Need to Start a Return?
Our returns team is ready to assist with your return or exchange
Contact Returns Team
Prismix stands behind the exceptional quality and innovative design of our interchangeable lens eyewear systems with comprehensive return and refund policies that prioritize customer satisfaction above short-term revenue considerations. We understand that purchasing premium eyewear represents a significant investment in your personal style and vision protection, particularly when selecting products through digital channels without physical try-on opportunities. Our return framework provides generous evaluation periods, straightforward procedures, and fair policies that balance customer rights with operational sustainability, ensuring you can explore our magnetic lens technology with complete confidence. Whether you discover fit issues, style preferences, or simply change your mind about your purchase, our customer-centric approach facilitates hassle-free returns that demonstrate our commitment to long-term relationships built on trust rather than restrictive policies that trap customers into keeping unsuitable products.
All Prismix eyewear purchases qualify for return within thirty calendar days from delivery date, providing ample time to evaluate fit, comfort, optical clarity, and aesthetic appeal through real-world wearing experiences across various lighting conditions and activities. This generous window recognizes that proper eyewear assessment requires extended evaluation beyond brief initial impressions, allowing you to test our magnetic lens system through daily routines, outdoor adventures, and diverse social situations that reveal how our products integrate into your lifestyle. Return eligibility requires products to remain in original condition with all components intact including frames, all provided lenses, protective cases, cleaning cloths, instruction materials, and original packaging that facilitates safe return shipping. We define original condition as unworn merchandise showing no signs of use, modification, or damage beyond minimal handling during home try-on evaluation, though we recognize that determining proper fit requires briefly wearing frames to assess comfort and positioning. Products exhibiting wear patterns inconsistent with evaluation purposes, including scratches, structural damage, missing components, or alterations made by unauthorized service providers, fall outside standard return eligibility though we may offer partial credit or exchange options depending on specific circumstances and product condition assessment by our returns team.
Initiating returns requires advance authorization through our customer service channels where our team provides return merchandise authorization numbers, shipping instructions, and any specific packaging requirements that protect products during transit back to our Poznań facility. This authorization process enables us to prepare for incoming returns, track packages through reverse logistics networks, and expedite processing upon arrival, minimizing the time between your return shipment and refund completion. Return shipping costs follow different allocation models depending on return reason, with Prismix absorbing costs for defective products, incorrect shipments, or other fulfillment errors attributable to our operations, while customers bear return shipping expenses for subjective reasons such as style preferences, fit issues, or simple order regret. We recommend using tracked shipping methods with delivery confirmation when returning products at your expense, protecting against loss or damage claims during transit and providing both parties with shipment visibility throughout the return journey. International returns face additional complexity due to customs procedures and higher shipping costs, with specific guidance provided during authorization that addresses documentation requirements, declared values, and optimal carrier selection for your geographic location.
Upon receiving returned merchandise at our facility, our quality assurance team conducts thorough inspection to verify product condition, completeness, and compliance with return eligibility criteria before approving refund processing. Standard inspection and approval procedures complete within three to five business days from package receipt, with refunds processed to original payment methods immediately following approval confirmation. Credit card refunds typically appear on customer statements within five to ten business days depending on issuing bank processing speeds, while digital wallet refunds may complete more rapidly due to streamlined electronic transaction protocols. Bank transfer refunds require additional processing time as financial institutions verify account information and complete inter-bank fund transfers according to their standard operating procedures and regulatory requirements. Original shipping charges remain non-refundable for voluntary returns initiated for subjective reasons, reflecting our actual costs in providing delivery services that you chose to utilize, though we refund shipping charges for returns resulting from our errors or defective merchandise. Restocking fees do not apply to standard returns within our thirty-day window, demonstrating our confidence in product quality and commitment to risk-free evaluation, though certain promotional items or customized configurations may carry specific terms disclosed at purchase time.
Customers preferring product exchanges over refunds can request alternative items during return authorization, streamlining the process by combining return and new order placement into coordinated transactions. Exchange procedures follow return protocols for sending original products back to our facility, with new items shipping once we confirm receipt and condition approval of returned merchandise. This sequential approach protects both parties by ensuring returned products meet eligibility standards before we commit inventory and shipping resources to replacement items, though processing times extend compared to simple refunds due to multiple transaction stages. Alternative exchange models accommodate customers who identify desired replacement products immediately, allowing advanced shipment of new items concurrent with return processing, with payment authorization for replacement items converting to completed charges or releasing back to customers based on return inspection outcomes. Size exchanges represent our most common request category as customers adjust frame dimensions or lens configurations after initial wear evaluation reveals comfort or coverage preferences differing from expectations formed through product photography and specifications. Style exchanges enable exploration of alternative collections when initial selections prove incompatible with facial features, personal aesthetic preferences, or wardrobe coordination needs that become apparent through real-world styling attempts beyond digital visualization capabilities.
Products exhibiting manufacturing defects, material failures, or performance issues contradicting stated specifications receive priority handling through our warranty return procedures that differ from standard return policies. Warranty returns face no time limitations within coverage periods specified in our warranty documentation, recognizing that defects may not manifest immediately during initial evaluation periods but emerge through extended use over months or years. Defective product returns require no return authorization in urgent situations where immediate replacement prevents extended periods without functional eyewear, though customers should contact our service team when possible to facilitate proper documentation and expedited processing. We prepay return shipping for all warranty returns regardless of customer location, acknowledging our responsibility to cover costs associated with defective merchandise that failed to meet our quality standards. Warranty replacement products ship immediately upon defect notification for active customers within good standing, with formal return inspection completing after replacement delivery to minimize disruption to your eyewear needs, trusting customer reports of legitimate defects while maintaining audit procedures that identify potential abuse patterns requiring intervention.
Certain product categories and special circumstances fall outside standard return eligibility due to hygiene considerations, customization factors, or promotional terms established at purchase. Prescription lens inserts customized to individual vision correction requirements cannot be returned once manufactured due to their patient-specific nature and inability to serve alternative customers, though we work with affected customers experiencing fitting or vision issues to identify acceptable solutions. Final sale items clearly marked during promotional periods or clearance events carry no return rights as disclosed prominently during checkout, with reduced prices reflecting permanent sale terms that enable aggressive pricing on discontinued inventory or seasonal merchandise. Gift cards, digital content, and service packages represent non-physical products lacking tangible return processes, though we address legitimate complaints or technical issues through customer service channels offering appropriate remedies short of formal returns. Hygiene items including nose pads, temple tips, or other components making direct skin contact cannot accept returns once removed from sealed packaging, protecting subsequent customers from sanitation concerns while maintaining reasonable evaluation allowances for other eyewear components.
Our returns team is ready to assist with your return or exchange
Contact Returns Team