Wholesale & B2B returns
How a wholesale account, optical practice, or retail partner handles a defective Lucyd frame, a short shipment, or a warranty claim.
This page is for accounts that buy Lucyd frames to resell — optical practices, safety distributors, retail partners, and wholesale buyers. If you bought a pair for yourself, see Returns & refunds instead.
If a frame is defective
You do not send it back, and there is no RMA number for you to chase. We raise that on our side.
Send us four things:
- SKU and quantity, for example 1 × LCD008-30
- The serial number, printed inside the right temple
- A line or two on what went wrong
- Your invoice or PO number, if it’s handy (optional, it just helps us apply the credit faster)
Email wholesale@lucyd.co, or use the wholesale claim form. Both land in the same queue.
A photo or short video is welcome and helps our product team track failure patterns, but it will never hold up your claim.
We reply within one business day with the resolution: a credit memo against your account, or a replacement frame shipped at our cost.
What happens to the defective frame
It stays with you. Render it unusable and dispose of it through your local electronics recycling, in line with lithium battery disposal rules. A frame that has been credited or replaced shouldn’t be resold, donated, or passed on.
If our engineering team needs to examine a particular failure, we’ll ask for that unit by serial number, send you the label, and cover the freight. You’re never asked to pay to return a defective frame.
Larger claims
For five units or more, or a repeat claim on the same SKU, include serial numbers for every unit and a short video of one failure. It’s the same process, we just need enough to feed it back to QC properly.
How long the warranty runs
One year from the retail sale to your customer, and in no case more than 18 months from the date we delivered the frame to you.
That means a frame sitting in your stock isn’t burning its warranty, and your customer still gets a full year from the day they buy it.
Where the credit goes
Your choice, tell us in the same email:
- Against a named open invoice. Name it and we take the credit off it.
- On the account. It sits there and comes off whatever you order next.
- Against a new order. Send the order with the request and we apply it straight to it.
Prescription lenses
If your own lab cuts and fits the prescription, the split is the industry standard one:
| We cover | You cover |
|---|---|
| Frame, electronics, audio, Bluetooth, battery, hinges, structural defects, photochromic plano lenses | Rx accuracy, lens cut, lab-applied coatings, edge polish, and any fit problem created during installation |
Short, wrong, or missing shipments
Not a warranty claim, and faster to fix. Tell us within 21 days of shipment and we’ll trace it with the carrier. If a shipment is confirmed lost, we reship at no cost.
Changing your order or your mix
Ordering too much, or wanting to rebalance what you carry, is a commercial conversation with your account manager rather than a returns process. Talk to your rep.
Optical practices
If you’re a clinic or practice claiming on behalf of a patient, the same process applies and there’s more detail on the dedicated page.
→ Warranty for partner optical clinics
The full policy
→ USA Wholesale Warranty Policy — the complete terms, coverage, and exclusions.
Canada and international partners operate under their own market terms. Contact your account manager for the documentation that applies to your region. The defect remedy on this page applies to every frame we sell, in every market.
Quick links: Warranty · Partner clinics · Contact support