Our Returns and Exchange Policy

Participating in our vision program should be convenient and hassle-free, including returns and exchanges. You can return or exchange any product, except opened boxes of contacts or broken glasses, within 30 days of delivery for any reason.

Please note that features and options will vary based on your vision program.

Examples of returns or exchanges: 

Returns (30 days):	Size of the frame doesn’t fit Style isn’t what you expected Unopened boxes of contact lenses Prescription issues: blurry or double vision (please allow a 7-day adjustment period for your eyes to get used to your prescription)
Exchanges (30 days):	Lenses are not dark enough Unsatisfied with style, color, or fit Prescription issues: blurry or double vision (please allow a 7-day adjustment period for your eyes to get used to your prescription) Order is incorrect Incorrect prescription and your doctor provides an updated prescription (90-day exchange window)

Important note on eyewear credits:

• Returns: To ensure a smooth return process, please initiate and complete your return before your current program period ends. Returns are considered complete only when our lab team receives the returned item from USPS. If your program period changes before you start the return process and ship back your purchase, eyewear credits from the previous year will not be restored. Restored eyewear credits will expire at the end of the program period in which they were originally issued and will not roll over to the next period.

• Exchanges: You can exchange items within 30 days of receiving your order, even if it spans two program periods. The exchange will not affect your new program period eyewear credit. The returned item must be shipped back within 30 days; otherwise, the order will be cancelled. 

Payment:

• Returns will receive a full refund to the payment method used for the original purchase. Any XP Health eyewear credits used will be replenished.
• Exchange pricing is variable and may be subject to an additional charge or partial refund for any price difference in the exchange product selected.

Items not eligible for returns or exchanges:

• Opened boxes of contacts
• Cracked or broken lenses. 
• Broken or damaged frames. Please see our warranty policy regarding broken frames or lenses.

If your item has been marked as delivered and you have not yet received your package but fail to report this to us within 30 days of the reported delivery date, we would be unable to offer replacements. Lost packages must be reported within 30 days to be potentially eligible for replacement.

To start a return or exchange, see our return and exchange process. If you have any questions or need additional help, contact our Member Experience team anytime. We’re happy to help!