Refund and Returns Policy

Frame Fiesta Return & Refund Policy

Thank you for shopping at Frame Fiesta. We strive to offer you the best quality products and services. However, if you are not completely satisfied with your purchase, we’re here to help. This policy outlines the process for returns and refunds, ensuring a straightforward and hassle-free experience.

365-Day Warranty and Lens Policy

From the date you receive your frames, Frame Fiesta provides a 365-day warranty, safeguarding against obvious defects in materials and craftsmanship. If you discover any defects in the frames you’ve purchased during this period, you are entitled to a one-time replacement of the defective frame at no additional cost. It’s important to note that this warranty does not cover damage resulting from accidents, misuse, or the neglect of proper maintenance.

Lens Replacement Policy
Our lenses are custom-made according to each customer’s specific prescription requirements. Because of their personalized nature, the warranty for lenses differs slightly from that of frames.

Single Vision Orders: For orders involving single vision lenses, the warranty aligns with the statement provided for frames. This means that if there’s a defect due to materials or craftsmanship, customers are eligible for a one-time replacement of the lenses, subject to the terms of our general warranty policy.
Progressive and Bifocal Orders: For orders involving progressive or bifocal lenses, customers are allowed one replacement if defects attributable to materials or workmanship are found. It’s crucial to understand that the costs associated with bifocal and progressive lenses are non-refundable. This policy reflects the higher customization and material costs associated with these types of lenses.

Exclusions
Please be aware that this warranty does not apply to lens defects resulting from incorrect prescription information provided by the customer or from normal wear and tear. In the rare event of a lens defect that is attributable to materials or workmanship, Frame Fiesta offers a one-time replacement of the lenses at no additional cost or provides store credit equivalent to the original value of the lenses.

30-Day Satisfaction Guarantee for Frames
If, for any reason, you are not fully satisfied with your frame purchase, Frame Fiesta offers the flexibility of exchanging, receiving store credit, or obtaining a refund within 30 days of receipt. This policy is designed to offer a one-time exchange or return option, providing peace of mind and assurance in the quality of your purchase. Please note that once an exchange has been made, the new order is considered final and will not be eligible for further exchanges or returns, ensuring a straightforward and decisive process.

Customized Prescription Lenses Policy
Given the personalized nature of prescription lenses, our policy incorporates specific considerations for lens adjustments to ensure that every customer receives lenses that match their prescription needs accurately.

Single Vision Lenses: For customers with single vision lenses, if there is a defect in materials or workmanship that does not meet your prescription needs, Frame Fiesta commits to a one-time replacement of the lenses at no additional charge or will offer store credit for the value of the lenses. This aligns with our frame exchange policy, providing a cohesive approach to ensuring your satisfaction.
Progressive and Bifocal Lenses: Customers who choose progressive or bifocal lenses and find a material or workmanship defect affecting their prescription will also be eligible for a one-time lens replacement. However, due to the higher level of customization and associated costs, these lens types are treated with specific considerations. Please understand that the costs associated with progressive and bifocal lenses are not refundable, reflecting the customized nature and material costs of these options.

If the Error is our fault

Should there be an error on our part, such as the wrong prescription or item, we will provide a pre-paid shipping label for the return. Upon receiving the returned products, we will issue a replacement, or a full credit to your Frame Fiesta Wallet.

If the Error is on the Customer’s Part

For errors on the customer’s side, including incorrect order details, the customer is responsible for the return shipping costs. While the original shipping fee is non-refundable, we will process your credit/refund (excluding the shipping fee) within 7 business days upon receiving your return. For exchanges, the new item(s) will be shipped out after we receive the returned package. Please ensure the new item(s) is of equivalent value to the original; otherwise, a price difference will apply.

How to Return Your Product

To initiate a return, please ensure the item is in its original, unworn condition. Securely package the product and include a note with your name, order number, email address used for the order, and a brief explanation for the return. Send all returns to:

Frame Fiesta

4625 Sudley Rd, #269

Carthapin, VA 20143

Need Help?

For any questions or further assistance regarding our return and refund policy, please do not hesitate to contact our customer support team. We are committed to ensuring your satisfaction and will guide you through the return process.

If you need to get in touch with us directly, please use the following contact information:

Email: [email protected]

Phone: (833) 248-2275