Return & Store Credit Policy

Eligible frame purchases may be returned within 14 calendar days after delivery.

A return request must be submitted within this 14-day period. Requests submitted after the return period may be declined.

The delivery date shown by the applicable shipping carrier will generally be used to determine the start of the return period.

We do not provide refunds to the original payment method for ordinary change-of-mind returns.

Store credit:

• Does not expire.
• Cannot be redeemed for cash, except where required by law.
• May be applied toward eligible future purchases from Specs On Site.
• Is issued only after returned merchandise has been received and approved.
• May not be duplicated, transferred, resold, or converted into another form of payment unless Specs On Site expressly authorizes it.

Any shipping charges, taxes, or other amounts applicable to a new purchase made with store credit remain subject to the terms of that new transaction.

To qualify for store credit, returned frames must:

• Be returned within the applicable 14-day return period.
• Be in their original condition.
• Show no signs of wear, damage, alteration, modification, or misuse.
• Include the original packaging and all accessories originally supplied with the frame.
• Include sufficient proof of purchase or another purchase-verification method accepted by Specs On Site.
• Receive return authorization from Specs On Site before being shipped back.

Specs On Site reserves the right to decline a return that does not meet these requirements.

A valid Specs On Site order number, receipt, confirmation email, or another purchase-verification method accepted by Specs On Site is required to process a return.

Returns for merchandise that cannot be verified as having been purchased directly from Specs On Site may be declined.

Prescription lenses, customized lenses, and other personalized optical products that have been produced according to the customer's order are final sale for change-of-mind purposes.

These products are not eligible for ordinary store-credit returns once customization or production has been completed.

This restriction does not eliminate any rights the customer may have when an item is defective, incorrect, damaged, or otherwise subject to rights provided by applicable law.

Frames purchased during a sale, promotion, or with a discount are eligible under this Return & Store Credit Policy unless the product was clearly identified before purchase as:

• Final Sale
• No Returns
• As Is
• Or similar language

Items clearly designated as Final Sale are not eligible for ordinary change-of-mind returns.

For an ordinary change-of-mind return, the customer is responsible for the cost of returning the merchandise to Specs On Site.

We strongly recommend using a tracked shipping method and retaining proof of shipment.

Specs On Site is not responsible for a return shipment that is lost or damaged before it is received by us, except where responsibility is imposed on Specs On Site by applicable law.

Do not send merchandise back until return instructions or authorization have been provided.

Original shipping and delivery charges are not included in store credit for ordinary change-of-mind returns.

If the return results from an incorrect item, defective merchandise, shipping error attributable to Specs On Site, or another circumstance in which Specs On Site is legally responsible, shipping charges will be handled separately as appropriate.

Specs On Site does not currently charge a restocking fee for an eligible return made in accordance with this policy.

If this policy changes for future purchases, any applicable fee will be disclosed before the affected purchase is completed.

If you receive merchandise that appears damaged, defective, or different from what you ordered, please contact Specs On Site promptly rather than submitting it as an ordinary change-of-mind return.

We may request photographs, packaging information, order information, or other reasonable documentation so we can investigate the issue.

Depending on the circumstances, the resolution may include replacement, correction, store credit, refund, or another remedy as required or permitted by applicable law.

Damaged, defective, or incorrect orders are not automatically treated as ordinary store-credit-only returns.

The Store Credit Only policy does not replace any refund or cancellation rights that apply when Specs On Site is unable to ship an order within the applicable promised or legally required time.

Where applicable law requires Specs On Site to offer cancellation and a refund because merchandise cannot be shipped as required, the customer will receive the applicable cancellation and refund rights.

To start an eligible return, submit the Specs On Site Return Request form. Please provide:

1. Your name.
2. Your order number or other proof of purchase.
3. The frame or item you want to return.
4. The reason for the return.
5. Any requested photographs or supporting information, when applicable.

Please do not ship merchandise back until Specs On Site has reviewed the request and provided return authorization or instructions.

Submitting a return request does not automatically guarantee approval.

Once the request is reviewed, Specs On Site will provide return instructions if the merchandise appears eligible.

If your order arrived damaged, defective, or incorrect, contact Specs On Site promptly so the issue can be reviewed under Section 10 rather than treated as an ordinary change-of-mind return.

All returned merchandise is subject to inspection.

After we receive your return, we may inspect the frame, packaging, accessories, condition, and other relevant information to confirm that the return satisfies this policy.

If the return is approved, the applicable Specs On Site store credit will be issued.

If the return does not qualify, we will notify you. Depending on the circumstances, the merchandise may be returned to you and additional shipping charges may apply where permitted by law.

For an approved ordinary return, store credit will generally equal the eligible purchase price of the returned merchandise, subject to this policy.

Original shipping or delivery charges are not included for ordinary change-of-mind returns.

Any taxes associated with a return or subsequent purchase will be handled in accordance with applicable tax law.

Promotional discounts, credits, coupons, or other adjustments applied to the original purchase may affect the amount of store credit issued. Store credit will not exceed the amount actually paid toward the eligible merchandise.

If a Specs On Site consultation credit, promotional credit, or similar purchase credit was applied toward a frame order that is later returned, Specs On Site may account for the original credit when calculating the resulting store-credit balance.

A return will not create duplicate credit or cause the customer to receive more value than was actually applied toward the original merchandise purchase.

Any specific consultation-credit terms disclosed at the time of purchase will also apply.

This Return & Store Credit Policy does not replace or reduce benefits provided through a Specs On Site Premium Membership.

Premium benefits, including any applicable courtesy frame or lens replacement benefit, are governed by the separate Premium Membership terms.

A Premium replacement request is not automatically treated as an ordinary merchandise return under this policy.

This policy applies to eligible merchandise and does not establish the refund or cancellation rules for:

• One-time Zoom consultations.
• Premium Memberships.
• Appointment services.
• Seller memberships.
• Other services offered by Specs On Site.

Those products and services are governed by their applicable terms and cancellation policies.

This policy does not govern purchases made through the Specs On Site used-frame marketplace or from independent marketplace sellers.

Marketplace purchases are subject to the applicable Marketplace Buyer Protection, inspection, dispute, return, and seller rules presented for those transactions.

Specs On Site reserves the right to reject a return or take other appropriate action when there is reasonable evidence of fraud, intentional damage, merchandise substitution, altered merchandise, false information, abuse of the return process, or other conduct inconsistent with this policy or applicable law.

Nothing in this section limits rights or remedies that cannot legally be restricted.

Nothing in this policy is intended to eliminate or restrict a refund, cancellation, warranty remedy, consumer protection, or other right that cannot legally be waived.

Where applicable law requires a refund to the original payment method or another remedy, Specs On Site will follow the applicable legal requirement.

Customers may request a written copy of the Specs On Site refund and return policy.

A copy may be requested by calling Specs On Site using the phone number provided on the website.

Specs On Site may update this Return & Store Credit Policy from time to time.

Unless otherwise required by law, a change to this policy will apply prospectively and will not reduce the return rights disclosed to a customer for a purchase completed before the change became effective.

The version of the policy applicable at the time of purchase will govern that purchase, subject to applicable law.

Questions regarding a return, store credit, damaged order, incorrect order, or this policy may be directed to Specs On Site.

Specs On Site
Brooklyn, New York
Phone: 516-670-1143
specsonsite.com