Frequently asked questions
Product Warranty and Services
What is LUVC's brands warranty?
What is covered by WARRANTY? (examples)
- Missing parts
- Damaged/Defective Products upon arrival
- Manufacture Defect
All Warranty claims are subject to a case by case evaluation
What is not covered by WARRANTY? (examples)
- Any damages caused by accident, abuse, neglect, shock, improper use or storage of product
- Damages caused by chemicals
- Loss of the products
- Normal wear and tear
All Warranty claims are subject to a case by case evaluation.
What is the duration of the limited WARRANTY?
365-day manufacturer warranty from the original purchase date. This date should be confirmed by a proof of purchase of your product, and/or the warranty certificate (when available), duly filled in.
What are the solutions available if found the product to be defective?
If found the product has manufacturing defect, the frame or corresponding defective part will be replaced or repaired.
Become a Retailer
HOW TO BECOME A LUVC RETAILER?
We welcome ophthalmologists, optometrists, eyewear professionals who would like to become official retailers of our brands.
What if the product that I am looking for is not available or out of stock?
If the product that you are looking for is not available or have any questions about the product you have seen, please CONTACT your sales reps or our customer service.
How can I purchase spare parts?
Contact your sales reps in your area, he will be able to assist you and if needed, order the necessary spare parts for you.
Returns and Exchanges
What is your return policy?
All Products purchased from LUVC may be returned within 30 days of the delivery date, provided you retain all packing materials, the product is in 100% resalable condition, and you have your original proof of purchase.
Shipping cost will be deducted from refund.
- Items returned without an approved RMA number will be refused and returned to sender.
- Proof of purchase is needed for return.
- Returned items must be boxed and shipped in a manner so as not to be damaged in transit. Damage to boxes or product due to packaging will result in a re-box charge or loss of credit for that product.
If I need to return an item, do I have to pay the postage?
Yes, you are responsible for postage back to our warehouse.
What happens once my item is returned?
As soon as we receive your order we'll review the reason for return and let you know what we plan to do next.You will either receive an email to notify you of any action taken or our Customer Service will contact you directly.
When will I receive my refund?
Your refund should be returned to your account within 5 business days and we'll send you an email to let you know it's on its way.
If you don't receive your refund and it's been 10 working days since you received our email or confirmation by our sales reps, please CONTACT US.
Can I exchange the product?
You may exchange an item if it is unused, unworn and unopen. For detailed information, please contact your sales rep.
Can you do dropship?
Yes, we agrees to drop ship orders to retailer's customers at retailer's request. Drop shipped orders will be sent without invoice.
How much does it cost for Drop ship Fee?
We drop ships to Retailer's customers with no additional drop ship fees (except for our standard shipping fee unless otherwise uses retailer’s carrier account).