Zenni Optical Return Policy: 14-⁠Day Refunds, 30-⁠Day Store Credit

Zenni Optical sells made-to-order glasses online, so its return policy works differently from a typical store: the date your package arrives decides whether you can get your money back or only store credit. Here is what Zenni's own Return Policy Terms and FAQ say.

Two windows: refund or store credit

Both clocks start on the delivery date – the day the order arrives at your home ¹.

In practice, if you want cash back, decide within the first 14 days. Past day 14, returns on card-paid orders made within 15-30 days after delivery are eligible only for store credit ¹.

What is (and isn't) refunded

• Refunds cover the purchase price but exclude amounts you paid for shipping, taxes and Rush Delivery, unless the law requires otherwise ¹.
• Store credit covers the purchase price and reimburses paid standard shipping fees on US and Canada orders ¹.
• Beyond that, Zenni's terms say shipping charges are not refunded except as required by law ¹, and Zenni isn't responsible for returned items lost in shipping ¹ – so use a trackable method.
• Discounted orders: if you used a coupon, promo code or other discount, the refund or credit is limited to what you actually paid ¹. If you got glasses free with a promo code, you can ask for a one-time remake of equal value ¹.

Orders paid with store credit or gift balances

Orders paid entirely with store credit can only be refunded as store credit ¹. If you split the payment between store credit and a card, the store-credit part comes back as new store credit, and the card part is refunded to the card within 14 days of delivery or as store credit for returns made 15-30 days after delivery ¹.

Refunds go only to the credit card used on the order; if you no longer have that card, Zenni issues store credit to the account that placed the order ². Store credit sits in your Zenni account, and you select it as the payment method at checkout ².

How to start a Zenni return

1. Get an RA number. Contact Zenni's help center by chat, phone or email to go through the return authorization process ². Zenni won't accept returns without an RA ¹.
2. Pack everything from the order together. Zenni asks you to consolidate all items from one order into a single return package ².
3. Ship to the address Zenni gives you with your RA number ¹.
4. Watch your email. Once the return is processed, Zenni emails you to confirm the refund or store credit ¹.

Accessories other than eyeglasses can also be returned if they're unused and in their original condition ¹.

Condition rules

Glasses must come back in their original, unmodified condition, and the return policy doesn't cover damage from accidents, negligence or improper care ². Zenni also says it monitors return activity and can limit returns and exchanges in any situation ².

Glasses made incorrectly or defective

If you think there's a manufacturing error, return the glasses for inspection within the 30-day warranty period; if Zenni's inspection shows they were made incorrectly, it remakes them at no charge ¹. Zenni's FAQ adds that broken frames are replaced at no charge during the same 30-day period ².

Coatings get longer coverage: defects in the anti-reflective (AR) coating and photochromic films are covered for one year from the date you receive the glasses ¹. Normal wear and tear to frames, lenses or coatings isn't covered ².

For a defect return, contact customer service at (800) 211-2105, by email or by chat within the applicable period to get an RA number ¹. Then send ¹:

• the complete glasses – frames, lenses and eyeglass case;
• a copy (not the original) of your prescription as written by your doctor;
• your RA number.

A copy of your order or invoice isn't accepted in place of the prescription copy ¹.

What happens after you send them back

If you sent the glasses for inspection, Zenni emails you the inspection results; if you sent them for a refund or store credit, it emails you once that's processed ². Zenni doesn't offer repairs or lens replacement in a frame you send in ².

Quick tips

• Mark your calendar for day 14 after delivery – it's the last day to choose a refund over store credit ².
• Contact Zenni first: shipping without an RA number means the return won't be accepted ¹.
• Keep a copy of your prescription handy in case you need a remake ¹.
• Compare other retailers' rules on our return policies page, or see everything we cover for Zenni Optical.