Returns & Remakes

Standard Purchases

We accept eligible returns within 14 days of receiving your order.

To be eligible for a return, your item must be in the same condition in which it was received, unworn or unused, and in its original packaging. Proof of purchase may also be required.

To request a return, please contact us at programsandeyewear@keralink.org. Items returned without first contacting our team may not be accepted.

If your return is approved, we will provide instructions for returning your order.

Voucher-Funded Eyewear

Eyewear received through a KeraLink voucher program is provided as a one-time gift of eyewear and is not eligible for returns, refunds, exchanges, or replacement based on style, fit preference, loss, or normal wear and tear.

We understand that occasionally an issue may occur with an order. KeraLink may provide a remake when:

• The glasses arrive damaged or defective.
• The glasses were manufactured using an incorrect prescription due to an error in the ordering or fulfillment process.
• The incorrect frame, lenses, or other product was sent.

Requests for a remake should be submitted as soon as possible after receiving the glasses. KeraLink may request photographs, prescription documentation, or other information needed to review the issue.

Voucher-funded remakes are reviewed on a case-by-case basis. A voucher does not provide an ongoing replacement benefit and cannot be reused for lost, broken, or unwanted eyewear after the original order has been successfully fulfilled.

Damages or Order Issues

Please inspect your order when it arrives. If your glasses are damaged, defective, or you receive an incorrect item, contact us promptly at programsandeyewear@keralink.org so we can review the issue and work to make it right.

Prescription Concerns

If you believe your glasses were made with an incorrect prescription, please contact us at programsandeyewear@keralink.org.

We may ask for a copy of the prescription used to place the order or confirmation from your eye-care provider before authorizing a remake.

Please note that KeraLink cannot guarantee or independently verify prescriptions provided by patients or eye-care providers. Remakes related to a change in prescription after an order has been placed may not be covered.

Exchanges

For standard paid purchases, please contact us if you would like to request an exchange. Eligibility will depend on the condition of the eyewear and the circumstances of the request.

Voucher-funded eyewear is not eligible for exchanges based on frame style, color, size preference, or other personal preferences.

Refunds

If a refund for an eligible paid purchase is approved, it will be issued to the original payment method. Processing times may vary depending on your bank or credit card provider.

Voucher-funded orders have no cash value and are not eligible for refunds or store credit.

For questions regarding a return, remake, or eyewear order, please contact:
programsandeyewear@keralink.org