Refund policy

30-Day Exchange & Return:

If you're not completely satisfied with your purchase or made an error during the order, please contact us via email (service@zanylenoptical.com) or reach out to our customer service team within 30 days of receiving your products. We offer a free frame exchange (with shipping costs covered by ZanyLen), a 60% membership points refund, or a 50% cash refund. Each order is eligible for one exchange or return.

Please note: Prescription lenses are customized based on the customer's prescription. After-sales support is not provided to the lenses unless there is an obvious quality issue or a deviation from the prescription.

30-Day Warranty:

You have 30 calendar days from the date you receive the glasses to contact us for reasons including any possible defects in materials and workmanship, we will remake new glasses for you at no additional charge.

Please note: This warranty does not include damage caused by accidents, negligence, or improper usage.

365-Day Frame Guarantee:

Our 365-Day Frame Guarantee means our customers are eligible for a one-time frame replacement within 365 days. A replacement frame will only be issued if there are clear defects in materials or craftsmanship.

HOW TO RETURN YOUR GLASSES:

1.  Contact our Customer Service Department at service@zanylenoptical.com to send a return request and attach a picture of the unwanted product and to share the reasons for return.

2.  Once your return request is approved, you may follow the instruction email and send the product to the return address. (zanylenoptical.com is not responsible for the shipping cost.)

3.  All product must be returned in their unworn, original condition, in the original case include an eyeglass case and lens cleaning cloth. Package your glasses securely and make sure to include your name, contact information order number and why you returned the glasses.

4.  We recommend shipping your returned product by a traceable method. (zanylenoptical.com is not responsible for shipping damages or lost shipments.)

5.  Once your return is received, we will process refund within 3 working days. Your refund will be credited back to your original method of payment. Once your refund has been processed, it will take 3 to 5 business days for your bank to process the credit and apply it to your account.

 
FREQUENTLY ASKED QUESTIONS

Q1. When will I receive the refund?

*If you used PayPal account to pay for the order, the refund will be back to your PayPal account within 3 business days.

*If you used credit card/debit card to pay for the order, the refund will be back to your credit card/ debit card account in about 3 to 5 business days. The actual time may depend on the processing time of your bank. Please feel free to contact us if you don’t receive the refund and we would love to help to follow up on this process.