Return & Refund Policy

Effective Date: [08/08/2023]

At Specic Optical, your satisfaction is our top priority. We stand behind the quality of our AI-powered smart glasses, prescription eyewear, and custom optical solutions. This Return & Refund Policy outlines the terms for returning or exchanging products purchased through our official website (specic.com), ensuring clarity, fairness, and a seamless experience for all customers.

1. Eligibility & Return Periods

1.1 Standard Return Period

All non-custom products (e.g., standard-prescription AI smart glasses, non-personalized frames, stock AI function models) are eligible for return within 45 days of delivery. Products must be unused, in their original packaging (including accessories, manuals, and certification cards), and in resalable condition (no scratches, damages, or signs of wear).
All custom products are non-refundable and non-exchangeable, including:
- Prescription eyewear with personalized lens parameters (sphere, cylinder, axis, prism, or add power).
- AI-powered smart glasses with custom features (e.g., tailored navigation, voice assistant wake words, personalized fit adjustments).
- Frames with custom engravings, color modifications, or size customizations.

1.2 Holiday Extended Return Period

To accommodate seasonal shopping, we offer extended return windows for orders placed during peak holiday periods:

Orders placed between October 30 – November 9: 60-day return period.
Orders placed between November 10 – November 20: 50-day return period.
Orders placed on or after November 21: Standard 45-day return period.

1.3 Special Cases (Qualifying for Returns/Exchanges)

Custom products may be eligible for exchange or remake only if:

Prescription lenses have a power error exceeding ±0.25D (verified by our optical team).
AI smart glass components (e.g., voice assistant, navigation, sensors) are defective within 7 days of delivery (supported by a functional test video).
Products arrive damaged or defective (reported within 48 hours of delivery with photos/videos as evidence).

2. Return Methods & Procedures

2.1 Online Returns (Mail-in)

Visit Specic Optical’s My Orders page (specicoptical.com/my-orders) and enter your order number + email address (or Apple ID for Apple Pay purchases).
Select the item(s) to return, specify the reason, and upload supporting evidence (if applicable: photos of defects, prescription error verification).
Download the pre-paid return label and Return Authorization (RA) form.
Pack the item(s) securely in the original packaging, include the RA form, and attach the return label (cover any previous shipping labels).
Ship the package via the designated carrier (tracking information will be provided upon label generation).

2.2 In-Store Returns (Partner Locations)

Non-custom products can be returned to authorized Specic Optical partner stores (e.g., optical clinics, lens processing facilities) for immediate refunds.
Bring your original order confirmation email, product, and packaging to the store. Our partner staff will process the return and issue a refund on-site.
Custom products (eligible for remake/exchange per Section 1.3) can be dropped off at partner stores for inspection and processing.

2.3 Premium Return Service (High-Value Items)

For AI-powered smart glasses with a unit price ≥ $300, we offer free door-to-door pickup (available in China). To request this service:

Contact our customer support team (support@specicoptical.com) with your order number and return reason.
Our team will schedule a pickup with a trusted logistics partner (e.g., DHL, FedEx) within 2 business days.
Ensure the product is packed securely; the carrier will provide a receipt for tracking and insurance coverage.

3. Refunds & Exchanges

3.1 Refund Processing

Refunds will be issued to the original payment method within 5 business days of receiving and inspecting the returned item.
Full refund amount includes the product price and standard shipping fees (excludes expedited shipping or custom fees for international orders).
Retail delivery fees (e.g., Colorado state-mandated fees) are non-refundable per local regulations.

3.2 Exchange Processing

Eligible exchanges (e.g., defective AI components, prescription errors) will be processed within 7 business days of receiving the returned item.
A replacement product will be shipped via standard delivery at no additional cost.
For urgent needs, expedited shipping can be requested at no extra charge (contact customer support for assistance).

4. International & Cross-Border Returns

International orders (outside the China) are eligible for return within 30 days of delivery.
Customers are responsible for return shipping costs; we provide a $20 shipping subsidy coupon for future purchases.
We recommend using a trackable shipping service and purchasing insurance (Specic Optical is not liable for lost or damaged international returns).
Customs duties and taxes are non-refundable (check local regulations for return eligibility).

5. Important Notes

Returns without a valid RA form or pre-paid label will be rejected.
Products returned after the eligible period will not be processed and may be returned to the customer at their expense.
Specic Optical reserves the right to verify product condition and deny returns that do not meet the eligibility criteria.
For prescription-related issues, our optical team will review your prescription and lens parameters to determine if a remake or refund is applicable.

6. Contact Us

If you have questions about our return policy or need assistance with a return, please contact our customer support team:

Email: support@specic.com
Phone: +86 (156) 2656-9009 (available 9 AM – 6 PM EST, Mon-Fri)
Live Chat: Available on specic.com during business hours

By purchasing from Specic Optical, you agree to the terms outlined in this Return & Refund Policy. We reserve the right to update this policy periodically; changes will be posted on our website with a revised effective date.