your glasses do not pass inspection, we will delay delivery and notify you by email until a corrected pair is ready.

Shipping Confirmation & Tracking

Once your order ships, we will send you an email with a tracking number (where available) and instructions for monitoring your delivery.

Lost or Damaged in Transit

We want your order to arrive safely. If your package is lost or damaged during shipping, please contact us immediately. We will work with the carrier to resolve the issue and arrange a replacement at no cost to you.

If Delivery Fails Because of You

We want you to receive your order. However, if a delivery attempt fails for reasons within your control – for example:

• You refuse to accept the package without a genuine reason (such as a defect or mistake by us), or
• You repeatedly fail to arrange re-delivery or collection after we or our carrier have made reasonable efforts,

then:

• We may treat the order as canceled.
• You will receive a refund of the product price, minus any return shipping costs or handling fees we actually incur.
• No refund will be given for the original shipping cost.

In addition, if you regularly refuse deliveries or act in an uncooperative way, we reserve the right to decline any future orders from you and to close your account.

We stand behind every pair of glasses. We offer two guarantee programs.

30 Day Satisfaction Guarantee (Change of Mind / Fit / Style)

If you are not happy with your glasses for any reason – fit, style, comfort, or simply a change of mind – you may return them within 30 days of delivery for a refund or exchange.

• Refund amount: The full product price you paid (excluding original shipping costs and any return shipping costs).
• Condition: Glasses must be in new, unused condition in their original box with any accessories originally included.
• Return shipping for change of mind: You are responsible for all return shipping costs. We do not provide prepaid return labels for changeofmind returns.
• How to initiate: Contact our Customer Support Team by email. We will provide you with the return address and a Return Merchandise Authorization (RMA) number.
• Return deadline: You must ship the returned item within 14 days of receiving the RMA, unless we agree otherwise.
• Refund timing: Once we receive and inspect the returned glasses, we process refunds within 5–7 business days to your original payment method.
• Returns received after 30 days will not be accepted and will be sent back to you at your cost.
• No restocking fee.

365 Day Product Guarantee (Manufacturing Defects)

If you experience a manufacturing defect within 365 days of delivery, we will replace or exchange the product at no cost. We will ship the replacement to you at no additional charge.

What is covered:

• Frame defects (e.g., broken hinges, loose screws, material flaws)
• Lens defects (e.g., coating peeling, distortion not attributable to your prescription)
• Assembly defects (e.g., lenses not properly seated)

What is NOT covered (normal wear and tear / accidental damage):

• Scratched lenses from normal use
• Damage from sudden force, impact, or accident
• Damage from improper handling, cleaning, or storage
• Lost or stolen glasses

How to initiate a warranty claim: Contact our Support Team by email with your order number and a description/photos of the issue.

Return Shipping for Defective Products

Whether we have a “domestic return address” in your country depends on our local warehouse or fulfillment presence.

Countries with a domestic return address: We will generally provide a prepaid return label at no cost to you.

Countries without a domestic return address:

• We do not provide prepaid return labels.
• Ship the item to the return address we provide. After we verify the defect, we will reimburse your return shipping cost up to $20 USD (or equivalent in GBP/EUR).
• If shipping costs more, contact us first for approval. We may then allow you to destroy the item locally (with photo/video evidence) and still receive a replacement or refund.

Exchanges

All exchanges – whether under the 30 day satisfaction guarantee or the 365 day warranty – are handled through our Customer Support Team. They will help you find the perfect fit, style, and prescription.

Final Sale Items

From time to time, we may offer certain products as “final sale.” Any such items will be clearly marked on the product page.

• Final sale products are not eligible for return or exchange under the 30 Day Satisfaction Guarantee.
• They are covered by the 365 Day Product Guarantee for manufacturing defects, as described above.

Rare Denials

If we reasonably suspect abuse of our return policy (e.g., excessive or fraudulent returns), we may deny a return or exchange at our sole discretion. You will be notified by email with an explanation.

Any store credits we issue will be added to your Vediview account and remain valid for 24 months from the date of issue, unless we state otherwise.

• You can use your store credits at checkout.
• Credits cannot be exchanged for cash or refunded.
• Orders paid entirely or partially with store credits are nonrefundable for the portion paid with credits (that portion will be returned to your store credit balance).
• If your account is closed or terminated for any reason, any unused store credits will be forfeited.

You have the right to cancel your order without giving a reason, provided you follow our process.

Before shipment: Contact us immediately by email. If your order has not yet entered production, we will cancel it and issue a full refund.

After shipment: Follow the 30 day satisfaction guarantee return process above. You are responsible for keeping the products safe and in good condition until we receive them back.

Prescription accuracy: By ordering, you certify that you have a valid, unexpired prescription. We cannot accept returns for glasses made according to an incorrect prescription you provided. (If we made an error, it is covered under our 365 day guarantee.)

Shipping damage: If your order arrives damaged, please contact us within 48 hours of delivery with photos of the box and glasses. We will arrange a replacement at no cost.

Chargebacks: If you initiate a chargeback without first contacting us to resolve an issue, we may suspend your account and disable any store credits.

Customer Support Team (Returns & Exchanges):

Email: [email protected]

Website: https://www.vediview.com/contact

Please have your order number ready – it helps us assist you faster.