Refund policy
JamJam Lens wants you to understand your options before and after purchasing eyewear. This policy explains our current return, exchange, refund, order-change, cancellation, and quality-warranty process.
1. 30-day return and exchange window
Eligible products may be returned or exchanged within 30 days after delivery. Requests submitted after the 30-day window are not eligible for a non-quality return or exchange. Each order is eligible for one return or exchange request.
Before sending anything back, email support@jamjamlens.com with your order number, the reason for the request, and clear photographs or video when the item is damaged, incorrect, or defective. Wait for return authorization and instructions.
2. Return condition
Returned products must be in their original condition and include the glasses, case, accessories, and original protective packaging. Package the item securely. We may reduce or deny a refund when an item is missing, materially damaged after delivery, altered, or returned in a condition that prevents inspection, except where prohibited by law.
Use a trackable shipping method and keep the tracking number. Do not include products or personal items that were not part of the JamJam Lens order.
3. Frame-only orders
- For an order containing one or two frames without customized lenses, eligible frame prices may be refunded. Original outbound shipping charges are not refundable.
- For a frame-only order containing more than two frames, original outbound shipping attributable to the first frame is not refundable, and a shipping amount of $4.99 for each additional frame beginning with the second frame may be deducted from the refund.
- For a frame-only order containing more than two rimless frames, the non-quality refund is limited to 50% of the eligible product amount. Any applicable original outbound shipping deduction also applies.
4. Customized prescription or made-to-order lenses
Customized lenses are manufactured to the prescription and selections submitted with the order and normally cannot be resold. For a non-quality return, the refund is calculated from the amount paid after deducting 50% of the original customized lens price and any non-refundable original outbound shipping charge. Customized glasses are not eligible for replacement solely because of a change of mind.
If we verify a manufacturing, processing, or fulfillment error, we will remake the affected glasses at no additional charge or issue a full refund for the affected product to the original payment method. This section does not limit rights or remedies that cannot legally be limited.
5. Quality issues and 365-day warranty
All JamJam Lens frames, including rimless glasses, include a 365-day warranty from the delivery date for verified defects in materials and workmanship. The warranty does not cover accidental damage, loss, misuse, neglect, improper maintenance, unauthorized modification, prescription changes, normal wear, or damage to delicate rimless frames caused by impact, bending, crushing, or improper adjustment. See our Warranty Information for details.
6. Order changes and cancellation requests
Email us as soon as possible and within 24 hours after placing the order if you need to request a change or cancellation. We cannot guarantee a change or cancellation after customization or fulfillment begins.
- Before customization: approved changes or cancellations are free, except for any price difference caused by a requested product change.
- During customization: an approved change or cancellation may incur a charge equal to 10% of the order amount.
- After shipment: an approved cancellation or return request may incur a charge equal to 50% of the order amount, subject to applicable law and the other return terms in this policy.
7. Return shipping costs
For a customer-requested non-quality return, the customer is responsible for the return method and return shipping cost. If JamJam Lens verifies that the delivered item was damaged, incorrect, or affected by our manufacturing or processing error, the customer will not be responsible for the approved return shipping cost.
8. Authorized return warehouse
Return warehouse: 6901 K Ave, Suite 103, Plano, TX 75074, United States.
This is a return-processing warehouse, not the business address of E2E Investments LLC. Do not send an item to this address until support has approved the return and confirmed the instructions. Do not use the sender address printed on the original parcel unless support specifically authorizes it.
9. Inspection and refunds
After an authorized return is received, we will inspect it and notify you of the result. Approved refunds are issued to the original payment method. After issuance, allow approximately 3-5 business days for the payment provider to post the refund. Bank, card-network, weekend, and holiday processing times may affect when funds appear.
Original outbound shipping charges, return shipping costs, and the deductions expressly described above are not refundable for a non-quality return unless required by law.
10. Contact us
Email: support@jamjamlens.com
Phone: +1 855-202-0123
Support hours: 9:00 a.m.-5:00 p.m. Eastern Time
Business operator: E2E Investments LLC, doing business as JamJam Lens
Business address: 6124 Hickory Tree Tr., Bloomfield Hills, MI 48301, United States