We get it, buying anything online can feel a little nerve-wracking. At Keep My Frame, we’re committed to making the process smooth, fair, and stress-free.
This Return & Refund Policy explains how returns, refunds, and re-dos work. It’s written in simple words, so you know exactly what to expect.
Since we don’t sell pre-made products, things work a little differently here. You send us your own frame, and we craft and install custom lenses, which we ship back to you. That means:
Returns aren’t as simple as just “sending it back” because it was yours to begin with!
That said, we still want you to be 100% happy, and we stand by our craftsmanship.
If something’s wrong with your order, we want to fix it. Whether the issue was on our end or there's been a misunderstanding, we're here to help.
Here’s what we’ll gladly do:
Just reach out, and we’ll chat like humans.
We consider remakes or refunds in the following cases:
If the lenses you received don’t match your prescription, tint, or order specifications and you provided the correct details, we’ll remake them for free.
If your frame isn’t closing properly or the lenses pop out, contact us immediately. We’ll assess the issue and either redo the job or offer a refund.
If we damaged your frame while re-lensing (very rare, but we’re human), we’ll own it. We’ll offer either compensation, a new pair of similar value, or a lens-only refund if that’s preferred.
If your frame is lost during return shipping from us to you, we’ll handle the situation fairly based on the shipping carrier’s policy and insurance coverage.
We do our best to help, but some things fall outside the refund zone:
We cannot offer a refund or free remake if the prescription or pupillary distance (PD) you provided was incorrect. We make lenses based on exactly what you send us.
If your frame is already cracked, warped, or too brittle for re-lensing, we may not be able to process your order. In those cases, we’ll let you know and return your frame, minus any shipping fees.
Since each lens is custom-cut for your exact frame, we can’t accept returns just because you changed your mind about the tint, style, or want to keep the original lenses.
If something’s not right, here’s what to do:
If eligible, we’ll either issue a shipping label for you to send the frame back or send new lenses, depending on the situation.
If a refund is approved:
It will be issued using the original payment method used at checkout.
It may take 5–10 business days to appear in your bank or credit card account, depending on your financial institution.
We'll notify you by email as soon as the refund is processed on our end.
We cover return shipping costs only in cases where we made a mistake. If the issue is unrelated (e.g., you changed your mind, ordered the wrong lens type, etc.), shipping costs are not refunded.
Ineligible returns (like incorrect prescriptions or customer-damaged frames) may also be subject to a restocking fee or returned to you without a refund.
We offer a 1-year warranty against manufacturing defects like:
This warranty doesn’t cover damage from accidents, improper cleaning, or dogs who love chewing on glasses.
We're real people who genuinely want to help you see clearly, through both your lenses and the process. If you have questions about returns, refunds, or your order in general, don’t hesitate to reach out.
Email us at: Tnm.nco@gmail.com
We usually reply within 24 hours (often faster).
We treat every order with care, and if something doesn’t go according to plan, we’ll make it right.
Thanks for trusting us with your frames and your vision.
