RETURN & REFUND POLICY

AM Alder Miller  •  aldermiller.com

Effective: January 1, 2027  •  Last Updated: January 1, 2027

Section 1. Our Commitment

At AM Alder Miller, we stand behind every pair of glasses we make. This Return & Refund Policy explains exactly what we accept back, what fees apply, and how quickly you will receive your refund. We believe in clear, plain-language policies with no hidden conditions.

This Policy applies to all orders placed at aldermiller.com. By placing an order, you agree to this Policy. If you have questions before ordering, email hello@aldermiller.com — we respond within one business day.

Section 2. At a Glance — The Quick Summary

30-day returns on prescription eyewear with a 30% restocking fee. Free remakes for lab errors. Full refunds on non-prescription and unopened items, no fee.

Situation	Timeframe	Fee	What You Get
Prescription eyewear — you changed your mind	30 days from delivery	30% restocking fee	Refund of your full purchase price minus 30%
Fabrication error (lenses outside ANSI Z80.1-2025 tolerance)	Report within 30 days of delivery	None — completely free	Free remake of your lenses with free return and replacement shipping
Frame defect (manufacturing defect, not wear and tear)	Within 12 months of delivery	None	Replacement frame of equal or lesser value, or store credit
Non-prescription (plano) eyewear or accessories	30 days from delivery	None	Full refund
Unopened, unaltered item (frame only, no lenses)	30 days from delivery	None	Full refund
Damaged by customer (scratches, bent frames, broken arms)	Not eligible	N/A	Not covered

 

Section 3. Prescription Eyewear Returns — 30-Day Window

3A. What We Accept Back

AM Alder Miller accepts returns of prescription eyeglasses and prescription sunglasses within 30 days of the delivery date shown in your shipping confirmation email. Frames must be in original, unworn condition with no scratches, bends, broken arms, or alterations. Original packaging must be included with your return.

We understand that prescription eyewear is personal and the online-only experience means you cannot try frames in person before purchasing. Our 30-day return window is designed to give you enough time to confirm fit, comfort, and optical performance.

3B. The 30% Restocking Fee — Why It Exists

A flat 30% restocking fee applies to all customer-initiated prescription returns, regardless of lens type. This fee is not a penalty — it reflects the actual cost of cutting, coating, edging, and inspecting lenses to your specific prescription, which is a custom manufacturing process that cannot be reversed or resold. Every prescription lens pair is made to order for you.

This fee is non-refundable and is deducted from your refund automatically. You do not pay it separately.

Ordered progressives and the fit isn't right? Before starting a standard return, check Section 7A — if Aldermiller's segment height estimate was used on your order, you may qualify for a free one-time adjustment instead of a return.

What You Paid	Restocking Fee (30%)	Your Refund Amount
Single vision glasses, from $95.00	$28.50	From $66.50
Progressive glasses, from $325.00	$97.50	From $227.50
Single vision sunglasses, from $185.00	$55.50	From $129.50
Progressive sunglasses, from $415.00	$124.50	From $290.50
Premium lens options (hi-index, photochromic, etc.)	30% of total	Total minus 30%
Non-prescription (plano) lenses or accessories	$0.00	Full refund

 

3C. How to Start a Return

To initiate a return, email hello@aldermiller.com with the subject line "Return Request — Order #[your order number]." Include your order number, the reason for the return, and whether you prefer a refund to your original payment method or store credit. We will respond within one business day with a prepaid return shipping label and step-by-step instructions.

Please wait for your return label before shipping — items shipped without a return authorization may experience delays in processing.

3D. Refund Timeline

●      After we receive and inspect your returned item (typically 2–3 business days after arrival), we will process your refund within 1–2 business days.

●      Refunds to credit or debit cards typically appear within 5–7 business days depending on your bank.

●      FSA/HSA card refunds are returned to the same card and may take up to 10 business days depending on your FSA/HSA plan administrator.

●      Store credit is issued instantly upon return approval and never expires.

Section 4. Fabrication Error Guarantee — Free Remake

If your lenses are fabricated outside ANSI Z80.1-2025 tolerances for the prescription values our reviewing optometrist verified and approved, AM Alder Miller will remake your lenses completely free of charge. No restocking fee. No return shipping cost. No replacement shipping cost.

What Qualifies as a Fabrication Error

●      Sphere (SPH) power differs from your prescription by more than ±0.13 diopter (for powers up to ±6.50 D)

●      Cylinder (CYL) power differs by more than ±0.13 diopter (for CYL up to 2.00 D) or ±0.15 diopter (for CYL 2.00–4.50 D)

●      Axis differs by more than ±3° (for CYL ≤0.50 D), ±2° (for CYL 0.50–1.50 D), or ±1° (for CYL >1.50 D)

●      Add power (progressives) differs from your prescription by more than ±0.13 diopter

●      Visible coating defect (bubbles, peeling, delamination) present at delivery

What Does Not Qualify as a Fabrication Error

●      Prescription entry errors: if the values you submitted differ from your actual prescription, a fabrication error claim does not apply. We fabricate exactly what was submitted and verified.

●      Adaptation difficulty: it is normal to take 1–4 weeks to adapt to a new prescription, especially progressive lenses. Adaptation discomfort is not a fabrication error. See Section 7.

●      Segment height, when self-provided: if you provided your own segment height (from a previous provider or an at-home measurement) and it turns out to be off, this is a returns matter under Section 3, not a fabrication error. See Section 7A for the one exception, where Aldermiller's own estimate was used.

 ●      Frame fit: if frames sit crooked, pinch, or slide, this is a fit issue, not a fabrication error. Email hello@aldermiller.com for frame adjustment guidance.

●      Prescription changes: if your vision changed after your order was placed, that is not a fabrication error.

How to Claim a Fabrication Error

Email hello@aldermiller.com with subject "Fabrication Error — Order #[your order number]." Describe the problem. We may ask you to visit a local optical shop for a free lens power verification (a 5-minute service available at most optical retailers). If the verification confirms the lenses are outside ANSI Z80.1-2025 tolerances, we will issue a prepaid return label and begin your remake immediately.

Section 5. Frame Warranty — 12 Months

AM Alder Miller frames carry a 12-month manufacturing defect warranty from the delivery date. Manufacturing defects include: defective hinges that fail under normal use, delaminating frame material, and color finish defects not caused by normal wear. If your frames show a manufacturing defect within 12 months, email hello@aldermiller.com with photos of the defect and your order number. We will replace the frame with the same or equivalent model at no charge, or issue store credit if the frame is discontinued.

The frame warranty does not cover: normal wear and tear, scratches, bent or broken frames from being dropped or sat on, lost or stolen frames, damage from exposure to chemicals (hairspray, sunscreen, cleaning solvents), or damage from improper storage.

Section 6. Non-Prescription and Accessory Returns

Non-prescription (plano) eyewear, accessories, and cases are eligible for a full refund within 30 days of delivery with no restocking fee, provided the item is in original, unworn, unaltered condition with original packaging. Email hello@aldermiller.com with subject "Return Request — Order #[your order number]" to begin.

Section 7. Progressive Lens Adaptation

Progressive lenses (no-line bifocals) require an adaptation period that is normal, expected, and not a defect. Most wearers adapt within 1–2 weeks. Some require up to 4 weeks. Common experiences during adaptation include mild peripheral distortion, a brief "swimming" sensation when moving your head, and the need to point your nose at your target rather than looking sideways.

Adaptation difficulty within the first 4 weeks is not a fabrication error and is not covered by the fabrication error guarantee. If you are still experiencing significant difficulty after 4 weeks, please contact us at hello@aldermiller.com. Our reviewing optometrist will examine your prescription, the lens parameters, and your prescription history to determine whether an adjustment may help.

Tips for faster adaptation: wear your new glasses consistently (do not alternate with your old pair), start in low-distraction environments, and give your brain time to recalibrate. Most adaptation difficulty resolves on its own within the normal timeframe.

7A. Segment Height Adjustments — A Separate, More Specific Policy

If your progressive lenses don't feel right, and the cause may be segment height rather than general adaptation, the fee that applies depends on how your segment height was determined at checkout — described in full in our Frame Size and Segment Height Guide and our Prescription Policy, Section 10:

●      If you provided your own segment height (from a previous provider's record or your own at-home measurement): this is handled under the standard Return Policy in Section 3, including the 30% restocking fee. The measurement reflected information you supplied, not a lab error.

If Aldermiller's formula-based segment height estimate was used (48% of your frame's B-measurement, offered only when no measured number was available to you): we will re-edge your lenses to an adjusted segment height once, at no charge, provided you contact us within 60 days of delivery. Email hello@aldermiller.com with subject “Segment Height Adjustment — Order #[your order number].”

This one-time adjustment is separate from, and does not affect, the Fabrication Error Guarantee in Section 4, which covers lenses fabricated outside ANSI Z80.1-2025 tolerance for the values our reviewing optometrist approved.

Section 8. FSA and HSA Payments — Refund Handling

AM Alder Miller accepts FSA (Flexible Spending Account) and HSA (Health Savings Account) debit cards for prescription eyewear purchases, which qualify as medical expenses under IRS Publication 502.

If you paid with an FSA or HSA card and return a prescription eyewear item, the refund is returned to the same FSA or HSA card. Depending on your plan administrator, FSA/HSA refunds may take up to 10 business days to appear on your card balance. Some FSA plans have year-end use-it-or-lose-it provisions — if you are returning an item near the end of your plan year, contact your FSA administrator before returning to understand how a refund may affect your balance.

The 30% restocking fee is deducted from FSA/HSA refunds the same as any other payment method.

Section 9. Exchanges

AM Alder Miller does not process direct exchanges (swapping one frame for another in a single transaction). To receive a different frame, please initiate a return on your original order (subject to this Policy, including the 30% restocking fee for prescription orders) and place a new order for the frame you prefer. This ensures your new prescription is verified and lenses fabricated correctly for your new frame.

Exception: if you received the wrong frame due to a packing error on our part, email hello@aldermiller.com and we will correct it at no charge, with no restocking fee.

Section 10. Items Not Eligible for Return

●      Prescription eyewear returned after 30 days from delivery

●      Frames returned in worn, scratched, bent, or altered condition

●      Frames returned without original packaging

●      Lenses that have been altered by a third party (re-cut, re-coated, or otherwise modified after delivery)

●      Items marked "Final Sale" at the time of purchase

●      Gift cards

Section 11. Contact Us

We want every AM Alder Miller customer to love their glasses. If something is not right, please tell us before giving up — we have almost always been able to find a solution.

●      Email (fastest): hello@aldermiller.com — subject line: "Return Request" or "Fabrication Error" or "Prescription Change" — Order #[your number]

●      Response time: within one business day, often sooner

●      Business hours: Monday–Friday, 9 AM–5 PM Pacific Time

●      Mail: AM AlderMiller, LLC — 4620 Pacific Avenue, Tacoma, Washington 98408

Washington State consumer protection laws (RCW 19.86) protect your right to honest, clearly disclosed refund policies. If you believe AM Alder Miller has not honored this Policy, you may contact the Washington Attorney General's Consumer Resource Center at atg.wa.gov or call 1-800-551-4636.