Wholesale & B2B returns

How a wholesale account, optical practice, or retail partner handles a defective Lucyd frame, a short shipment, or a warranty claim.

This page is for accounts that buy Lucyd frames to resell — optical practices, safety distributors, retail partners, and wholesale buyers. If you bought a pair for yourself, see Returns & refunds instead.

If a frame is defective

You do not send it back, and there is no RMA number for you to chase. We raise that on our side.

Send us four things:

1. SKU and quantity, for example 1 × LCD008-30
2. A photo of the frame, or a short video if the fault is audio, charging or Bluetooth
3. Which feature failed (audio, charging, Bluetooth, touch controls, hinge, frame or lens) and a line on what happened
4. Your Lucyd invoice or order number, or the authorized retailer or distributor you bought the frame from

Lucyd frames don’t carry serial numbers, so the invoice and the photo are how we match a claim to a frame we shipped. The one exception is HTC VIVE Eagle, where the serial number is required. See VIVE Eagle warranty.

Email wholesale@lucyd.co, or use the wholesale claim form. Both land in the same queue.

We reply within one business day with the resolution: a credit memo against your account, or a replacement frame shipped at our cost.

What happens to the defective frame

It stays with you. Render it unusable and dispose of it through your local electronics recycling, in line with lithium battery disposal rules. A frame that has been credited or replaced shouldn’t be resold, donated, or passed on.

If our engineering team needs to examine a particular failure, we’ll ask for that specific unit, send you the label, and cover the freight. You’re never asked to pay to return a defective frame.

Larger claims

For five units or more, or a repeat claim on the same SKU, include a photo of every unit and a short video of one failure. It’s the same process, we just need enough to feed it back to QC properly.

How long the warranty runs

One year from the retail sale to your customer, and in no case more than 18 months from the date we delivered the frame to you.

That means a frame sitting in your stock isn’t burning its warranty, and your customer still gets a full year from the day they buy it.

Customer returns and open-box resale

Returns from your customers follow your own store’s return policy. They aren’t warranty claims.

If a customer returns a frame and it checks out, you can resell it as open-box, clearly labelled and never as new. Before relisting, confirm it:

• Charges, pairs, and plays audio on both sides
• Has no cracks, loose hinges or deep scratches
• Comes with its original case and charging cable

If your lab fitted prescription lenses, remove them first.

The original warranty stays with the frame. It runs 1 year from the date your first customer received it, still within 18 months of our delivery to you. If fewer than 60 days are left at resale, the next customer gets 60 days from their purchase, the same as open-box frames on lucyd.co. Keep the Lucyd invoice number and the first customer’s delivery date with the frame, because a claim on it will need both.

A frame that has already received a credit or replacement can’t be resold.

Where the credit goes

Your choice, tell us in the same email:

• Against a named open invoice. Name it and we take the credit off it.
• On the account. It sits there and comes off whatever you order next.
• Against a new order. Send the order with the request and we apply it straight to it.

Prescription lenses

If your own lab cuts and fits the prescription, the split is the industry standard one:

Short, wrong, or missing shipments

Not a warranty claim, and faster to fix. Tell us within 21 days of shipment and we’ll trace it with the carrier. If a shipment is confirmed lost, we reship at no cost.

Changing your order or your mix

Ordering too much, or wanting to rebalance what you carry, is a commercial conversation with your account manager rather than a returns process. Talk to your rep.

Optical practices

If you’re a clinic or practice claiming on behalf of a patient, the same process applies and there’s more detail on the dedicated page.

→ Warranty for partner optical clinics

The full policy

→ USA Wholesale Warranty Policy — the complete terms, coverage, and exclusions.

Canada and international partners operate under their own market terms. Contact your account manager for the documentation that applies to your region. The defect remedy on this page applies to every frame we sell, in every market.

Quick links: Warranty · Partner clinics · Contact support