Warranty, Returns & Exchanges
Glasses and contact lenses are made for one person and one prescription, so it helps to know up front how payment, adjustments, remakes and returns work at our Coconut Creek, Boynton Beach, Boca Raton and West Palm Beach offices.
Payment Policy
Payment for services is requested at the time services are rendered. For materials ordered, a 50% deposit is required at the time of order, with the balance due on delivery.
That deposit is what lets us send your order to the lab. Frames and lenses are cut for one prescription and one face, so once an order is placed the lab has already begun charging against it — which is what the cancellation and remake rules below are about.
For the list of payment methods we take, how we handle insurance and what a superbill is, see payment options and insurance information. Evaluation and therapy fees are set out on cost & price.
Professional Services, Glasses & Ophthalmic Products
Professional Services
Fees for professional services are non-refundable. An examination, an evaluation or a therapy session is the doctor’s and therapist’s time and testing — it is delivered on the day, and it is not returnable in the way a product is.
Glasses / Ophthalmic Products
- If you are not happy with how you see through new lenses
- Glasses are complex, custom-made medical devices comprised of a set of frames and spectacle lenses. In the event that a patient is not satisfied with the visual acuity obtained with the prescription lenses provided by Vision & Learning Center, the patient will be asked to return to the office for an adjustment of the glasses and, as necessary, schedule a short prescription check appointment with the doctor. Vision & Learning Center makes every effort to provide glasses that are accurate to the prescribing doctor’s instructions.
- Cancelling an order
- If you are not completely satisfied with your purchase, you are allowed to cancel before the job is processed or complete for a full refund. If the job has been processed, there is a 50% cancellation fee for the lens, because lab charges have been accrued on the order. A 25% restocking fee will apply for the frames.
- Lab breakages and delays
- Lab breakages and delays from lab orders are not our responsibility.
- Remakes
- Remakes due to lab errors and doctor’s prescription changes are free the first time around. Please be advised that we will remake your glasses at most twice if it is a lab error. If you are still unhappy with the result of the order or the prescription, then the third remake will be at your own expense.
- Frames you already own
- We are not responsible for breakages on the patient’s own frame. We will adjust them and repair them at your own risk. However, in the event of a breakage, you will be given a 20% courtesy discount off the retail value if you wish to replace it at our office.
- Scratches
- Lenses are not scratch proof.
- Adjustments, screws and nose pads
- Adjustments, screws and nose pads are complimentary on frames that were purchased from us.
- Non-prescription sunglasses
- Non-prescription sunglass purchases are non-refundable.
Contact Lens Purchases
In the case of a prescription change for contact lenses, you may return or exchange unused contact lenses purchased within one year of the original purchase date. Merchandise must be in the original, unopened packaging. All merchandise must be in like-new condition and accompanied by the original receipt.
If you are new to lenses, or you are not sure whether they suit your eyes and your day, read what a contact lens exam and fitting involves before you order.
What Patients Ask Us Most
When is payment due?
Payment for services is requested at the time services are rendered. For materials that have to be ordered, a 50% deposit is required at the time of order and the balance is due on delivery. See what forms of payment we accept →
My new glasses do not feel right. What should I do?
Bring them back in. If you are not satisfied with the visual acuity you get through the prescription lenses we provided, we will ask you to return to the office for an adjustment and, if it is needed, schedule a short prescription check appointment with the doctor.
Can I cancel an order for glasses?
Yes — before the job is processed or complete, for a full refund. Once the job has been processed the lab charges have already been accrued, so a 50% cancellation fee applies to the lenses and a 25% restocking fee applies to the frames.
Will you remake my glasses if something is wrong?
Remakes due to a lab error or a change in the doctor’s prescription are free the first time around. We will remake glasses at most twice for a lab error; if you are still unhappy with the result of the order or the prescription after that, the third remake is at your own expense.
Can I return contact lenses?
In the case of a prescription change, you may return or exchange unused contact lenses purchased within one year of the original purchase date. The merchandise has to be in its original, unopened packaging, in like-new condition, and accompanied by the original receipt.
Will you adjust a frame I bought somewhere else?
We will adjust and repair a frame you already own, but at your own risk — we are not responsible for breakages on a patient’s own frame. If it does break, you will be given a 20% courtesy discount off the retail value should you wish to replace it at our office. Adjustments, screws and nose pads are complimentary on frames that were purchased from us.
Something not covered here? Call (561) 462-1245 or send us a message and we will look up your order. Broader questions about evaluations and therapy are answered on our frequently asked questions page.
Fees, Insurance & Materials
Payment Options
What we accept, how insurance works on an open-access basis, CareCredit, and FSA or HSA accounts.
Insurance Information
Superbills, letters of medical necessity for vision therapy, and why we stay out of network.
Contact Lens Exams & Fittings
What a contact lens exam and fitting include before any lenses are ordered for you.
Our Offices
Coconut Creek, Boynton Beach, Boca Raton and West Palm Beach — where to bring glasses in for an adjustment.
Still working out whether an evaluation is the right next step? The symptom checklist takes a couple of minutes, and Start Here walks you through what happens first.
Disclaimer
Content on this website has been provided and/or reviewed by our Practice. We have reviewed site information and find it to be in accordance with the standards of the optometry profession in our jurisdiction. We strive to provide unbiased, accurate, timely and up-to-date information. The information on this site is not presented as a substitute for informed professional advice and does not substitute for consultation with an optometrist or any other health and/or medical professional. If you have any questions about your individual situation, please contact your optometrist — your eye health professional.
See also our terms of use and privacy policy.
It Starts With an Evaluation
Before any glasses, lenses or therapy, we measure exactly what is working and what is not — then tell you what we found, what it costs and what happens next.