Our Sales and Warranty Policies

Eyewear Warranty Policy

Our clinic offers a range of custom-ordered specialty eyeglass lenses and frames. Due to the unique and personalized nature of these products, all sales of custom-ordered lenses and frames are final and non-refundable.

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Warranty Period: Our eyeglass frames and lenses are warranted against manufacturing defects for 24-months from the date of purchase, unless otherwise noted. This warranty is valid only for the original purchaser and cannot be transferred. This warranty covers defects in materials and workmanship under normal use. 

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Scratches and Crazing of Lenses: We offer a one-time lens replacement warranty for scratches and crazing that occurs within 2 yrs from the date of purchase. This warranty covers lens scratches and crazing that can significantly impair vision.

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Prescription Adjustment Warranty:

Within the first 60 days from your purchase date, if a prescription adjustment is needed, we will provide a one-time replacement of your lenses at no additional cost. If you have an outside prescription we recommend having a prescription recheck appointment with your optometrist.

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Non-Adaptation Warranty for Progressives and Bifocals:

If you cannot adapt to your new progressive or bifocal lenses within 90 days from your purchase date, we will remake your eyeglasses into a product that will work for you, such as single-vision lenses. We will also refund the difference in cost between the original and new lenses. 

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Exclusions:

This warranty does not cover:

• Damage resulting from misuse, abuse, accidents, or alterations.

• Normal wear and tear, including scratches on the frame.

• Issues related to improper fit subsequent to the time of purchase.

• Loss or theft of eyeglass frames.

 

How to initiate warranty:

• Bring the defective eyeglass frames and/or lenses, to our clinic.

• Our staff will assess the damage to determine if it falls under warranty coverage.

• If the claim is approved, we will repair or replace the frames at our discretion. Replacement may be with a similar style of equal value if the original is unavailable.

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Reusing a Patient's Own Frame (POF)

When opting to reuse your own frame for new lenses, please be aware that there is an inherent risk of the frame cracking or breaking during the lens replacement process. While our team and labs exercise the utmost care, we cannot be held liable for damage to personal frames used in this manner. In the event that your frame does suffer damage during the lens fitting, we offer a goodwill gesture of extending a 25% credit towards the purchase of a new frame from our selection.

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Contact Lens Policy 

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Rigid Gas Permeable (RGP), Scleral, or Custom Soft Contact Lenses. Since these are custom-made products for your individual eyes and needs, they are not eligible for return.

 

Professional Fees for services associated with contact lens care, such as fittings and training sessions, are not refundable. This policy is in place because these services involve the time and expertise of our trained professionals. 

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Soft Contact Lens Warranty (dailies, biweekly, monthlies)

If somehow the contact lenses  we ordered don't seem to be helpful to your sight, whether from the get-go or if your prescription has changed throughout the year, we will give you a contact lens fitting and work with you to replace your current contacts to the new prescription within a year of purchase, so long as the lenses are unopened/unused. 

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Eye Drops and Accessory Items Policy 

All eye drops and accessory items purchased at our clinic are considered final sale* and may not be returned or exchanged after purchase. 

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Due to the nature of these products, which are often used in close proximity to the eyes, it is essential to maintain strict hygiene standards. This policy ensures that all products sold from our clinic are new, unused, and safe for our customers. 

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* While all sales are final, exceptions may be made in the following circumstances:

• Defective Products: If an item is found to be defective upon purchase, we will replace it with the same or a similar item.

• Wrong Item: In the rare instance that the wrong item is provided, we will exchange it for the correct one.

• Product Recall: Occasionally, manufacturers may have a product recall. If this is the case, we will follow the guidelines set out by the manufacturer to contact you and either refund or replace the product.