Refund policy

 

At VivaRays, we believe trust is the foundation of every lasting relationship. That’s why we proudly offer a 90-Day Money-Back Guarantee and a 1-Year Warranty on all frames and lenses.

We stand behind our products and the benefits they bring to your health and well-being. If you’re not satisfied, we’ll make it right — with dignity, fairness, and respect.

🔄 What May Be Returned for Exchange or Refund

1. 👓Non-Prescription Glasses: Freedom to Try, Freedom to Choose

Exchange Eligibility: Exchanges are accepted within 90 days upon delivery. Glasses must be in new condition with all original packaging and accessories. Your 'first' exchange is free; we will cover the shipping cost to you and the restocking fee as goodwill.

For Any Additional Exchanges:

  • A $10 USD or $15 CAD restocking fee applies per exchange.

  • While you can exchange multiple times within 90days, you are responsible for shipping costs after the first free exchange.

Refund Eligibility: Refunds are available within 90 days of receiving your non-prescription glasses. Items must be in new, complete, and resealable condition.

Expected Fees For Returns:

  • A $10 USD or $15 CAD restocking fee applies to all refunds or after the first free exchange.

  • You are responsible for return shipping costs and customs fees if you're outside US and Canada. 

  • Original shipping charges and route insurance protection are non-refundable.

2. 🩺 Prescription & Reading Glasses – Custom Craftsmanship with Honest Terms

We craft prescription lenses uniquely for your eyes, and just like a tailor cannot reuse a custom-cut suit, we cannot refund prescription and reading lenses once they’re in production.

But we will do the honorable thing:

  • The frames, if unused and in original condition, may be returned within 90 days for a refund. You will only be charged for the prescription or reading lenses.

  • If you are uncertain which frame suits you best, we invite you to order one or several “No Prescription” styles as trial frames.

    • Try them on in the comfort of your home and choose the one you love, and return them within 30 days for a full refund as "Trial frames". (Recommended for US and Canada; one-time processing only).

    • If you're in an International country, we can't guarantee to provide a free return label; however, we can do a full refund once the return is received.

    • Once you’ve chosen the one that fits just right, you can proceed with your prescription order online, and we will ship them to you after manufactured.

    • If nothing fits or a change of mind, you can still return them for a refund after restocking fees and shipping are covered by you.

Please contact Customer Support for the return instructions and state the specific reason e.g. Trial frames, and will order a new prescription or a change of mind.

And if, in time, your prescription changes:

Option 1: Fastest Processing

  • Email your updated prescription to support@vivarays.com

  • You will cover the cost of:

    • The new prescription lenses

    • Shipping to you

  • We will:

    • Manufacture the new lenses in our BC, Canada lab

    • Ship them directly to you

  • The new lenses can be easily installed into your existing Vivarays frames, and we’ll send you a video guide.

Option 2: Standard Processing

  • Email your updated prescription to support@vivarays.com.

  • Ship your glasses back to our BC, Canada lab.

  • You will cover the cost of:

    • The new prescription lenses

    • Shipping both ways

  • We will:

    • Replace the lenses

    • Return your glasses to you in their original frames, good as new.

This is the sort of service we believe in: practical, fair, and built for real life.

3. Hygiene Products – For Your Protection and Ours

  • For reasons of hygiene and your well-being, we cannot accept returns on Earplugs, Earphones, or Sleeping Masks that have been opened, tried on, or used.

We hope you understand that this protects all our beloved community — including you.

🛑 On Cancellations

We understand that things can suddenly happen, and we can cancel then refund right away as long as it meets the following criteria:

  • The order is still within 12-24 hours upon purchase.

  • Once the order has shipped or the process is already underway, it cannot be stopped, and you’ll cover the shipping and return fees for a refund.

💔 Damaged Goods

If something arrives damaged, broken, or clearly not right, we want to know immediately.

  • Kindly email us at support@vivarays.com within 7 business days upon receiving the items.

  • Send us a photo and/or a short video so we can see what you see.

  • We will take care of it promptly, as any business should.

⚠️ Defective Goods

Your glasses and/or lenses are covered under our 1-year warranty upon purchase. If they are deemed to be defective, we’d love to help you further!

  • Please email us at support@vivarays.com with the full details of what happened, along with the photo and/or a short video to further assess.

Please note that any related incident, such as stolen, lost, stepped on, or mishandled, wear and tear, is not covered by our warranty and guarantee period.

💵 Fees & Shipping – Fairness in Every Transaction

  • Change of heart? No problem. We simply ask that you contribute a small restocking fee:

    • $10 USD (United States)

    • $15 CAD (Canada)

These fees go directly to our family-run fulfillment center; honest folks doing honest work.

  • If a returned item arrives damaged, incomplete, or clearly used, we reserve the right to deduct an appropriate amount or decline the refund altogether. We trust our customers to be as fair with us as we are with them.

  • Original shipping charges are non-refundable.

  • Shipping costs for return and refund, or exchanges beyond the first are to be covered by you.

⏳ Refund Timing

  • Once received and inspected, your return will be processed within 7–10 business days.

  • Refunds will be credited to your original payment method and may take 3–5 business days to appear, depending on your bank.

💌 Let Us Help

Our Customer Support team is always happy to serve you. Write to us anytime at support@vivarays.com and we’ll walk you through the return or exchange process with care and clarity.

At VivaRays, we believe in doing business with service, honesty, honor, and humanity. Thank you for giving us the chance to serve you.

— With Love and Light ✨
 The VivaRays Team

 

⚖️ Disclaimer: This policy is subject to change without prior notice. Please review periodically for any updates; amended as of Sept 2025.