Refund Policy

Cancellations

All Cancellation requests must be made within the same business day. Once order has been processed, you will need to refer to the Return policy below.

Fraudulent Orders

We take fraudulent orders extremely seriously. We manually capture every order, rather than automate the process. Why? Because consumer safety is the most important thing to us, and our patients appreciate how diligent we are in regards to identity verifications.

We complete full investigations on the matter when our system flags an order as high risk with a fraud analysis. Suspicion about a fraudulent order, include, but is not limited to:

• Shipping Address is different from the Billing Address
• Name on Card does not match Name on Order
• Name on Card does not match Name Shipped To
• Multiple Attempts at Payment
• Invalid or Unverifiable Phone Numbers
• IP address proximity mismatch
• Optometrist/Ophthalmologist flags Patient Prescription as nonexistent during the prescription verification process

In order to verify the order was authorized by the cardholder, we will call the phone number on file to verify the validity of the order and require proof that the name on the State ID and credit/debit card matches.

If you would like to have your order sent to a different address, you must provide a ‘Ship To’ proof of address (Example: Utility Mail, Bank Statements, Insurance Statements). Orders over $200 will require identity verification. Proof of Delivery Signature is Required. No exceptions.

Unable to Verify Order Details/Prescription Verification

Ophthalmic Eyeglasses:

If you select the Frame, but fail to select a Lens Design/Material/Other, we will attempt to follow up with you to review lens options and collect remaining fee for materials.
If you fail to respond to our follow-up attempts within 7 days of your order, your order will be automatically cancelled.
We are more than happy to assist you in reprocessing your order when you have gathered all relevant information to complete a prescription order.

Contact Lenses:

For all Contact Lens Orders, a valid prescription is required. We will contact your Optometrist/Ophthalmologist office for a prescription verification. We allow your doctor to respond within 72 hours. We will fill the order after that timeframe if your doctor fails to respond. However, orders that are unverified are not eligible for returns/exchanges.

Returns 

Non-Ophthalmic Goods

Our policy lasts 30 days for non-ophthalmic goods. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 
Several types of goods are exempt or limited from being returned. Please refer to the Shipping instructions below.

Ophthalmic Goods

Due to the nature of our business, once any ophthalmic goods/medical device has been dispensed to you, the patient, we allow an adaptation period of 30 days from the time you receive your order. If the order was shipped to you, 30 days begins the day your order was delivered to your mailbox/door. If you do not adapt within that time frame, please contact us immediately so we may refit you. If 30 days have gone by, unfortunately, we can’t offer you a refund or exchange. 

Prescription Eyeglasses- Please see details below.

We will verify all returned eyewear to ensure they match the product dispensed. You will be responsible for all return shipping costs, if applicable.
Due to the customization of your ophthalmic prescription eyeglasses, we offer the following options:

Exchanges

We only replace items if they are defective or damaged.

To be eligible for an exchange for Ophthalmic Goods, Frames and Lenses must be in brand new condition, with no scratches, hazing, or worn-out condition.

If you need to exchange it for the same item, send us an email at support@thevisionparlor.com and send your item to: The Vision Parlor, 1119 High Street, Suite 2, Auburn CA 95603, United States. 

Once we have approved your exchange, we will provide you with a one-time even exchange for frame and lenses, as long as the amount is equal or less to the original order. No refund will be made for the price difference due to the processing fees of the initial order. 

Refunds

Returns for all other reasons are subject to restocking fees and MUST be returned within 30 days after receiving product. Please see below for fees:

Frame Only:
(No Custom Lenses / Bought "as-is") - 10% restocking fee. Frames must be in brand new condition, with no scratches, hazing, or worn-out condition. 

Ophthalmic Eyeglasses (Frames + Lenses):
Frames - 20% restocking fee. Due to lenses being edged and mounted for the frame. Frames must be in brand new condition, with no scratches, hazing, or worn-out conditions.
Lenses - No Refunds. Exchange for equal or lesser valued lenses only. Due to the customization of the lenses, ALL sales are final for the custom lenses (prescription and non-prescription/planos).

Contact Lenses

10% Restocking Fee. Contact Lenses must be unopened and in sellable condition. No markings/stickers/damages are to be present. You will be responsible for all return shipping costs.

Services

No Refunds. No Exceptions.

Additional non-returnable items:

• Gift cards

• Downloadable software products

• Some health items 

To complete your return, we must receive items in the same condition that you received them. 
Please do not send your purchase back to the manufacturer. We are not responsible for lost shipments.

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Price Matching & Discrepancies

Due to issues concerning:

• Counterfeit products sold online (unverified authorized retailers)
• Stolen merchandise from physical storefronts and private practices
• Non-licensed businesses dispensing ophthalmic goods (Search License)


We cannot guarantee authenticity, therefore, we do not price match.

We observe the right not to honor certain clerical errors, or computerized errors in regards to pricing and inventory that may arise during the checkout process. We will contact you immediately and we aim to do our best to issue a refund within 3 business days.

Warranties

Within 30 days, you may contact us for a Return Authorization (RA) if there are any defects with your prescription eyewear. All prescription verifications go through a 3 point double check inspection, meaning it passes through 3 different individuals, with the final check being verified by a Licensed Optician to ensure correctness. For all warranty claims that qualify for a Limited 1 Year Warranty outside of the 30 Day window, please follow guidelines here.

Frame

Includes a 30 Day Warranty. Most eyewear includes a 1 Year Warranty against  manufacturers defect. Please contact us to see if your frame qualifies. Normal wear and tear will not be covered. Patient's breakage will not be covered. Patients are responsible for shipping fees. Shipping fees will NOT be refunded. If your frame does not fall within our warranty guidelines, and you would like to order a replacement, we will provide you a discount code for 35% off 'frame only' for as long as your eyeglass prescription is valid.

Lenses

Includes a 30 Day Warranty. Some lens materials and/or coatings may include a 1 year Warranty against any manufacturers defect. Please contact us to ensure your lenses qualify. Normal wear and tear will not be covered. Patient's breakage will not be covered. Patients are responsible for shipping fees. Shipping fees will NOT be refunded. If your lenses do not fall within our warranty guidelines, and you would like to order a replacement pair, we will provide you a discount code for 35% off 'lenses only' for as long as your eyeglass prescription is valid.

Contact Lenses

30 days from Order Date
Alcon:
• Unopened, undamaged, unmarked, and unaltered product may be returned for exchange or credit
• Opened vial products be may returned within 30 days of Order date if defective or for fitting issues

Johnson & Johnson:
• Product received in its original and unopened package must be free of stickers, marks, or any other type of alterations.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@thevisionparlor.com and send your item to: The Vision Parlor, 1119 High Street, Suite 2, Auburn CA 95603, United States. 

Shipping

To return your product, you should mail your product to: The Vision Parlor, 1119 High Street, Suite 2, Auburn CA 95603, United States 

You will be responsible for paying for your own shipping costs for returning your item if the reason is not due to a defect or receiving an incorrect order. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and we are not liable for any lost or damaged packages.

If you are returning or exchanging your order due to a defect or receiving an incorrect order, we will send a prepaid return label for you to ship the order back to us.