Refund & Return Policy

Lens Replacement, Lens Repair & Eyewear Repair Service Policy

How Our Lens Replacement Service Works

When you send your frame to Vision Specialists for lens replacement, we use the prescription information and lens options provided or approved for your order to manufacture or obtain lenses specifically for your eyewear.

The lenses may then be surfaced, finished, edged, cut, coated, tinted, drilled, mounted, fitted, or otherwise processed specifically for your prescription and frame.

Prescription lenses are custom products. Once custom lens production or processing has begun, the lenses generally cannot be returned to inventory, reused, or resold to another customer.

For this reason, custom prescription lenses, lens replacement services, specialty lenses, coatings, tints, and other customized lens work are not eligible for a standard change-of-mind return or refund once production or custom service work has begun.

Prescription Information

Prescription lenses are manufactured according to the prescription, measurements, lens selections, and other information provided or approved for the order.

Customers are responsible for ensuring that prescription information supplied to Vision Specialists is accurate, current, complete, and intended for the person who will be using the eyewear.

Vision Specialists is generally not responsible for problems resulting from:

• An incorrect or outdated prescription supplied to us
• Incorrect or incomplete information supplied by the customer
• Incorrect measurements supplied by the customer or another provider
• A prescription that changes after the lenses have been manufactured
• An incorrect lens type, material, tint, coating, or other option selected or approved by the customer
• Normal adaptation to a new prescription
• Normal adaptation to progressive, bifocal, multifocal, high-index, or other specialty lenses
• Differences in lens thickness, curvature, magnification, weight, edge thickness, appearance, or color that result from the prescription, frame, lens material, lens design, coating, or other selected options

Difficulty adapting to a new prescription or lens design does not, by itself, establish that the lenses were manufactured incorrectly or are defective.

If You Believe There Is a Problem With Your Lenses

If you believe your lenses were manufactured incorrectly or that there is a workmanship problem, please contact Vision Specialists promptly after receiving your eyewear.

We may request photographs, prescription information, measurements, information from your eye-care provider, or return of the eyewear so that the lenses and frame can be inspected.

Vision Specialists must be given a reasonable opportunity to inspect the eyewear and determine the cause of the reported problem before a refund or other financial remedy is considered.

If our inspection determines that a lens was manufactured incorrectly or that there is a workmanship problem for which Vision Specialists is responsible, our normal first remedy will be to:

• Adjust the eyewear
• Correct the affected work
• Rework the affected lenses
• Remake the affected lenses
• Replace the affected lenses or components, as appropriate

A full refund is not automatically provided when the reported issue can reasonably be corrected through an adjustment, repair, rework, remake, or replacement.

Eyewear Repair Services

Eyewear submitted to Vision Specialists for repair is, by its nature, already worn, damaged, broken, weakened, aged, or otherwise in need of service.

Our objective is to repair the reported problem and restore the eyewear to a usable condition whenever reasonably possible.

An eyewear repair is not the same as supplying a new frame. Vision Specialists cannot guarantee that repaired eyewear will look, feel, align, or perform exactly as it did when it was new.

Depending on the frame, material, age, condition, extent of damage, and type of repair performed, some evidence of the repair may remain.

This may include reasonable differences in:

• Finish
• Surface appearance
• Alignment
• Color
• Solder or weld areas
• Repaired joints
• Replacement components
• Other cosmetic characteristics

Pre-Existing Damage, Wear and Hidden Weakness

Customer-owned eyewear may contain damage, deterioration, or structural weaknesses that cannot reasonably be identified before repair or lens replacement work begins.

Examples may include:

• Metal fatigue
• Brittle or aged plastic
• Corrosion
• Previous repairs or modifications
• Hidden or microscopic cracks
• Weak solder joints or welds
• Worn or damaged hinges
• Worn screws or mounting hardware
• Deteriorated coatings, plating, paint, or finishes
• Material weakened by age, heat, chemicals, prior repairs, or normal use
• Stress around lenses, temples, bridges, rims, hinges, or mounting points

These pre-existing conditions may result in additional cracking, breakage, deterioration, or failure during lens removal, lens installation, heating, adjustment, alignment, repair, or subsequent normal use, even when reasonable care is exercised.

Vision Specialists is not responsible for damage or subsequent failure caused by pre-existing weakness, hidden defects, age, deterioration, corrosion, prior damage, previous repairs, normal wear, misuse, accident, or failure of another unrelated portion of the eyewear, except to the extent responsibility cannot legally be excluded.

Repairing one damaged portion of a worn or weakened frame does not constitute a warranty or guarantee that another portion of the frame will not subsequently fail.

Customer-Supplied Frames

When a customer sends their own eyewear to Vision Specialists for lens replacement, lens repair, or eyewear repair, the customer acknowledges that the eyewear is a customer-owned item whose complete condition, age, usage history, previous repair history, and structural integrity may not be known to Vision Specialists.

We handle customer-owned eyewear with reasonable care. However, we cannot guarantee against breakage or deterioration resulting from pre-existing weakness, age, brittleness, hidden defects, previous damage, previous repairs, corrosion, or normal wear.

By submitting customer-owned eyewear for service, the customer authorizes Vision Specialists and, where applicable, its laboratories, technicians, and service partners to handle the eyewear and perform the work reasonably necessary to complete the ordered service.

Repair Appearance and Cosmetic Expectations

Vision Specialists makes reasonable efforts to provide a professional and functional repair. Cosmetic restoration, however, cannot always be guaranteed.

A visible repair area, minor cosmetic difference, reasonable variation in finish, or reasonable variation in alignment does not, by itself, entitle the customer to a full refund when the requested repair has been substantially and properly completed.

Vintage, collectible, luxury, discontinued, rare, sentimental, or irreplaceable eyewear may involve additional repair risks because original materials, finishes, manufacturer parts, or replacement components may no longer be available.

If You Are Not Satisfied With Completed Lens or Repair Work

If you believe there is a defect, manufacturing error, or workmanship problem involving completed lens replacement, lens repair, or eyewear repair work, please contact Vision Specialists within 7 days of delivery.

Please provide:

• Your order, invoice, or repair number
• A clear description of the problem
• Clear photographs when the issue is visible
• Prescription information when the concern involves prescription lenses
• Any other information reasonably requested to evaluate the issue

We may require the eyewear to be returned to Vision Specialists for inspection before determining the appropriate remedy.

Vision Specialists must be given a reasonable opportunity to inspect and, where appropriate, correct, adjust, rework, repair, remake, or replace the affected work before a refund or other financial remedy is considered.

Depending on the circumstances, the appropriate resolution may include:

• An adjustment
• Correction or rework of the service
• Repair of the affected area
• Remaking affected prescription lenses
• Replacement of an affected component when reasonably available
• Store credit
• A partial refund
• A refund when Vision Specialists determines that a confirmed issue for which we are responsible cannot reasonably be corrected

Refunds for Custom Lens and Repair Services

Because laboratory work, technician labor, custom lenses, coatings, materials, parts, shipping, and other costs may be incurred specifically for an individual order, completed custom lens and repair services are generally non-refundable.

A customer is not automatically entitled to a full refund solely because the customer:

• Changes their mind after custom work has begun
• No longer wants or needs the service
• Is dissatisfied with a prescription that was correctly manufactured according to the information provided or approved
• Experiences normal adaptation to new prescription lenses
• Would prefer a different prescription
• Would prefer a different lens type, material, coating, tint, or option
• Would prefer a different cosmetic result from an otherwise properly completed repair
• Expected repaired used eyewear to look identical to a new frame

Where Vision Specialists confirms a genuine manufacturing or workmanship issue for which we are responsible, we will make a reasonable effort to correct the problem.

If, after inspection, Vision Specialists determines that a confirmed issue for which we are responsible cannot reasonably be corrected, Vision Specialists may provide an appropriate refund, partial refund, store credit, replacement, or other remedy based on the circumstances and applicable law.

Original shipping charges, expedited shipping charges, insurance charges, and completed third-party services are generally non-refundable except where otherwise required by applicable law.

Authorization and Acceptance of Service Terms

By placing an order for lens replacement, lens repair, or eyewear repair; sending or otherwise submitting eyewear to Vision Specialists; approving a quote or service; making payment for the service; and/or authorizing Vision Specialists to begin work, the customer acknowledges the custom nature of the service and agrees to the applicable terms of this Refund & Return Policy.

Submission of eyewear for service constitutes authorization for Vision Specialists and its laboratories or service partners, where applicable, to handle and work on the eyewear as reasonably necessary to perform the requested service.

Relationship to the Standard Return Policy

The standard return and exchange provisions for eligible retail products do not convert custom prescription lenses, completed lens replacement work, lens repair, or eyewear repair services into returnable retail products.

Where a request relates specifically to lens replacement, lens repair, or eyewear repair, the service provisions above apply to the evaluation and resolution of that request.

Nothing in this section is intended to waive, restrict, or eliminate any consumer right or remedy that cannot lawfully be waived or limited under applicable law.