Refund policy
We want you to love what you see — both through our lenses and on your face. If something isn't quite right, here's how we'll make it right.
New to glasses? Give your eyes about a week to adjust before deciding on a return. Adapting to a new prescription can take time, and most discomfort fades on its own. If issues persist, reach out to us at support@primeparticle.com — we'll help figure out what's going on.
180-Day Warranty
Every Prime Particle pair is covered by a 180-day warranty from the date of delivery, against manufacturing defects in materials and workmanship.
This warranty does not cover damage from accidents, normal wear and tear, or improper care.
30-Day Returns
You may return eligible glasses (prescription or non-prescription) within 30 days of delivery, provided that:
- The item is unworn or has only been tried on indoors
- All original packaging, tags, and accessories are included
- The item is not marked "Final Sale" or "Non-returnable" on its product page
A 30% restocking fee applies to standard returns. Here's why: because most of our glasses are made to your exact prescription, the lenses are fully custom components that can't be resold or reused. Once a returned pair comes back to us, those lenses can only be scrapped — the restocking fee helps cover that loss. Quality-related returns are exempt from this fee with photo verification.
Refund timing: Refunds are processed to the original payment method (credit card or PayPal) and may take up to 4 weeks to appear on your statement. Original shipping fees are non-refundable.
Rokid AI Glasses — Custom Prescription Lenses
Our prescription lens service for Rokid AI Glasses is made to order. Each lens is cut to the exact prescription you provide, so it can't be restocked or resold — which means these lenses are handled differently from our standard returns.
If we got it wrong — a prescription we entered incorrectly, the wrong lenses, or a manufacturing defect — we'll remake the correct lenses and ship them to you free of charge, with nothing to send back. Just email support@primeparticle.com with your order number (and a photo, if the issue is visible) and we'll take it from there.
If the prescription you submitted was incorrect — for example, the wrong values entered at checkout — we're unable to accept a return or issue a refund. Because each lens is cut to the exact prescription provided, it's a one-off custom item with no resale value: once made, it can only be scrapped. Please double-check your prescription before ordering, and reach out if you'd like a hand.
Shipping for Returns
Return shipping costs are the customer's responsibility, except when:
- We made a mistake (wrong prescription, wrong item, etc.)
- The product arrives damaged or defective
In these cases, we'll send you a prepaid return label and cover all costs.
Please note:
- Do not include receipts, cash, or other personal items in the return package
- Items that arrive damaged or soiled due to customer use cannot be returned
Order Changes & Cancellations
To change or cancel your order, please contact us within 24 hours of purchase. After this window, the following fees apply:
| Order Type | Pre-shipment | Post-shipment |
|---|---|---|
| Frame only | Free | 30% of order |
| Prescription glasses | 10% of order | 30% of order |
| Non-prescription glasses | 10% of order | 30% of order |
If your change involves a higher-priced item, the difference will be charged.
Our Guarantee to You
If we made the mistake — wrong prescription entered, wrong item shipped, defective product — we'll make it right at no cost to you. For standard glasses, that means a prepaid return label and a full refund, no questions asked. For Rokid AI Glasses custom lenses, we'll remake and reship the correct lenses free of charge (see the Rokid section above).
If a product develops a covered defect during the warranty period, we'll replace it with the same item. If the original is out of stock, we'll send a replacement of equal value.
Important Notes
This policy applies only to purchases made directly on global.primeparticle.com. For orders placed on other retail platforms or marketplaces, please refer to that platform's return policy.
Questions? Our customer service team is here to help.
Email: support@primeparticle.com
Thank you for choosing Prime Particle.