FOCAL OPTICAL

Refund & Return Policy

Effective Date: March 18, 2026

At Focal Optical, we stand behind the quality of our products. Please review the policy below for details on returns, refunds, exchanges, and warranties. If you have any questions at all, don't hesitate to reach out — we're here to help.

Prescription Eyeglasses & Sunglasses

Prescription eyewear is final sale and cannot be returned or exchanged. Because prescription lenses are custom-made to your individual specifications, we are unable to accept returns on any eyeglasses or sunglasses that contain prescription lenses.

Exceptions: Defects & Prescription Errors

We will issue a full refund in the following circumstances:

Manufacturing defect. If your eyeglasses or sunglasses arrive with a defect in materials or workmanship — such as a cracked lens, broken hinge, peeling coating, or frame deformity — we will provide a full refund or replacement at your choice.
Prescription error. If the lenses in your eyewear were made incorrectly and do not match the prescription you provided at the time of your order, we will provide a full refund or remake the lenses at no additional cost.
Damaged in shipping. If your eyewear arrives damaged due to shipping, please contact us within 7 days of delivery. We will arrange for a full refund or replacement.

To request a refund under any of these exceptions, please email us at info@focaloptical.com with your order number, a description of the issue, and any relevant photos. Our team will review your request and respond within 2–3 business days.

Scratch Warranty

We offer a 6-month no-scratch guarantee on all prescription and non-prescription lenses. If your lenses develop scratches within 6 months of the date you received your order, we will replace the lenses free of charge. To submit a warranty claim, email info@focaloptical.com with your order number and a photo of the affected lenses.

This warranty does not cover damage resulting from misuse, abuse, accidents, improper care, or normal wear and tear beyond 6 months.

Contact Lenses

We accept returns on contact lenses provided both of the following conditions are met:

Unopened packaging. The contact lens boxes must be sealed and in their original, unopened condition. We cannot accept returns on opened, used, or damaged contact lens boxes.
Within 30 days. Your return request must be submitted within 30 days of the date your order was delivered.

If both conditions are met, we will issue a full refund to your original payment method.

Defective or damaged contact lenses. If your contact lenses arrive defective or damaged straight out of the box, please contact us within 30 days of delivery. We will arrange a replacement or full refund regardless of whether the packaging has been opened.

Non-Prescription Eyewear & Accessories

Non-prescription eyeglasses, sunglasses, and accessories (such as cases, cleaning kits, and lens cloths) may be returned or exchanged within 30 days of delivery, provided they are in new, unused condition with all original packaging and accessories included. Items that show signs of wear, damage, or alteration will not be accepted for return.

Gift Cards

Gift cards are non-refundable and cannot be returned or exchanged once purchased. Please confirm your purchase before completing the transaction.

If an item was purchased using a gift card, the refund will be credited back to a Focal Optical gift card.

How to Initiate a Return or Refund

All returns, exchanges, refund requests, and warranty claims are handled by email. To get started:

Email us at info@focaloptical.com with the subject line "Return Request" or "Refund Request."
Include your order number, the item(s) you'd like to return, the reason for the return, and any relevant photos (for defective or damaged items).
Our team will respond within 2–3 business days with instructions on how to proceed, including a return shipping address if applicable.
Ship the item(s) back securely packaged to the address provided. We recommend using a trackable shipping method, as we cannot be responsible for items lost in transit.

Refund Processing

Once we receive and inspect your returned item(s), we will notify you by email regarding the approval or rejection of your refund.

Approved refunds will be credited to your original payment method within 5–10 business days. Depending on your bank or credit card company, it may take an additional billing cycle for the credit to appear on your statement.
Original shipping costs are non-refundable, except in cases where the return is due to a manufacturing defect, prescription error, or damage in shipping — in which case we will also refund any shipping fees you paid.

Exchanges

If you would like to exchange an eligible item (non-prescription eyewear, accessories, or unopened contact lenses within 30 days), please email info@focaloptical.com and our team will walk you through the process. Exchanges are subject to product availability.

Order Cancellations

If you need to cancel an order, please email info@focaloptical.com as soon as possible. We will do our best to accommodate cancellation requests, but once an order has been processed or shipped, it may no longer be eligible for cancellation and will be subject to the return policy outlined above.

Contact Us

If you have any questions about our Refund & Return Policy, please contact us:

Focal Optical Wise Eyes LLC Email: info@focaloptical.com

We're committed to making sure you're happy with your purchase. If something isn't right, let us know — we'll do everything we can to make it right.