This policy was last updated on February 18, 2020. The
policy covers the following topics.
1. Canceling Your Order
2. Damaged or Defective Items
3. Not the Right Look?
4. Custom or Prescription Lenses
5. Clearance Sale Price Items
6. Contacting Us
7. Where to Ship Returns
8. Shipment and Risk of Loss
9. Returns without Exchange
10. Custom Order Frames or Lenses and Purchases with Insurance
11. Undelivered or Refused Items
12. This Policy and Customer Agreements
13. GDPR Fees
You will love our optical products and services because we strive to make sure
every order is perfect and tailor-made to your specifications. Our goal is for you to be 100%
satisfied with your purchase!
However, if you’re unhappy for some reason, this is our refunds, returns, and
exchanges policy. Here’s what you should know for each product and service.
1. Canceling Your Order
Within 2 Hours
If you need to cancel your order for any reason, you may do so within two (2)
hours of placing your order, completely free of charge. Please notify us by phone or email
immediately.
After 2 Hours but Before Shipment
If notification is not received within two (2) hours, a U.S. $20 cancellation
fee (or foreign currency equivalent for customers outside the USA) will be applied on the frame
and lenses that cannot be refunded because work on your order will have commenced.
After Shipment
After your order has shipped, it cannot be canceled and it is subject to terms
and conditions for returns and exchanges outlined below.
2. Damaged or Defective Items
All of our frames and branded lenses are guaranteed to be 100% authentic, and
defect-free.
If the frame or lens you have ordered is delivered defective or damaged in any
way, please notify us within (3) business days of receiving your order, and we will process
an exchange of your item completely free of charge.
3. Not the Right Look?
Not the right look? No problem!
We totally understand! Glasses can look different online than they do on you. Because we want you to be happy and confident with your purchase, we allow a
one-time exchange for any other frame in our online store within five (5) business days
of you receiving your item. All you’ll have to pay is the shipping and handling in the amount of
U.S. $9.95 (U.S. $34.95 or foreign currency equivalent for customers outside of the USA) via
credit card, Visa or Mastercard debit card, check, or money order payable to “CoolFrames LLC”
If your new frame costs less money, store credit will be provided in lieu of a
cash refund. If the item is more expensive, we will invoice you for the difference.
Shipping fees are solely your responsibility as the buyer. We recommend you get
tracking because we cannot be responsible for a lost return. See the Shipment and Risk
of Loss section of this policy below for more information.
Please be advised that we can only accept items for exchange that arrive back
to us in the condition you received them. This includes all packaging, lens envelopes, and
certificates of authenticity when provided.
If your order included custom or prescription lenses, we will do our very best
to fit them into your new frame at no charge. This is not always possible because each lens is
specifically cut and shaped by our opticians to fit the frame you selected first. Our optician will
advise you if this is not possible, and if the lenses have to be re-made to fit your new selection.
This will result in an additional charge for new lenses, which we will provide at a discounted rate
that varies depending on your prescription and lens choice. Plastic lenses are available at
a replacement cost of U.S. $14.95 each plus the cost of any additional coatings.
All exchanged items must be received by us within ten (10) business days.
Second, third, fourth, and unlimited other exchanges will be subject to a
restocking fee rules on the cost of the frame. Repeat exchanges for items containing custom or
prescription lenses will be handled in the same manner as described above, on a case by case basis.
4. Custom or Prescription Lenses
If your lenses are delivered to you with damage or are defective in any way due
to our manufacturing, we will replace the lens at no additional charge.
If the wrong prescription was provided to us, we will work with you to replace
the lenses with your proper prescription at a discounted rate that varies depending on your
prescription and lens choice.
Plastic lenses are available at a replacement cost of U.S. $14.95 each or
higher depending on the prescription plus any additional coatings.
We strongly recommend that if you are unsure of any aspect of your
prescription, that you e-mail or fax the prescription to us to eliminate the possibility of errors that
could result in the wrong prescription being provided.
Progressive lenses are exchangeable for 60 to 90 calendar days (the time
depends upon the brand) because of RX change, style change, or frame change.
5. Clearance Sale Price Items
No refunds. Clearance sale items may not be returned or exchanged for any
reason. All such sales are final. No exceptions.
6. Contacting Us
Please promptly call us (212-937-4252 or 1-888-293-4755) or email your refund
or exchange request to [email protected]. Please include the words “Refund Request &
or “Exchange Request” in the subject line of your email.
When you communicate with us by email concerning a request for a refund or
exchange, you are agreeing that we can respond to you by email or other electronic means of
communication.
7. Where to Ship
Returns
When you contact us
about a refund or an exchange, if your order is eligible, we will send you a
return form to complete.Returns must be shipped at your expense with a
completed return form and copy of your purchase receipt to the address listed
below:
CoolFrames, LLC
Attn: Refunds Exchanges Department
2907 Ocean Avenue
Brooklyn, NY 11235
United States
8. Shipment and Risk of Loss
We do not take title to a returned physical product until we receive it. In
limited circumstances, and at our sole discretion, we may issue a full or partial refund without the
return of a physical product you purchased from us. If we issue such a refund without a product
return, we do not take title to the physical product that has not been returned.
When you buy a physical product from our website, the purchase is made per a
shipment contract. Whether we ship the product directly to you, or it is shipped to you
by a third party (e.g. a drop shipper), the risk of loss and title for each product purchased from us
passes to you once it has been delivered to the carrier (e.g. U.S. Postal Service, U.P.S., FedEx
etc.). We are not responsible for items lost during transit.
If your item is eligible for a refund, the refund will not include any original
shipping charges. And you are solely responsible for the expense of shipping any returns to us.
9. Returns Without Exchange
All returns must be completed within ten (10) business days of the item being
delivered to you.
To ensure proper crediting to your account, all items must be returned in their
original condition, including cases, cleaning kits, cloths, and any brand documents that may have
come with your order. Returns without exchange are subject to a twenty (20%) percent
restocking fee on the cost of a frame under U.S. $249.99. Frames priced U.S. $250 or more will be
subject to a restocking fee of ten (10%) percent.
Unfortunately, prescription lenses cannot be refunded because each lens is
specifically cut and shaped by our opticians to fit the frame you selected, and cannot be re-used on
any other frame, even by somebody with the same prescription.
Coupons and coolcash cannot be applied to any previous purchases or exchanges.
Frames being exchanged for an item on back-order or that is not available does
not qualify for a refund. We can either keep the replacement on back-order or you may select another
item that is available. You can also request a full value store credit without expiration
that is completely transferable. If you do not want store credit or cannot find something to
replace the original purchase and decide to return that original purchase, the restocking fee rule
will apply to that purchase without exception.
10. Custom Order Frames or Lenses and Purchases with Insurance
We are unable to take any returns on any purchases made using insurance for
either frame or lens purchases. We can and will allow an exchange for change in prescription or
if you are unhappy with your frame selection. Please call us for further details.
11. Undelivered or Refused Items
Any packages returned as undelivered or refused will be subject to a ten (10%)
percent restocking fee, or U.S. $20, whichever is greater. Custom or prescription
lenses will not be credited.
12. This Policy and Customer Agreements
Any separate customer agreement between us supersedes this policy to the extent
there is any conflict with the terms and conditions of the customer agreement.
13. GDPR Fees
Any fees charged to process a request made under Regulation (EU) 2016/679, the
European Union’s General Data Protection Regulation (“GDPR”), whether the processing is
voluntary or by legal mandate, are not eligible for a refund.
Portions of this policy are Copyright © 2008-2020 Law Office of Michael E.
Young PLLC and licensed for use by CoolFrames, LLC at CoolFrames.com. All Rights Reserved. No
portion of this policy may be copied or used by anyone without the express written
permission of the respective copyright owner.
