Refund policy

Refund and Return Policy

At HPglasses, we are committed to providing you with high-quality eyewear. As our products are shipped internationally from our headquarters in China, the logistics involved in cross-border returns are complex. Therefore, we generally do not offer a standard return-for-refund service. We appreciate your understanding in helping us maintain the efficiency of our global operations.

Custom Prescription Lenses

All custom optical lenses are meticulously crafted based on the specific prescription and feature selections you provide. Once an order for custom lenses enters the production or processing stage, it is considered a final sale and cannot be returned or refunded.

This policy applies to:

  • Prescription Data: Lenses custom-made to the specific vision correction values provided in your order.

  • Lens Enhancements: Specialized features, including but not limited to photochromic (light-adjusting) properties, blue-light blocking coatings, tinting/dyeing, and other custom surface treatments.

We kindly ask that you carefully double-check your prescription details and feature preferences before finalizing your order. Once our laboratory begins the customization process, these components are unique to your specifications and cannot be repurposed or returned.

Eyeglass Frames

We understand that choosing frames online can be challenging. While we do not support unconditional returns, your satisfaction is important to us:

  • Fit Concerns: If you receive your eyeglass frames and find that they are not a suitable fit, please reach out to our support team at hello@hpglasses.com. While returns are not standard, we are happy to review your case individually and discuss the possibility of a partial refund or other solutions.

  • Damaged Items: Please inspect your order upon reception. If the item is defective, damaged during transit, or if you receive the wrong item, please contact us immediately at hello@hpglasses.com with photographic evidence. We will evaluate the issue and work with you to make it right.

  • Exclusions: We cannot accept requests for returns or refunds if the damage to the frames is caused by human error, improper handling, or daily wear and tear after the product has been received.

Refund Process (For Approved Cases)

In the rare event that a refund is approved by our team, we will notify you once the process has been initiated.

  • If approved, a refund will be processed to your original payment method within 10 business days.

  • Please note that processing times vary depending on your bank or credit card issuer. If you have not received your refund after 15 business days, please contact us at hello@hpglasses.com for assistance.

Contact Us

If you have any questions or concerns regarding your order, please do not hesitate to contact our dedicated support team at hello@hpglasses.com. We are here to assist you and ensure you have the best experience possible with our products.