Refund policy

Made to order

Every prescription pair is ground to your script and assembled for you specifically. Nothing is pulled off a shelf. Because these are custom made to your eyes and cannot be resold or restocked, prescription orders are not returnable for a change of mind.

We would rather tell you that here than surprise you later. It is also why we put the work in before you order: guided PD and seg height capture, real fit advice, and a person who will answer your question before you buy.

What we do fix, at no cost

If any of the following applies, contact us and we will make you a new pair, corrected, free:

• The lenses do not match the prescription you supplied
• There is a manufacturing or material fault in the frame or lenses
• The order was picked, assembled or shipped incorrectly by us
• The item arrived damaged in transit

We call this a remake, not a return. You do not send it back and wait for a refund. We make it right.

How to claim. Email support@clairmont-eyewear.com within 30 days of delivery with your order number, a description of the issue, and photos where possible. We may ask you to return the original pair using a prepaid label. Remakes ship as soon as we have what we need.

What is not covered

• A change of mind, or deciding you prefer a different style or colour
• A prescription that was entered or supplied incorrectly by you
• A prescription that has changed since you ordered
• Normal wear, scratches from use, or damage from drops, sitting on the frames, heat, or chemicals
• Loss or theft
• Alterations or repairs carried out by a third party

If you supplied the wrong prescription, tell us anyway. We cannot remake it free, but we will quote you a reduced-cost replacement lens rather than send you back to square one.

Non-prescription items

Plano sunglasses, blue-light glasses and frames ordered without prescription lenses are not custom made. These can be returned within 30 days of delivery, unworn, undamaged, and in their original case and packaging. Refunds go to the original payment method within 10 business days of us receiving the return. Return shipping is at your cost unless the item was faulty.

Frame and hinge, backed for life

The bridge and the hinge are the two parts that fail first. We cover both against failure for as long as you own the glasses. We will repair or replace the frame at our discretion. This covers failure of the frame or hinge itself. It does not cover accidental damage, loss, scratched lenses, or normal cosmetic wear. Lenses are covered under the remake terms above, not under this lifetime cover.

Cancelling an order

Contact us as soon as possible. If lens grinding has not started we can cancel and refund in full. Once your lenses are in production we cannot cancel, because they are already made to your eyes.

Refunds

Approved refunds go back to the original payment method. Depending on your bank it can take a further 5 to 10 business days to appear. Original shipping costs are refunded only where the item was faulty or incorrectly supplied.

Where to send returns

Return address is issued with your prepaid label. Please do not send anything back before contacting us, as unannounced returns cannot be tracked to your order.

ASLO TRADING CO., LIMITED
9B, Cheong Tai Commercial Building, 66 Wing Lok Street, Sheung Wan, Hong Kong
support@clairmont-eyewear.com