last updated November 1, 2023
At Vision Pros we want to ensure that our customers are always satisfied with their order. Our return and exchange policy is there for our customer as changes in prescriptions and product needs do happen. If you have any questions never hesitate to contact our customer service team at 1-888-404-7317 or email info@visionpros.com
1.1 EXCHANGES
Items can be exchanged within 365-days from the date the item was received/delivered. Lens boxes must be unopened, unmarked, undamaged, an unexpired
1.2 REFUNDS
Refunds can be issued within 30-days from the date the item was received/delivered, however there is a 10% restocking fee. Lens boxes must be unopened, unmarked, undamaged, and unexpired.
1.3 30-DAY RETURN AND 365-DAY EXCHANGE POLICY
Contact lenses may be returned for refund within 30 days and/or exchanged within 365 days of receipt provided they are unopened, unmarked, undamaged, unexpired, and in original condition with packaging. Returns will be refunded in full minus a 10% restocking fee. Original shipping and insurance charges are non-refundable. Returns/Exchanges after 30days must have and expiration date no less then 12 months unless authorized/approved by our customer service team. We cannot accept opened boxes of contact lenses or vials, as we are unable to return these to the manufacturer. The following lenses are also non-refundable and non-exchangeable because they are custom made to order by the manufacturer: Bausch & Lomb Ultra Multifocal Toric, and all Coopervision Astigmatism, Toric, Multifocal, Multifocal Toric, and XR products. Discontinued items are also non-refundable and non-exchangeable.
*Original shipping/insurance charges are non-refundable.
*Customer is responsible for all return/exchange related shipping costs.
1.4 DEFECTIVE PRODUCTS
In the unlikely event you receive a defective lens, do not throw the lens away. It may need to be returned to the manufacturer for analysis. Provided the lens manufacturer agrees the lens is defective, a replacement lens will be issued at no cost. Please note that defective lenses may only be exchanged for the exact same lens and prescription. We cannot issue refunds for defective items.
1.5 RETURNS PROCEDURE
Before returning items, please contact our customer care team by email and include your name, order number, and the reason for the return. If calling, please have this information available. Our customer care team will issue you a Return Merchandise Authorization (RMA) number and the return procedure. This RMA number should be written prominently in the address portion of your return package.
1.6 CANCELLED / REFUSED / RETURN TO SENDER
We are dedicated to providing the best customer service to all of our customers. We pride ourselves on our ability to quickly and accurately process all orders. If you have any questions regarding your purchase, we will do everything we can to address your concerns. If you wish to cancel your order for any reason, please contact us as soon as possible. As a vast majority of in-stock items ship within 24 hours, it is imperative that you contact us so we may attempt to cancel your order before it is processed and/or shipped. If your order has been processed but not shipped and you wish to cancel your order, there will be a 3% cancellation fee to recover merchant fees.
What happens if my order has already shipped?
If your order has been shipped, all refunds will incur a 10% restocking fee within 365 days of receipt of item. Alternatively, items can be returned within 365 days of the original order date. Please note that customers are responsible for all charges associated with return shipping of goods back to VisionPros. All shipping fees are non-refundable.
All packages that are sent back to our facility marked refused will be refunded minus a 10% restocking fee and a refusal fee which will be the cost of the original shipping method.
Note: Please allow up to 10 business days for your return or exchange to be processed.
1.7 SUNGLASSES AND EYEWEAR
Sunglasses can be returned for exchange or in store credit only. Sale items are not eligible for return and are Final Sale.