Return Policy
At PantoGlasses, we are committed to delivering quality eyewear and a professional customer experience.
Because many of our products are individually manufactured according to customer specifications, our policy distinguishes between non-custom products and custom-made prescription eyewear.
Please read the information below carefully.
Fair & Transparent
Clear information about returns and your rights.
Quality Guaranteed
We assist with adjustments, replacements or remakes.
Here to Help
Our customer service is always ready to support you.
Secure & Trusted
Your satisfaction and trust are our top priority.
1. Non-Custom Products
Non-custom products may include frames without prescription lenses, stock sunglasses, accessories, and other non-personalized items. Eligible non-custom products may be returned in accordance with applicable consumer legislation.
Eligibility
- Unused and in original condition
- Returned in original packaging
- Return request within 14 days of delivery
- Return shipping costs may be the responsibility of the customer unless otherwise required by law.
- Refunds are processed using the original payment method.
2. Custom-Made Prescription Products
Custom-made products include prescription glasses, prescription sunglasses, made-to-order lenses, custom lens combinations, and individually configured eyewear. These products are manufactured specifically according to your prescription and selections. In accordance with the Norwegian Angrerettloven and the EU Consumer Rights Directive (2011/83/EU), custom-made products are generally not eligible for cancellation, return, or refund once production has started.
If there is any issue relating to:
- Prescription accuracy according to the customer’s order
- Manufacturing quality
- Defects or production errors
- Damage during delivery
Please contact us and we will review the matter and assist with adjustment, correction, replacement or remake where appropriate.
3. Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after delivery. To help us review the matter efficiently, please include your order number, a description of the issue and relevant photos where applicable. We may request additional information in order to evaluate the case and provide the most appropriate solution.
Please act quickly
Reporting within 7 days of delivery helps us resolve the issue faster.
4. Order Changes & Cancellation
Many custom-made products enter production shortly after order confirmation. For this reason, changes or cancellations may not always be possible once production has started. If you require assistance regarding an order, please contact us immediately and we will do our best to assist.
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Frequently Asked Questions
Can I return prescription glasses?
Prescription glasses and other custom-made eyewear products are generally not eligible for return or refund once production has started, as they are produced specifically according to customer specifications.
However, if there is an issue relating to manufacturing, or product quality, we will review the matter and assist where appropriate.
Can I return non-custom products?
Eligible non-custom products may be returned in accordance with our Returns Policy and applicable consumer legislation, provided the products are unused and returned in original condition.
What if my glasses arrive damaged or incorrect?
Who pays for return shipping?
For standard non-custom returns, return shipping costs may be the responsibility of the customer unless otherwise agreed or required by law.
If the issue relates to damage, manufacturing defects, or an error on our side, we will of course review the matter appropriately.
Can I change or cancel my order?
Many custom-made products enter production shortly after order confirmation.
For this reason, changes or cancellations may not always be possible once production has started.
If you require assistance regarding an order, please contact us immediately and we will do our best to assist.
How do I contact support regarding an order?
Please use the Support & Return Request form below and include your order number together with full details of the issue.
Support & Return Request
Complete the form and our team will review your request as soon as possible.
Contact PantoGlasses
Prefer to reach us directly? Use any of the details below.
Response time
PantoGlasses AS — please include your order number when contacting support.
Consumer Rights
Nothing in this policy limits any mandatory rights that may apply under applicable consumer protection legislation.
Applicable Law
This policy is intended to comply with the Norwegian Angrerettloven and the EU Consumer Rights Directive 2011/83/EU.
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