Return & Exchange Policy

1. Our Policy: Exchange Only, No Refunds

If you receive a product with a problem covered under Section 2 below, we will exchange it for a new frame of the same model.

We do not offer monetary refunds, partial compensation, or any other form of compensation under any circumstances, except where required by law as described in Section 5.

2. What Qualifies for an Exchange

Your item qualifies for a free exchange if:

  • It has a manufacturing defect (e.g. faulty hinge, faulty coating, faulty assembly).

  • The wrong item was shipped (incorrect model, color, or size).

  • The item arrived damaged in transit.

Exchange requests must be submitted within 7 days of delivery, with:

  • Your order number.

  • Photos of the product showing the issue.

  • Photos of the original packaging.

Send these to lumlaglasses76@gmail.com

3. What Does Not Qualify

The following are not eligible for exchange or any compensation:

  • Change of mind, sizing preference, or personal taste.

  • Damage caused by drops, impact, or misuse.

  • Normal wear and tear (scratches from daily use).

  • Products damaged due to improper storage or care.

  • Custom or personalized products (custom lens shapes, prescription lenses, engraving) — these are excluded from exchange entirely, except in the case of a manufacturing defect.

  • Items without proof of purchase (order number or receipt).

4. Exchange Process

  1. Contact us at lumlaglasses76@gmail.comwithin 7 days of delivery with the information listed in Section 2.

  2. Our team reviews your request and confirms eligibility within 3–5 business days.

  3. If approved, we ship a replacement frame of the same model at no additional cost.

  4. If the original model is unavailable, we will offer the closest equivalent model — this is the only case in which an alternative to a direct exchange applies.

  5. Return shipping for defective or incorrect items is covered by Lumla Glasses; shipping for the replacement is also covered by us.

5. Order Cancellation

Orders can be cancelled before they are confirmed for processing or handed to the shipping carrier. Once an order has shipped, it cannot be cancelled. Custom-made products cannot be cancelled once production has begun.

6. Contact Us

Lumla Glasses Email: lumlaglasses76@gmail.com Website: www.lumlaglasses.world

Business hours: Monday – Saturday, 9:00 AM – 6:00 PM (GMT+7, Vietnam time)