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 Warranty and Returns
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Refunds
We offer you a 14-day  money-back guarantee. Should you decide for any reason that your new glasses aren't right for you, we'll give you a refund. Due to the custom nature of eyewear a processing fee of 40 percent will apply to all returned items. Frame only sales are not returnable.

To return an item to JEMoptical.com you must first fill out a RMA request form and obtain a RMA number from JEMoptical.com.  Request  a RMA number by completing the RMA request form below. RMA numbers can not be issued by telephone.
 
Once you submit your request,  JEMoptical.com will e-mail you the Return Merchandise Authorization Number (RMA) within 48 hours (not including weekends and holidays).

You must write this RMA number on the return package. Without an RMA Number you cannot return merchandise to JEMoptical.com.

All eyewear must be returned in an "as new" condition with all cases, cleaning cloths, accessories, etc., included in original shipment to you.
 
Unauthorized return shipments will not be accepted and will be returned to sender.

All frame only (no lenses supplied) sales are final and may not be returned for a refund.

We guarantee accuracy on all prescription lenses based upon the entered prescription or they will be remade at no charge. We are not responsible for errors or omissions on incorrectly entered prescriptions or changes in the prescription after the fact by the Doctor. We urge you strongly to review the order confirmation which is sent by email when your order begins production for errors you may have made in entering your RX. We pride ourselves in our workmanship - accurately filling your entered prescription is our number one priority.

FOR LENS WARRANTY RETURNS YOU MUST INCLUDE WITH YOUR RETURNED EYEGLASSES A COPY OF THE DOCTORS RX USED FOR THE ORDER.

NO WARRANTY IS GIVEN OR IMPLIED TO THE SUITABILITY OF ANY RX AS YOU PROVIDE TO US MERELY THAT THE LENSES WE PRODUCE WILL MEET THE ORDERED RX SPECIFICATIONS WITHIN THE RECOMMENDATIONS OF PRODUCTION MADE BY ANSI Z80.1-2010, American National Standard for Ophthalmic Prescription Lenses.

We are a manufacturer of eyewear and only manufacture the items you order to the specifications you request. We can not make specific recommendations on lens type, frames options, fitting or any suitability of a product.

We can not interpret, modify or adjust prescriptions - only a Doctor can do that. We can only produce the exact RX you provide us. Contact your Doctor for any change in Rx that you may require. Please supply us with the exact RX you wish us to use in fabricating your new eyeglasses.

Sorry, we do not warranty against scratches which are a normal process of using your eyeglasses unless you have purchased our premium AR coating DIAMOND® lenses which resists scratches even more  because of a special topcoat that cleans easier and actually repels oil and dust. These lenses also come with a 1 year warranty against defects. Limited to a 1 time replacement.

When does the 14 day period start?
When we place the completed order in the mail to you.

Doctor Changes in RX - RX Input Errors
Though we can not be responsible for changes in a Doctors prescription or errors made at order entry - we do offer a 50% off list price courtesy discount for remade orders not caused by an error on our part.

One remake will be allowed under this policy within 30 days of the shipment of the original order. A copy of your Doctors Rx MUST be faxed or emailed to us to receive this discount.

The remade order must be identical to the original order (less change in RX) to receive this discount.

The 50% discount will be off the total list price of the original lenses and options style.

No other discounts may be combined with this offer.

An RMA request (below) must be completed before returning any items.

Do you refund for postage?
We do not offer refunds for postage and you must return the glasses to us prepaid postage.

Canceled/Changed orders
Due to the custom nature of prescription eyewear orders cancelled or changed after 24 hours from placement of order will incur a 40 percent processing fee.

Use Rx On File
For your convenience in reordering we maintain on file a record of the last RX that you have used to place an order. The last RX is associated with the email address you have used to place the order therefore it is important that you NOT USE the same email address for more than one RX.

Price Guarantee
We guarantee that we will beat any price you find online.

If you find a lower list price (special sales or closeouts excluded) online for a exact item you purchased from JEMoptical.com on another online site - we will refund the difference up to the listed price on our website.

To receive the Best Price Guarantee, you must;
1. contact customer support at orders@jemoptical.com within 10 days of your purchases,
2. provide customer support the link to the webpage of the same exact product with the lower price,
3. the item in question must have been purchased form JEMoptical.com,
4. the item in question must be the exact same product (frame and lenses and options and brand name and specifications) purchased on JEMoptical.com,
5. the product must be currently in stock on the site offering the lower price.

Frame Warranty
JEMoptical frames are fully warranted against all manufacturing defects in materials or workmanship for a period of one year from the date of the original invoice. Just return any defective frame postage paid with a copy of your original order confirmation and we will replace it with the same or equal frame if original frame is no longer available. Frame replacement shall be limited to a 1 time replacement. Your purchase is NOT protected from damage by owner or any other means. 

Clearance Frame warranty is for 90 days only - due to limited quantities replacement frame may be different than original.

You must complete the RMA request form below before returning any items for warranty repair.

Patient Supplied Materials
Even though we take all precautions with patient supplied materials due the age and condition of patient supplied materials we can not be responsible for breakage. Frames during the manufacturing process are subjected to stresses far beyond those that they experience during normal usage. This is where most breakage occurs in patient supplied frames.


Return Material Authorization (RMA) number request form

Please complete the following form to request an RMA number - ALL items returned MUST have an RMA number clearly marked on the package or they will be returned to the shipper unprocessed. Fields marked (*) are required

FOR LENS WARRANTY RETURNS YOU MUST INCLUDE WITH YOUR RETURNED EYEGLASSES A COPY OF THE DOCTORS RX USED FOR THE ORDER.

 

Please allow 3 weeks for processing of any refunds.

Due to the custom nature of eyewear a processing fee of 40 percent will apply to all returned items.

We do not offer refunds for postage and you must return the glasses to us prepaid postage.

 
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