Delivery, Returns, Refunds and Exchange Policy
Effective Date: January 1, 2026
Last Updated: February 21, 2026
This policy explains our timelines, delivery expectations, return rights, refund eligibility, and exchange process. Please read carefully. By placing an order with Mint Eyewear, you agree to the terms described below.
1. Delivery Timelines
1.1 Production vs Delivery
All timelines displayed on the website include production time (making your lenses) and delivery time (courier shipment). They are not the same thing:
• Production: Time required to cut, fit, and prepare your lenses + frames.
• Delivery: Time taken by the courier once the order has left our facility.
Processing and delivery timelines vary by lens type, prescription strength, add-ons, and delivery location.
1.2 Non-prescription Lens Timeline
| Lens Type | Lagos | Other States |
|---|---|---|
| Ready to wear glasses | 3-5 business days | 5-7 business days |
| Standard blue-light / anti-glare / photochromic/ LumiLens/combination lenses/plain lenses | 5-7 business days | 7-14 business days |
1.3 Prescription & Complex Lens Timeline
| Lens Type | Lagos | Other States |
|---|---|---|
| Single Vision (Low-High prescription) | 7-10 business days | 10-14 business days |
| Multifocal / Bifocal / Varifocal/Ultra-thin/Special Lenses | 10-14 business days | 14-21 business days |
Add-ons such as photochromic or other coatings can extend production time, however you would be updated at each step.
Delivery times are estimates once the package is handed to the courier and can be affected by:
• Courier performance
• Weather conditions
• Public holidays
• Customer unavailability
Mint Eyewear is not responsible for courier delays after dispatch.
2. Delivery Responsibility
2.1 Delivery Responsibilty
Customers must ensure:
• Correct delivery address is provided.
• Someone is available to receive the order at the provided address.
• Any travel or absence that impacts delivery is communicated before dispatch.
If delivery fails due to customer unavailability:
• Additional delivery charges may apply.
• Mint Eyewear may require a re-delivery fee.
3. Returns and Refunds
3.1 Returns and Refunds
Mint Eyewear makes custom optical products. Refund rights vary based on order status.
3.2 option a — non-refundable once production begins
This is the primary rule unless otherwise agreed in writing.
Prescription lenses and custom products are non-refundable once production begins. Once your order enters production:
• you may not request a full refund
• we may, at our discretion, offer a partial refund depending on circumstances
Refunds will only apply to the portion of the order value not related to:
• custom prescription lenses
• production labour
• non-recoverable costs already incurred
3.3 option b — refundable only before production Begins
If a customer cancels before production begins:
• refunds will be issued (with deductible bank charges/processing fees)
• production begins once payment is confirmed and prescription data is validated
After production begins:
• refund eligibility is subject to option a above
4. return eligibility
4.1 return eligibility
Returns are accepted if:
• incorrect product delivered due to our error, or
• manufacturing defect verified by our lab
Customer must provide:
• order number
• clear photos of issue
• description of discrepancy
Returns are not accepted for:
• change of mind
• minor aesthetic preferences
• prescriptions supplied incorrectly by customer
• courier delays
• order recipient absence
Mint Eyewear reserves the right to refuse returns that do not meet criteria.
5. refund process
5.1 refund process
Refunds will be processed within 5–10 business days of approval.
Refund amounts may be reduced to account for:
• non-refundable lab production costs
• non-recoverable materials
• custom lens work
• courier dispatch costs
All refunds are credited back to the original payment method.
6. Exchanges
6.1 Exchanges
You may request an exchange if:
•The wrong item was sent due to our error (e.g., incorrect frame or lenses)
OR
•A verified manufacturing defect is confirmed
In these exchange situations, we will replace the item at no extra cost, including pick-up and re-delivery.
Exchanges are not allowed for:
• Change of mind
• Prescription preferences (e.g., thickness expectations)
• Cosmetic preferences (e.g., frame colour or style)
• Customer-supplied incorrect prescription
Exchange shipping costs
If an exchange is approved for reasons that are not due to our error (for example, you simply want a different frame or a different product from what was ordered), then:
• The customer is responsible for pick-up and delivery shipping costs
• The original item must be returned first before exchange processing begins
• Exchange will be processed once we receive the return
If the exchange is due to our mistake or a manufacturing defect, no shipping costs will be charged to you.
7. prescription & thickness policy
7.1 prescription & thickness policy
Lens thickness is determined by:
• prescription strength
• lens index selected
• frame size / shape
“Ultra-thin” or “low-index” reduces thickness but does not eliminate it entirely. Results vary.
Customers should consult their optometrist if uncertain about expectations.
8. delivery & travel clause
8.1 delivery & travel clause
If a customer travels or becomes unavailable at the delivery address:
• delivery performance may be impacted
• requests for refunds on this basis are reviewed under the refund policy
• Mint Eyewear is not liable for delays caused by customer absence
9. delivery & travel clause
9.1 delivery & travel clause
If a customer travels or becomes unavailable at the delivery address:
• delivery performance may be impacted
• requests for refunds on this basis are reviewed under the refund policy
• Mint Eyewear is not liable for delays caused by customer absence
10. payment & chargeback policy
10.1 payment & chargeback policy
Any dispute, chargeback, or reversal must be handled through proper channels. Mint Eyewear reserves the right to provide all order documentation in the event of a payment dispute.
Chargebacks without authorization or that bypass this policy may result in account restrictions.
11. abusive & fraudulent claims
11.1 abusive & fraudulent claims
Mint Eyewear reserves the right to refuse service and / or refunds if:
• claims are abusive, threatening, or fraudulent
• communications are hostile or abusive
• false allegations are made
This policy forms part of the terms & conditions governing purchase and sale transactions between the customer and Mint Eyewear.
Mint Eyewear reserves the right to amend this policy at any time.