Thank you for choosing Frame Fiesta. We are committed to providing you with the highest quality products and services. If you are not fully satisfied with your purchase, we’re here to help. Please review the following guidelines for returns and refunds to ensure a clear and hassle-free experience.
365-Day Frame Warranty
From the date you receive your frames, Frame Fiesta provides a 365-day warranty against defects in materials and craftsmanship. If you encounter any such defects within this period, you are entitled to a one-time frame replacement at no additional cost. This warranty does not cover damage resulting from accidents, improper use, or lack of proper maintenance.
Lens Replacement Policy
Our lenses are custom-made according to each customer’s unique prescription. Their warranty coverage is as follows:
- Single Vision Orders: If a defect in materials or workmanship is found, you are eligible for a one-time lens replacement under the same terms as the frame warranty.
- Progressive and Bifocal Orders: If there is a material or workmanship defect, you are entitled to a one-time lens replacement. Due to their higher customization costs, progressive and bifocal lenses are non-refundable.
30-Day Satisfaction Guarantee for Frames
If you are not completely satisfied with your frame purchase, you may exchange, receive store credit, or request a refund within 30 days of receipt. This policy allows for one exchange or return per calendar year. Once an exchange or return has been processed in a given calendar year, any subsequent orders placed during that same calendar year are considered final and are not eligible for additional returns or exchanges. Please note that the customer is responsible for any return shipping costs related to the 30-day satisfaction guarantee.
Customized Prescription Lenses Policy
Because prescription lenses are customized, special considerations apply:
- Single Vision Lenses: If materials or workmanship do not meet your prescription requirements, we will provide a one-time lens replacement at no additional charge or offer store credit for the lens value.
- Progressive and Bifocal Lenses: If a material or workmanship defect affects your prescription, we will provide a one-time lens replacement. However, the costs associated with progressive and bifocal lenses are non-refundable due to their higher level of customization.
If the Error Is Ours
If we made an error—such as sending the wrong prescription or item—we will provide a prepaid shipping label for the return. Once we receive the returned product, we will ship a replacement or issue a full credit to your Frame Fiesta Wallet.
If the Error Is the Customer’s
If the error is on the customer’s side (for example, an incorrect prescription or order details), the customer is responsible for return shipping costs. The original shipping fee is non-refundable. Once we receive your return, we will process your credit or refund (excluding the shipping fee) within 7 business days. For exchanges, we will ship the new item(s) after receiving the returned package. If there is a price difference for the new item(s), it will be applied accordingly.
Exclusions
This warranty does not apply to lens defects resulting from incorrect prescription information provided by the customer or from normal wear and tear. If a lens defect is determined to be due to materials or workmanship, Frame Fiesta will offer a one-time lens replacement at no additional charge or provide store credit equivalent to the original lens value.
Bring Your Own Frame Service – Lens Only Purchases
- Eligibility and Condition of Frames: By choosing our “Bring Your Own Frame” service, you acknowledge that your frame must be in good working condition and suitable for re-lensing. Frames that are older, heavily worn, previously repaired, or constructed with fragile materials may be at greater risk of damage during the lens fitting process.
- Inspection and Notification: Upon receipt of your frame, we will conduct a thorough inspection. If we determine that your frame is damaged, defective, or otherwise unsuitable for processing, we will notify you immediately. In such cases, you may elect to have the frame returned to you at your expense. If no decision is provided within a reasonable timeframe, we reserve the right to dispose of the frame in accordance with our standard practices.
- No Warranty or Replacement Guarantee: Frame Fiesta is not responsible for defects, damage, or breakage that occur during the lens fitting process when such issues stem from the frame’s original condition, age, or wear. We do not provide replacement frames, cash payouts, or any other form of compensation for frames that fail to withstand normal processing. If your frame proves unserviceable, we will return it to you at your expense (if requested). Otherwise, no further recourse is available.
- Customer Assumption of Risk: By participating in this service, you accept the risk that your frame may not be fit for re-lensing and that damage may occur despite our best efforts. While we handle all frames with care and follow industry-standard procedures, older or compromised frames may still fail or break due to factors beyond our control.
- No Guarantee of Fit or Condition: Frame Fiesta makes no guarantee or representation that the Customer Frames will be compatible with the customer’s chosen lenses, prescriptions, or any modifications requested. Any adjustments or modifications to the Customer Frames are performed solely at the customer’s request and risk.
- Limited Liability for Damages: Frame Fiesta shall not be liable for any damage to, or destruction of, Customer Frames arising from any cause whatsoever, including but not limited to handling, inspection, installation, modification, packaging, shipping, or miscommunication of specifications. In the event Frame Fiesta, at its sole and exclusive discretion, decides to reimburse the customer for damages to their Customer Frames, such reimbursement shall not exceed a total of Two Hundred and Five Dollars ($250.00) under any circumstances. This limited reimbursement, if granted, shall be the customer’s sole and exclusive remedy, and the customer releases Frame Fiesta from all other liabilities, claims, or damages.
- Indemnification: The customer agrees to indemnify, defend, and hold harmless Frame Fiesta and its officers, directors, employees, agents, affiliates, successors, and assigns, from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable attorneys’ fees) arising from or relating to the use of the “Bring Your Own Frame” Service or the handling, modification, or return of the Customer Frames.
- Acceptance of Terms: By submitting their frames to Frame Fiesta, the customer represents that they have read, understood, and agree to be bound by these additional terms and conditions. If the customer does not agree to these terms, they should not use the “Bring Your Own Frame” Service.
- These terms and conditions are in addition to, and do not limit or replace, any other terms and conditions published by Frame Fiesta. In the event of a conflict between these additional terms and conditions and any other Frame Fiesta policy, these terms and conditions shall govern with respect to the “Bring Your Own Frame” Service.
How to Return Your Product
To initiate a return, please contact us either by emailing info@framefiesta.com or by using the chat feature on our website. Before shipping your item back, ensure it is in its original, unworn condition. Place it securely in the package, and be sure to include a note with your name, order number, the email address used for your order, and a brief explanation for the return. Please send all returns to:
Frame Fiesta
8876 Dallas Acworth Hwy
STE 118
Dallas, GA 30132
Need Help?
If you have any questions or need further assistance, please contact our customer support team. We are dedicated to ensuring your satisfaction and will guide you through the return process.
Email: info@framefiesta.com
Phone: (833) 248-2275