Refund policy

Tajima Direct replaces the lenses in your existing frames; basn5 is our in-house sunglasses brand. Choose the tab that matches your order.

Tajima Direct — Lens Replacement
basn5 Sunglasses

Tajima Direct replaces the lenses in the frames you already own. Here is how returns and our warranty work for lens-replacement orders.

100% satisfaction guaranteed

We want to ensure that you are happy with your new Tajima lenses. We’re confident that you will be. Thus, we’re pleased to offer a 100% satisfaction guarantee, where if you’re not loving the new lenses, you can send them back within 30 days of receipt for a full refund*.

For vision or comfort concerns specifically — such as adjusting to a new prescription or wearing progressives for the first time — we ask that you first give your lenses a short adaptation period and let our team help you troubleshoot, as this resolves the large majority of issues (see below). Your 30-day guarantee still stands if it doesn’t.

*If a cancellation is requested after frames have been shipped to us, a $15 shipping and handling fee will be deducted from the refund.
*If lenses are sent back damaged, they are not eligible for a full refund.
*Prescription lenses: if incorrect Rx information is provided, lenses will not be returnable for a full refund. However, we will remake them with the correct Rx, at 50% off list price.
*If prescription lenses are on power, made correctly to what was ordered, but the customer changes their mind on the prescription type, materials, or technology used after the lenses have already been made (ordered Single Vision, now wants Progressive, or vice versa, or a material or technology such as DET), we will remake the lenses with your stated change, at 50% off the list or quoted price.
*If everything works well and is made correctly to what was ordered, but the customer changes their mind on lens color from what was ordered, Tajima Direct will remake new lenses in the new desired color, charging 50% off the list price.

If you have any questions on submitting your prescription information, lens type to order such as Single Vision or Progressive, which lens color to choose, or what is right for you, please reach out to us on our live chat or email help@tajima-direct.com. Our eyewear experts are here to help answer any questions as well as provide our knowledge and advice so you can feel confident in your order.

Adapting to your new lenses

Prescription eyewear — progressives in particular — usually takes a little time to get used to. It’s completely normal for new lenses to feel “off” at first, especially when your prescription has changed or you’re wearing a progressive for the first time, as your eyes and brain adjust to seeing through them. We ask that you wear your new lenses consistently for at least two weeks before requesting a return or refund for a vision or comfort concern. The large majority of adjustment issues settle during this period.

Working with us to make it right

Custom prescription eyewear, especially progressives, isn’t always a straightforward process, and dialing it in can take a little collaboration — our adaptation guidance and troubleshooting resolve roughly 95% of issues. If something isn’t right, we’ll work closely with you, including a consultation with our technical Rx experts and, where a prescription issue is suspected, a recheck with your prescribing eye doctor (which is standard for a first pair made with a new prescription). If you’d prefer not to take part in that process, we’re unable to diagnose or resolve the issue and can’t accept a return or refund on that basis.

Warranty

All lenses carry a 1-year warranty against any manufacturer defects.

Working with used frames

We understand that many customers send in frames they’ve worn and loved for years. We handle every pair with the utmost care and attention. However, used frames can sometimes have underlying wear or stress — even when not visible — that may lead to breakage during disassembly, installation, or adjustment.

Because of this:

  • Tajima Direct is not responsible for any damage that occurs to used or customer-supplied frames or original lenses during the lens-replacement process.
  • If we identify structural concerns or elevated risk while handling your frame, we will do our best to notify you before proceeding.
  • Our team takes every precaution to safeguard your eyewear, but certain materials and aging components may already be close to failing.

By sending in used frames, you acknowledge and accept this risk of potential damage.

basn5 is our in-house sunglasses brand. Here is how returns, refunds, and the warranty work for basn5 sunglasses. To start a return or warranty claim, email help@tajima-direct.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. Email help@tajima-direct.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 the 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@tajima-direct.com — a real person will sort it out with you.