Return&Refund

phaneo
Return & Refund Policy

At phaneo, your vision and satisfaction are our absolute priorities. Because we design, engineer, and craft every frame and lens in our own state-of-the-art facilities, we stand firmly behind the quality of our craftsmanship. If you are not completely satisfied with your purchase, we are here to make it right with our straightforward Return & Refund Policy.

1. The phaneo Guarantee: 30-Day Hassle-Free Policy

We offer a 30-day window from the date of delivery to request a return, exchange, or refund on your eyewear. Our policy is split into two primary categories to best address your needs:

💡 Standard Returns & Style Changes (Within 30 Days)

If you don’t like the style, fit, or simply changed your mind, you can return the glasses. Because prescription lenses are custom-crafted medical products tailored specifically to your eyes, they cannot be resold. Therefore, we offer the following flexible options:

  • Option A (One-Time Free Exchange): We will issue a 100% store credit or ship you a replacement pair of equal value entirely for free (excluding shipping).
  • Option B (Refund to Original Payment): We will issue a 50% refund of the product purchase price to your original payment method.

2. Manufacturer & Lab Warranty (Quality Issues)

Since we own and operate our production facility and custom lens lab, we maintain absolute control over quality. If you receive a product with defects, we take full responsibility.

  • Defects Covered: Optical prescription inaccuracies, peeling lens coatings, frame breakage due to material defects, or structural malfunctions.
  • Our Remedy: Within 30 days of delivery, phaneo will provide a 100% full refund or a 100% free replacement (including shipping costs). No return of the defective item is required in most cases—simply send a clear photo or video showing the defect to our support team.
  • Extended Warranty: All phaneo frames are backed by a 365-Day Manufacturer Warranty covering material and workmanship defects.

3. Conditions for Return & Exchange

To qualify for a standard return or exchange, please ensure the following conditions are met:

  • The return request must be initiated within 30 days of the recorded delivery date.
  • The eyewear must be returned in its original condition, unworn, clean, and accompanied by all original packaging (case, cleaning cloth, accessories).
  • Please note that shipping costs paid at checkout are non-refundable. Return shipping costs for style/preference changes are the responsibility of the customer.

4. Step-by-Step Return Procedure

Returning your glasses is quick and easy. Follow these simple steps:

  1. Initiate Your Request: Contact our Customer Service Team at support@phaneostore.com. Provide your Order Number, a brief description of the issue, and clear photos if there is a quality or prescription issue.
  2. Receive Authorization: Our team will respond within 24–48 hours with a Return Merchandise Authorization (RMA) and the correct warehouse address for your return shipment.
  3. Pack & Ship: Pack the glasses securely in their original case and box. Ship the package using a local carrier with tracking, and email the tracking number to us.
  4. Processing: Once your return is received and inspected at our facility, we will process your refund or dispatch your exchange within 3–5 business days.

5. Order Modifications & Cancellations

Because our custom lens lab begins calibration and surfacing immediately upon order receipt, modification timelines are strictly enforced:

  • Within 2 Hours of Ordering: You may cancel or modify your order (prescription details, address, frame selection) for a 100% refund.
  • After 2 Hours of Ordering: Orders can still be cancelled, but a 30% processing fee will apply to cover the custom optical labor and materials already used in our lab.

Questions about your prescription or fit? Contact our optical experts:

📧 support@phaneostore.com | 🕒 Mon - Fri, 9:00 AM - 6:00 PM (EST)

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