Support / Warranty

VR Prescription Lens Warranty & Issue Review

Use this page for a concern about a Fovevia prescription lens insert, plano lens product or related order. It is not a manufacturer warranty for a headset, smart glasses, frame or another company’s device.

Before you contact us

Keep the order reference and product name.
Identify the exact device model and variant.
Preserve the product, parcel, labels and photos.

Issue routes

Find the route that best matches what happened.

Choose the closest starting point. Support can review the cause and responsibility from the evidence.

Order or manufacture mismatch

The product appears different from the confirmed order.

Your next step: Keep it unchanged. Send Support the order reference and clear product photos.
What Fovevia checks: The stored device, prescription and configuration against the item received.
What affects the route: The difference must be verified before a route is determined.

Arrival or transit condition

Damage, deformation or missing contents were noticed on opening.

Your next step: Keep the product, parcel, labels and packaging. Photograph them before discarding anything.
What Fovevia checks: Product and delivery evidence, including when the condition appeared.
What affects the route: Wait for written handling instructions before returning the item or assigning a cause.

Customer device or prescription input

The wrong device, variant or prescription information may have been entered.

Your next step: Identify the field that may differ. Do not post prescription values in a general message.
What Fovevia checks: Fovevia compares the confirmed order facts and identifies whether more information is needed.
What affects the route: A product matching confirmed input is not automatically a manufacturing issue.

Use, care or alteration

The concern followed impact, forced installation, cleaning, modification or wear.

Your next step: Stop repair, reshaping or testing. Describe the event, setup and care method.
What Fovevia checks: Product condition, installation, accessories, care and the event sequence.
What affects the route: Use-related conditions differ from a condition present on arrival.

Fit or viewing concern

The product fits, but clearance, comfort or the viewing experience is not as expected.

Your next step: Pause use if surfaces may touch. Share the exact device, interface, spacer and fit.
What Fovevia checks: The product profile, complete setup and relevant order records.
What affects the route: This review records facts; it does not diagnose a medical or optical cause.

What to prepare

Build one useful evidence set.

Legible evidence helps Support compare the product, order and setup without assigning fault first.

Order and exact device

Order reference and Fovevia product name.
Device model, generation, variant or frame size.
A label photo when it confirms the model.

Product and packaging

Clear photos of the full product and the area of concern.
Fit photos showing the setup without force.
Parcel, label and packaging photos for arrival concerns.

Sequence and private prescription evidence

A short timeline of the observation and preceding event.
Relevant impact, cleaning, alteration or accessory details.
Do not include prescription values in a general message; wait for Support’s instructions.

How review works

A factual record comes before a decision.

Support uses the record to identify the right route and any missing information.

Identify the order, product and exact device.

Start with the order reference and full device identity, including its variant.

Describe the observation and sequence.

State what you noticed, when it appeared and what happened just before it.

Preserve the product and evidence.

Keep the item, packaging and labels. Do not alter or return them before written instructions.

Receive the next route in writing.

Support can explain what must be verified and which policy route applies.

Related policies

Choose the page that matches your question.

Warranty review, returns, refunds, shipping and delivery are handled on their dedicated pages.

Warranty & issue review

Use this page to organize evidence about a Fovevia lens product, order or delivery concern.

You are here

Returns & Refunds

Use the dedicated page for return, cancellation, refund and handling information.

Read Returns & Refunds

Shipping & Delivery

Use the delivery page for production, transit, address, parcel and status guidance.

Read Shipping & Delivery

Warranty FAQ

Common questions before contacting Support.

Use these answers to prepare the information Support may need.

Related: Support · General FAQ

Does this page cover my headset, smart glasses or eyewear device?

No. This page concerns Fovevia lens products and order records, not another company’s headset, smart-glasses, frame or eyewear warranty. For a device failure, contact its manufacturer.

What should I do if the product differs from my confirmed order?

Keep the product unchanged. Compare it with the order summary, then send Support the reference and clear photos.

What if the parcel or product appears damaged on arrival?

Keep and photograph the item, parcel, labels and packaging. Wait for written instructions before returning anything.

What if I entered the wrong device or prescription information?

Identify the field and contact Support without including prescription values in a general message. Wait for instructions before sending prescription evidence.

A product matching the confirmed input is not automatically a manufacturing issue; verified order facts determine the route.

Should I return the product or send prescription evidence now?

Keep the product and packaging until written instructions identify the return route.

Do not send prescription values in a general message. Wait for Support to identify the appropriate next step.

Bring the order, exact device and evidence together.

Choose the closest issue route, preserve the product and wait for written instructions. Use the linked policy page for returns, refunds, shipping or delivery.