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Returns Policy
Prescription glasses are not like clothes. Most lenses are cut or manufactured to your own eye measurements, so a return works differently depending on what you bought. This page explains what you can return, how long you have, and what we do when something is wrong.
- Returns within 14 days of receiving your glasses, with a refund and free return shipping.
- A product fault is exchanged one-for-one within one month. See the Warranty Policy.
- If we made the pair differently from the order we agreed with you, that is on us: you get the correct item or a refund.
- In your first two weeks, a free eye test and prescription re-check.
1. Three kinds of product, and why they differ
A pair of glasses can be a ready-made item from the shelf, or lenses surfaced for your eyes at the manufacturer's lab. We will tell you which group your order falls into before you pay.
| Group | What it covers | How it is made |
|---|---|---|
| A. Ready-made | Frames without lenses, non-prescription sunglasses (including polarized), accessories | Sold as they are, nothing is made to your eyes |
| B. Prescription lenses cut from stock | Most single-vision glasses, photochromic lenses in simple prescriptions, stocked blue-light filtering lenses | Lenses cut and fitted in our store to your measurements, usually the same day |
| C. Lenses made to order | Progressive (multifocal) lenses, photochromic lenses in difficult prescriptions, high powers and strong astigmatism, lens lines ordered through the manufacturer's lab | Manufactured for your prescription only. Standard progressives about 24 hours; premium Essilor progressives four to five days; premium ZEISS progressives seven to nine days |
2. Returns within 14 days
Within 14 days of receiving your glasses (collected in store, or the day they are delivered to you), you can exchange or return them and get a refund. If you send them back by courier, we cover the return shipping.
Ready-made items (group A)
The item should be unused and returned with the packaging and accessories it came with.
Prescription and made-to-order lenses (groups B and C)
The 14-day rule above also covers lenses cut to your prescription and lenses made to order. Because those lenses are made to your own measurements, we suggest coming back within the first two weeks for a free eye test and prescription re-check before you decide to exchange or return. Often a frame adjustment is all it takes.
3. When something is wrong
A product fault
A frame, lens or coating with a manufacturing or workmanship fault is exchanged one-for-one within one month under the Warranty Policy.
We supplied or made the wrong thing
For example the wrong frame model or colour, the wrong lens line, or lenses that do not match the measurements in the order we agreed with you. That is our responsibility. You get the correct item or a refund, and you pay no shipping.
Still getting used to them, especially progressives
New glasses, progressives above all, usually take anywhere from a few days to two weeks to settle. Mild dizziness or a slightly soft edge in the first days is not necessarily a fault. In your first two weeks, come back for a free eye test and prescription re-check. Frame adjustments are free at any time. If the re-check shows we made the lenses differently from the order, it is handled as our error, above.
4. If you want to change your choice
If you want a different frame, lens line or lens feature, tell us as early as you can. Before the lenses are cut or ordered, a change just means updating the order and the quote. Once the lenses have been cut or ordered, the request is handled under section 2.
If you get a new prescription elsewhere after ordering with us, bring it in. We will measure again for free and explain any difference before you decide what to do.
5. What we cannot take back
- Damage from use: dropped or knocked glasses, glasses sat on, scratches from everyday wear, frames warped by heat, coatings damaged by alcohol or chemicals.
- Glasses that have been repaired or re-shaped somewhere else.
- Requests made after 14 days. A product fault is still covered by the one-month one-for-one exchange.
- Items not bought from Manh Long Optical. Glasses bought elsewhere still get our free lifetime aftercare, see the Warranty Policy.
6. How to return or exchange
- Tell us within 14 days. Come in, call, message us on WhatsApp or Zalo, or email. Tell us what you bought, when you received it, and what the problem is.
- Bring or send the glasses to 147A Le Duan. If you have already left Hanoi, we will tell you how to send them. We pay the return shipping.
- We inspect them. The frame and lenses, the lens parameters measured on our instruments, checked against the order we agreed.
- We tell you the outcome and act on it. An exchange, a lens remake or a refund. If new lenses are needed, you get a date based on the lens type in section 1.
7. What to bring
- The glasses, with the case, packaging and accessories if you still have them.
- The manufacturer's warranty card, for lens lines that come with one.
- The purchase document we gave you, or the phone number you used when you bought, so we can find the order.
8. Refunds
We refund after we have received and inspected the item. When we confirm your request, we will tell you how the refund will be paid back to you.
Questions?
Manh Long Optical, 147A Le Duan, Cua Nam, Hanoi. Open 8:00 to 21:30, every day. English is spoken on every shift.
- WhatsApp: 0777 986 999 · Zalo: 0777 986 999
- Phone: +84 777 986 999
- Email: mlong.optical@gmail.com
- Directions to the store
Last updated: 26 September 2026. This policy applies at Manh Long Optical, 147A Le Duan, Cua Nam, Hanoi.