Visual Health Doctors of Optometry
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General Practice and Exchange Policy
General Information
Customer satisfaction is our top priority. As one of the successful eyewear retailers, every transaction must result in a pleasant, convenient, and successful shopping
experience. We guarantee 100% accuracy on all prescriptions or they will be remade ONE TIME at no charge.
We are happy to offer a one-time exchange only policy on prescription eyeglass (lenses only) or sunglasses within 30 days of the order date. Please note that
prescription lenses are not refundable. However, for a frame exchange, you will be responsible for 50% of the original lens cost, as all frame sales are final. Additional
charges will apply on progressive lenses, drill mount frames, and a fee for edging will be charged.
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Prescription Lens Exchange Policy
All prescription lenses are considered special orders, and are therefore non-refundable. We understand that there may be times you want to change the frame even
though the prescription lenses are perfect. If within 30 days of receipt of product, you wish to exchange a frame that we have made prescription lenses for, you will
be charged difference of the new frame cost. There will be no credits for products of lesser value. A lens credit of 50% of the original lens cost will be applied to the
cost of any new lenses ordered. NOTE: Some insurances companies do not allow frames changes as a redo option.
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Exchanging Non-Prescription Sunglasses Frames
We are happy to offer a one-time exchange only on the return of any new and unused* sunglasses or eyeglass frame within 30 days of original order date. This
means that sunglass frames purchased without prescription lenses.
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Prescription Guarantee
We guarantee 100% accuracy on all prescriptions or they will be remade at no charge. All prescription eyeglasses, prior to leaving Visual Health, pass a stringent
quality control hand inspection. The lenses are checked at four different stations for accuracy. W e pride ourselves in our workmanship - accurately filling your
prescription is our number one priority. In the unlikely event that an error makes it through our system, we will promptly and courteously remake the lenses to our 100%
accuracy standard for one time replacement.
We offer complimentary prescription checks for both glasses and contacts prescriptions as long as they are within 90 days of the original exam date. After
the 90 day grace period, our re-check fee is $50.
Regarding Prescriptions Filled Online:
If you take your prescription and have it filled at a location other than Visual Health, the prescription guarantee falls under the policy of whom ever makes the glasses.
Visual Health will not be held responsible for errors on prescription glasses we did not fill. With regard to doctor error, o n glasses that we did not fill, an in store credit
will be offered towards replacement lenses. Usual and customary fees will apply.
5.
Receiving Damaged or Incorrect Product
If there is extensive damage to the products you receive or incorrect product, contact us IMMEDIATELY at the location where you have purchased your glasses.
6. Repairs and Manufacturer's Warranty Policy
You receive the same warranties we receive from manufacturers and suppliers, allowing you full advantage of th e warranties available. However, certain product
warranty claims are best dealt with directly with the manufacturer and not Visual Health.
A. Prescription Frames
All prescription frames are warranted for 90 days from the date of purchase against any manufacturer's defects. Manufacturer's defects include: structural design,
hinges, welding points, and coloring. Manufacturer's defects DO NOT include: flagrant misuse causing frame damage, scratching or tarnish, pet damage, destruction
or damage by vehicle, stepping on or sitting on the frame, bending or twisting the frame, or any other damage not considered a manufacturing flaw. Theft or loss of
glasses is not covered under warranty. For frames purchased within ONE year, which need to be replaced, we will extend a 50% discount to th e U&C fee.
B. Prescription Lenses.
Every prescription lens we supply automatically comes with a scratch-resistant coating, whereas, most optical companies charge an additional fee for this coating.
However, no lens is scratch proof and rough handling or incorrect cleaning can still scuff them up or create surface scratches. In the event your lenses scratch to the
point you want them replaced, we offer a one (1) time replacement of scratched lenses within a year of purchase date for only 50% of the original cost of the lenses,
plus edging charges.
7. Putting New Lenses into Your Own Frame
Simply provide us with your updated prescription and we will be happy to replace your lenses. You will be charged for new lenses plus edging fees. Please be advised
that older frames can lose their original shape and durability, putting new lenses on older frames may cause for lenses to come out of the frames. Or frames to break
during the process.
Please Note: Visual Health is not responsible for damage or breakage to customer's own frame, new or used, if only prescription lenses are ordered. We will be happy
to give you 50% OFF from our frame collection if damage or breakage occurs.
8. Can I Return Contact Lenses?
Within 30 days of your order only unopened contact lens vials or boxes may be returned or exchanged. A 30% restocking fee will apply to all unopened contact lens
vials or boxes returned for credit. No credits or exchanges are permitted on opened boxes or vials. Please note: Contact Lenses services are not refundable. It is
your sole responsibility to schedule and show up for your contact lenses follow up appointment. This will ensure proper prescription and fit of your contact
lenses.
9. Can I Cancel My Order?
We work hard to ensure you get the fairest price on all your eyewear products. Our buyers use a variety of vendors to save yo u as much as we can on
eyewear purchases. All orders received are processed immediately. We have a strict no cancellation/exchange only policy. If have any concerns, please call the
office where you purchase was made and ask to speak to our revision specialist.
10. Outstanding Account Balance
Our fees for services rendered are due on the date of service. However, when third party insurance companies are involved som etimes there is a grace period for
claims to be properly adjusted. We make every effort to continually follow-up on all claims in a timely manner. If there is a balance due after services are rendered, we
will mail you a letter with a copy of the Explanation of Benefits we have received from your insurance company. We will allow 30 days to receive payment by mail, by
phone, or in person. After 30 days we will send a follow up letter allowing an additional 30 days, to have the balance resolved, allotting you a 60 day grace period.
Accounts that are not resolved after 60 days will be sent to a collections agency and subject to a $45 late fee. This policy applies to any balance for Exams, Medical
Office Visits, Frame and Lens orders, Contact Lens orders, and Accessory orders.
11. Privacy Policy
Visual Health is committed to safeguarding your privacy when making purchases. We collect only essential customer information such as your mailing address, phone
number, email address, and credit card information. The contact information is only used to get in touch with you when necessary. All credit card information is used
only to bill you for the products and services that you select. We respect your privacy and will not willingly share information you provide us with outside companies or
organizations.
Revised 1/1/15