PRODUCT WARRANTY AND AFTER-SALES SERVICE

Complimentary 15-Day Exchange

OPHTUS offers a 15-day exchange from the date you receive your glasses.

Preference exchanges require the glasses to be returned in perfect, unworn condition with all original packaging. Prescription changes are not eligible for exchange, as prescription lenses are made to your individual order. Please review our defective product criteria here.

We cover the return shipping at no cost to you, through Thailand Post Return Labels, please contact our admin here.

Price Difference Policy

  • When the replacement item is of higher value, you may pay the difference to upgrade.
  • When the new item is of lower value, the price difference will not be refunded.

Exchange Conditions

Exchanges are limited to one per order. Items must be returned in full, including the frame, lenses, case, and any included accessories. We reserve the right to decline an exchange when items are missing, or when the product shows signs of use and is no longer in its original condition.

Complimentary 30-Day Exchange (Prescription Lens)

Some prescriptions take time to adjust to, and a small number of wearers find they cannot adapt at all — for example with progressive lenses, or as the eyes adjust to a change in prescription, which can bring on lingering dizziness or headaches. Should this happen, we offer one complimentary lens exchange within 30 days of receipt.

To arrange it, visit our Siam Square store for a prescription check, or send us your updated prescription. We will remake your lenses to the updated prescription in the same lens design, fitted to your existing frame, at no charge. This applies once per pair of glasses. Should you prefer a more expensive lens, the difference in price applies.

This covers difficulty adapting to a correctly made prescription. If your lenses were made differently from the prescription you provided, that is a manufacturing defect and is covered under our lens warranty.

Frame Warranty & Lifetime Repair

Lifetime Complimentary Repair

We provide complimentary repair service for the lifetime of your frame when issues arise from regular use.

Replacement parts are available while the model is in production and for 24 months after a model is discontinued. After this period, repair availability depends on remaining stock.

Repairs are carried out using standard tools and do not include replacement parts. Please refer to the parts replacement program below.

Customers may visit our Siam Square store for in-person repair service, or send their item to our workshop by mail.

One-Time Complimentary Parts Replacement

In addition to lifetime complimentary repair, we provide a one-time complimentary parts replacement within one year of receipt, when frame parts are found to be defective.

The frame repair and parts replacement warranty does not cover:

  • Lost products, or damage caused by misuse or negligent handling.
  • Wear and deterioration from regular use over time.
  • Damage caused by improper storage, such as exposure to high temperatures or high humidity.
  • Products noted with prior warranty exclusions at the time of purchase.

1-Year Lens Warranty

We replace lenses at no cost when defects arise within one year of receipt and are not caused by use — including lens deterioration, coating peeling, or surface melting.

Customers may visit our Siam Square store for prescription verification and lens inspection, or send their item to our workshop by mail.

The lens warranty does not cover:

  • Lost or missing products.
  • Scratches caused by misuse, testing, or negligent handling.
  • Damage from chemicals that affect the lens material or coating.
  • Damage caused by improper storage, such as exposure to high temperatures or high humidity.
  • Products noted with prior warranty exclusions at the time of purchase.

Resolution Process

When a product is found to be defective within the warranty period, we will replace it with the same item at no cost. When the same item is no longer available, we will offer an equivalent replacement or refund. Exchange is our standard policy; refunds are considered case-by-case for defective products that cannot be resolved through exchange.

Warranty Validation

All warranty claims require your order number and the email or phone number used at purchase. Our warranty applies only to products purchased through ophtus.com, our Siam Square store, or authorized retailers including Shopee, Lazada, and TikTok Shop.

Return Shipping & Replacements

We provide up to three complimentary Thailand Post return labels per order, applicable across all warranty and exchange claims related to that order. Additional return shipping is at the customer's cost.

Warranty Registration

We encourage all customers to register their warranty by adding our OPHTUS LINE Official Account (@ophtus). This ensures we can support you efficiently with claims, updates, and future service.

Customers who purchase through Shopee, Lazada, or TikTok Shop should contact our LINE Official Account (@ophtus) to file warranty claims, as marketplace channels do not share customer order details with us. Please provide your order number when contacting us, and our team will retrieve your order information directly.

AFTER-SALES SUPPORT

Trade-In Discount

— 30% off a new frame

When your frame is found to be defective within the warranty period, you may opt for a 30% discount on any new OPHTUS frame in place of repair or same-model replacement. The original frame must be returned to our workshop as part of the trade-in. This option is available once per pair of glasses.

Warranty coverage takes priority. The Trade-In Discount applies as an alternative resolution within the warranty period, offering additional flexibility for customers who would prefer a new model.

This warranty is provided in addition to your statutory rights as a consumer under Thai law.