Refund policy

14-day return policy
We have a 14-day return policy, which means you have 14 days after receiving your item to obtain a return authorization number (RA) from us and post the return shipment with the item to the specific return address that will be provided to you. Items sent back to us without first requesting a return will not be accepted.

Orders that are accepted for returns are subject to a 20% restocking fee.

To be eligible for a return, your item must be in perfect original condition as the original shipment, along with any original attachments such as tags, boxes, clear plastic bags, or other bags. Orders returned without meeting the above criteria may be declined entirely. We have the right to refuse returns if the products have been worn or washed and with a used scent.

Prescription eyewear frame warranty
In addition to the 14 day return policy above, our prescription eyewear has a limited 2 year warranty for replacement on frames.

Prescription eyewear lens warranties
In addition to the 14 day return policy above, our prescription eyewear has a limited 1 year warranty on lens scratches for replacement of the lenses. With duravision Anti glare options we provide a 1 year warranty for scratches, not including self damage. We also include a 60 day warranty on doctor Rx changes to make sure you’re vision is your absolute sharpest.

Redos due to inaccurate measurements are not covered.

Our pricing is aggressive and competitive but our focus is on providing quality so the more accurate you are with measuring PD and OC, the more accurately the glasses will be tailored to your vision needs.

We strive to solve all your concerns so that you are seeing clearly with our eyewear.

Measuring ocular center (OC) or pupillary distance (PD): you can use a ruler, an app on your smartphone, or when you make your purchase, enter 00 for PD or OC, we’ll send you the frame, you take a photo wearing the frame, then you mail it back to us.

To start a return, you can contact us at support@raydoctor.com, or utilize our easy self return portal at account.raydoctor.com. Please note that returns will need to be sent to the addresses provided to you when the RA numbers are generated for you. Please write the RA number in the order's original invoice to be included with the return if available.

You can always contact us for any return question at support@raydoctor.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns of gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We do not process exchanges of same items in different sizes or colors due to limited availability. For prescription glasses, contact us regarding our warranties above for replacement or repair.

Return shipping addresses:
Ray Doctor brings you items procured from brand named retailers around the world. Because of this, products must be returned to the appropriate distribution sites. The specific addresses for your items will be provided when your return in authorized.

Return Authorization (RA) numbers

Return requests that are approved will be given a Return Authorization (RA) number, or return reference number, will be provided which needs to be included with the returned merchandise.

For declined returns:
The order will be shipped to the buyer and any additional shipping charges will be invoiced. 

Shipping and handling charges:
Shipping and handling charges are non-refundable. 

Return shipping:
Return shipping is the customer's responsibility unless it was a shipping error or a damaged item. Items should always be shipped back with an active courier tracking number. All returns need to be shipped back with UPS, DHL, or FedEx. Due to the long delivery time, we do not accept any local Postal Service.

Customs charges:
Any returns that are due with customs charges will be covered by the buyer. Either by invoice or will be deducted from the original refund. To offer a faster refund we recommend selecting the option of the sender paying for all customs duties.

Return processing timeframe:
Please allow Ray Doctor 5 - 7 business days from the day we receive the returned package to process.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@raydoctor.com.