We want you to be satisfied with your glasses or contact lenses, and we will do anything within reason to make sure you are happy. However, there must be some limitations in order to prevent patients from taking advantage of our generosity. Here is a description of our return policy as of June 2009:
If you are having trouble wearing your glasses, we need to be notified within 30 days from the time they are dispensed. After we are made aware of the problem, you will have an additional 30 days to make an appointment or bring them into the office so we can try to correct the problem by adjusting them or rechecking your prescription. Once the changes have been made, you may then try them for another 30 days to see if the change helped. Glasses cannot be returned after 90 days for vision or adaptation problems.
Standard frames come with a 1-year warranty; Premium frames come with a 2-year warranty. With the warranty, we will replace a broken frame with an identical frame IF the break occurs with normal wear and tear. If there is evidence of trauma (frames are bent or scratched), the patient is responsible for replacing the frame. A frame can be exchanged for a different frame ONLY if the original frame is no longer available. Under certain circumstances, we do sell frames with no warranty. If you are purchasing such a frame, you will be notified at the time of purchase.
Lenses with a standard scratch resistant coating may be returned if they become scratched with normal cleaning within one year. Lenses with TD2 or Crizal may be returned if they become scratched with normal cleaning within 2 years. If the lenses have deep scratches that appear to be due to trauma rather than normal wear and tear, the patient is responsible for replacing the lenses.
We cannot accept returns on special-order items or items ordered against our recommendations.
We will exchange or give a refund for boxes of contact lenses only if the boxes are unopened, unaltered, and not expired.
If you are having trouble with a traditional yearly contact lens, a gas permeable lens, or any other contact lens where we are unable to provide you with trials, we must be made aware of the problem within 30 days. After we are made aware of the problem, you will have an additional 30 days to have the lens checked to determine the problem. Contact lenses cannot be returned after 60 days.
Please be aware that if a third party (such as an insurance company or a flexible spending account) pays for your glasses or contact lenses, we cannot give you a refund as this would constitute fraud. We may be able to exchange the product under certain circumstances, but these circumstances are dictated by the third party, not our office.