returns & warranty

Last updated: June 9, 2026

We want you to keep your basn5 glasses because you love them, not because returning them is hard. Here is exactly how returns, refunds, and our warranty work. To start a return or warranty claim, use the form at the bottom of this page or email help@basn5.com with your order number.

The short version

  • Non-prescription orders: returnable within 14 days of delivery, with a $30 per pair restocking fee. We send you a prepaid return label (US).
  • Prescription lenses are custom-made for your eyes and are not refundable — which is exactly why we offer a home try-on before your lenses are made.
  • Frames from a prescription order are still returnable and refundable, minus the $30 per pair restocking fee.
  • Every pair carries a one-year warranty against manufacturer defects.
  • If we got something wrong — a defect, our error, or damage in transit — none of the fees apply. We fix it at no cost to you.

Non-prescription orders

You may return a non-prescription order within 14 days of the day it is delivered. A $30 per pair restocking fee is deducted from your refund. For US orders, we email you a prepaid return shipping label. Glasses should come back in the condition you received them, in their original case, showing no more wear than trying them on at home.

Prescription orders

Prescription lenses are made to order for your exact prescription and cannot be resold, so they are not refundable. This is why we offer the home try-on below — so you can be sure about the frames before we make your lenses.

The frames in a prescription order are still returnable: return the glasses within 14 days of delivery and we will refund the frame portion of your order, minus the $30 per pair restocking fee. The lens portion is not refunded.

Home try-on

Not sure about the fit? Choose home try-on at checkout on any prescription order. We ship your frames fitted with non-prescription lenses, along with a prepaid return label. Wear them, check the fit, and ship them back — we then make and install your prescription lenses and send the finished glasses to you. If you decide not to proceed after the try-on, we refund your order minus the $30 per pair restocking fee. For progressive lenses, the try-on is also how you can get an accurate segment height measured.

How to start a return

  1. Use the form at the bottom of this page (or email help@basn5.com) with your order number and the reason for the return.
  2. We confirm the return and email you a prepaid return label (US orders).
  3. Ship the glasses back within the return window, in their original case.
  4. Once we receive and inspect the return, your refund — minus the $30 per pair restocking fee — is issued to your original payment method. Refunds typically appear within 5–10 business days of our receiving the return, depending on your bank.

International orders

The same 14-day window and $30 per pair restocking fee apply. Prepaid labels are available for US addresses only; international customers are responsible for return shipping and should use a tracked service — we can only refund returns that reach us. Original shipping charges, duties, and taxes are not refundable.

Exchanges

Want a different frame or color? Start a return as above and place a new order whenever you like — the return is processed under the policy above. If something is wrong with your glasses because of us, see the next section instead: that is never treated as an exchange, and no fees apply.

One-year warranty

Every pair of basn5 glasses is covered for one year from delivery against manufacturer defects — things like faulty hinges, frame defects, or lens-coating flaws that appear under normal use. If your pair has a defect, contact us with your order number and a photo of the issue. If the claim is approved, we will repair or replace the glasses at our option, at no cost to you — including return shipping.

Registering your basn5 glasses on our register & care page is not required for coverage — your order number is your proof of purchase — but it keeps your details on file so claims move faster, and it unlocks 15% off replacement lenses.

The warranty does not cover normal wear and tear, scratched lenses from everyday use, damage from accidents, drops, or improper care, modifications or repairs by anyone else, or loss or theft.

Our mistakes are on us

If your order arrives damaged, defective, or different from what you ordered — including prescription lenses that don’t match the prescription you submitted — contact us within 14 days of delivery. We will remake, replace, or refund it at no cost to you. No restocking fee, no shipping charges.

Questions

Anything unclear, or a situation that doesn’t fit neatly into the above? Email help@basn5.com — a real person will sort it out with you.

start a return or warranty claim