Returns & refunds (lucyd.co orders)

Lucyd's return policy for orders placed on lucyd.co — 7-day window, what's refundable, and how to start.

If you bought your Lucyd glasses on lucyd.co, this is the policy that applies. If you bought on Amazon, Walmart, TikTok Shop, or any other marketplace, please see Marketplace returns instead.

At a glance

The 7-day window

You have 7 days from the day your order is marked delivered to initiate a return. After 7 days, returns and refunds are no longer available — only warranty replacements for manufacturing defects (see Warranty).

If you’re a few days past the window, contact us anyway: our team can review exchange options with you case by case. The 1-year warranty still covers manufacturing defects.

What’s refundable

Refundable:

• The frame
• Standard shipping

Non-refundable in all cases:

• Custom lenses (prescription, photochromic upgrades, polarized, blue-light, transition lenses). Once cut they can’t be resold, so the lens cost is deducted from any refund.
• Shipping upgrades (expedited, etc.)

If your order included a custom lens and you return it, you’ll receive a refund for the frame and standard shipping, minus the lens line item.

A $15 return fee is deducted from your refund unless the return is due to our error.

Once we receive and process your return, the refund goes back to your original payment method. It usually takes a few business days to appear, depending on your bank.

Before requesting a return

A short troubleshoot often resolves what looks like a return-worthy issue:

• Sizing feels wrong? We can usually exchange to a better-fitting frame from the same line. See our sizing guide.
• Bluetooth not pairing? Try the pairing reset before requesting a return.
• Lens scratched in shipping? We’ll cover that. Contact us with a photo.
• Tinted lens not transitioning fast enough? Read about Lucyd Shift — these need a few hours of sunlight to fully activate.

VIVE Eagle

VIVE Eagle is made by HTC and sold by Lucyd. Its return terms differ from our own products.

A prescription Eagle is final sale in full, the frame as well as the lenses. Once our lab cuts lenses for your prescription the glasses cannot be resold to anyone else.

To return an Eagle with no prescription lenses, it needs to come back:

• Unopened, or like new with all packaging, accessories and the charging case
• Factory reset and unpaired from your HTC account. We cannot accept a unit still linked to your account

We will offer store credit or an exchange first, and a cash refund on request.

Warranty is separate from returns. VIVE Eagle carries HTC’s 12-month warranty, which applies whether or not the return window has closed. See VIVE Eagle warranty.

Cancelling an order

To cancel a lucyd.co order, contact our team with your order number as soon as you can. We can cancel an order when you ask on the same day you placed it.

After that day, cancelling isn’t guaranteed. Our team checks whether your order has shipped and, for custom lens orders, whether our lab has started on your lenses, and lets you know. If your order can’t be cancelled, you can start a return once it arrives (custom lenses aren’t refundable).

If we cancel your order, the refund goes back to your original payment method. It usually takes a few business days to appear, depending on your bank.

How to start a return

Reach out via our contact page with:

1. Your order number (it starts with LU, for example LU12345).
2. The reason for the return (briefly — this helps us troubleshoot first).
3. Whether you want a refund or an exchange.

We’ll reply within one business day with next steps, including a prepaid return label if applicable.

Exchanges

In most return cases we encourage a swap to a different frame before authorizing a full return. Exchanges are easier on you (no money round-trip) and let us pick the best-fit Lucyd for you. We’ll apply any price difference one way or the other.

International orders

International orders are final sale: we don’t accept returns or issue refunds. Our 1-year warranty still applies worldwide for manufacturing defects.

Wrong address?

We’re not able to replace orders shipped to a wrong address that the customer entered at checkout. If you notice an address error before the order ships, contact us immediately and we’ll update it if we can. After shipment, you’ll need to place a new order. Our team will review options with you.

Quick links: Warranty · Marketplace returns · Contact support