🛡️ Liberated Eyewear: Customer Care Policy & Quality Assurance Guidelines

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🔹 Our Commitment

At Liberated Eyewear, we deliver premium eyewear that combines luxury design with advanced lens technology. We are committed to exceptional service, product integrity, and customer satisfaction—while maintaining fairness and sustainability across all experiences.

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📦 Order Accuracy & Quality Control

Each order undergoes the following:

• Prescription verification (based on customer-uploaded prescription)

• Lens crafting with ClarityCTRL™ HD Digital Technology

• Manual quality inspection before shipment

• Protective packaging and branded accessories with every original order

Remake orders may arrive with internal lab labels and may not include full packaging/accessories unless requested.

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🧾 Prescription Disclaimer

Liberated Eyewear does not provide medical advice or interpret prescriptions. Customers are responsible for:

• Uploading an accurate and valid prescription from a licensed eye care provider.

• Understand visual needs and know the lens type they require (single vision, progressive, readers, etc.).

• Reviewing product features before purchase.

• Reviewing the Prescription Policy before purchase.

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🔁 Remakes & Returns

We offer one courtesy remake or lens replacement within 30 days of delivery if:

• There is a lab error

• The product arrives damaged in transit

• The prescription lens does not match the one submitted

• Undesired outcome 

Remake Limitations:

• Only one remake per pair is allowed

• Frame exchanges after prescription fulfillment are not accepted unless defective

• Customer-submitted prescription errors are not eligible for remake or refund

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⚠️ Abuse of Services Policy

To protect our brand and our team, Liberated Eyewear reserves the right to:

• Decline excessive remake requests

• Flag repeat abuse of policies

• Refuse future services to customers who engage in fraudulent claims or harassment

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📬 Communication Policy

All customer service inquiries are handled via email only to ensure:

• A written record of communication

• Proper documentation for lab coordination

• Fair, traceable resolution for all parties

We do not offer phone support or live calls at this time. Claims will not be honored outside of our REDU portal.

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📦 Packaging Concerns

While we take great care in packaging, minor cosmetic scuffs on boxes or reused internal labels (for remakes) may occur during transit and processing and do not qualify as product defects. We include Certificate of Authenticity, Satin Deluxe Eyewear Pouch and Cloth, Genine Leather Eyewear Case and Luxury Packaging in every original order not remakes or repair orders.

As a courtesy, upon request we will ship a full set of accessories (case, cloth, care card, authenticity card, lens wipes) to your address within 3–5 business days upon request

Lens films are included to protect lenses during shipment and can be peeled without cleaning solutions.

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💎 Final Note

We are proud to serve a bold, diverse, and visionary community. Liberated Eyewear exists to empower your vision—not just through frames and lenses, but through standards, clarity, and care.