Refund policy

At Buena Vision Optometry, we want every frame, pair of glasses, and accessory to meet your expectations. If something is not right, our return process is designed to be simple and fair.

A. Return Window

You have 30 calendar days from the date your package is delivered to request a return. Requests received after this period may not be honored.

B. Condition Requirements

To qualify for a return, the item must meet all of the following criteria:

  • Unused and unworn — no signs of wear, skin oils, scratches, or damage
  • Original packaging intact — hard case, soft pouch, microfiber cloth, and all original tags must be included
  • Demo lenses intact — for frames sold with demo lenses, the demo lenses must not have been removed or replaced
  • No alteration — the item must not have been fitted with prescription lenses, adjusted, bent, or otherwise modified by a third party
  • Clean and dry — the item must be free of fingerprints, oils, or cleaning residue

C. Items That Cannot Be Returned

Category Reason
Items that have been worn, scratched, or damaged after delivery Cannot be restored to sellable condition
Items with missing cases, tags, or demo lenses Cannot verify original condition
Customized or fitted prescription lenses Custom optical work cannot be restocked
Items returned after the 30-day window Policy deadline
Items marked "Final Sale" at purchase Clearly disclosed at checkout
Items that have been adjusted or fitted by an optician Modifications make the item non-restockable

D. How to Start a Return

  1. Contact us at info@buenavisionoptometry.com or call +1 (702) 631-4144. Include your order number and the reason for your return.
  2. If the item arrived damaged, defective, or is not what you ordered, attach clear photographs of the product and its outer packaging.
  3. Our team will review your request and, once approved, send you a prepaid return-shipping label and written instructions.
  4. Pack the item securely — place it back in its original case or pouch, include all accessories and tags, and ship using the label provided.
  5. Retain your tracking number until the return is confirmed as received.

Important: Returns sent without prior authorization from Buena Vision Optometry may not be accepted and could be returned to the sender at the customer's expense.

E. Exchanges

If you would like a different frame size, color, or diopter strength, contact us at info@buenavisionoptometry.com within 30 days of delivery. We will confirm availability and guide you through the exchange process. A prepaid return label will be provided for the original item.

Size exchanges are our most common exchange request. If your frame (Narrow, Average, or Wide) does not fit as expected, please contact us and we will arrange an exchange for the correct size at no additional cost, subject to availability.

If the replacement item is of equal value, no additional payment is needed. If it costs more, we will provide a secure payment link for the difference. If it costs less, the balance will be refunded to your original payment method.

F. Damaged, Defective, or Incorrect Items

If you receive an item that arrived broken, arrived with a manufacturing defect (such as a loose hinge, cracked frame, or misaligned temple), or is not the item you ordered:

  1. Contact us within 48 hours of delivery at info@buenavisionoptometry.com.
  2. Include your order number, a written description of the issue, and photographs of both the item and its outer packaging.
  3. We will send a prepaid return label at no cost to you.
  4. Once we receive and inspect the item, we will offer your choice of a replacement or a full refund, including original shipping charges.

G. Free Return Shipping

Buena Vision Optometry covers 100% of return-shipping costs. Once your return is authorized, a prepaid shipping label will be provided at no charge. No restocking fees are applied.

H. Refund Processing

After we receive and inspect your returned item:

  1. We will notify you of the outcome within 2–3 business days.
  2. Approved refunds will be credited to your original payment method within 10 business days of approval.
  3. Your bank or card issuer may require an additional 5–10 business days to post the credit to your account.

I. Partial Returns and Shipping Recalculation

If your original order qualified for free shipping and you return only some items from the order, the remaining items may no longer meet the free-shipping threshold. In such cases, we may deduct the standard shipping cost from your refund.

J. Order Cancellation

  • You may cancel your order within 2 hours of placement, provided it has not yet shipped.
  • Contact us at info@buenavisionoptometry.com or +1 (702) 631-4144 with your order number.
  • Once an order has shipped, it cannot be cancelled — you will need to follow the return process above.
  • If we cancel an order after payment has been collected, a full refund will be issued within 10 business days.

Contact Us

Buena Vision Optometry 6134 W Lake Mead Blvd, # E-8 Las Vegas, NV 89108

Email: info@buenavisionoptometry.com Phone: +1 (702) 631-4144

Business Hours: Tuesday–Friday: 10:00 AM – 5:30 PM (PT) Saturday: 9:00 AM – 3:00 PM (PT) Sunday–Monday: Closed