We strive to provide comprehensive care throughout your eyewear purchasing experience, from choosing the best frame and lens for your prescription to performing the ideal adjustment. Although the goal is to have the ideal fit, vision and comfort in pair from the start, sometimes refinements may be necessary due to the customized nature eyewear.
Refund Policy
Due to the custom nature of the product, refunds can only be issued prior to the lab starting your order. Any orders cancelled after manufacturing has begun will incur a fee (see cancellation policy). Please note: most orders begin manufacturing within 24 hours of placing the order in our office. Once eyewear is complete, they are not eligible for refund but covered under our satisfaction guarantee and/or cancellation policy.
Customer Satisfaction Guarantee
If the product ordered does not meet your needs, we will remake the product one (1) time to address any concerns. There is no cost to remake your eyewear unless we need to change the materials (frame, lens design, or treatments) which would otherwise incur an additional charge. Any changes in pricing will be discussed with you prior to processing. Products being exchanged under the satisfaction guarantee must be addressed in clinic within 60 days of dispensing (and no more than 90 days from the original date of purchase).
Eyeglasses Prescription Guarantee
Our doctors guarantee each prescription for 100 days from the date of your examination, as natural changes may occur beyond that. For lenses purchased at Old South Optometry, if you have difficulty with your new prescription, please see our dispensary team to assess the eyewear and ensure optimum fit and measurements. Once assessed, we will schedule a prescription check with the optometrist if needed. As there are numerous factors that can impact a wearer’s experience (including but not limited to wide selection of prescription lens style, lens quality and frame selection), prescriptions filled elsewhere will be subject to a prescription verification fee; this fee will be waived if the optometrist feels the prescription is responsible for the decreased visual performance of the eyewear. Please note that we cannot be responsible for glasses made elsewhere; we are not responsible for any charges incurred for prescription changes.
Frames & Lenses Warranty
Frames have a two (2) years warranty from the original date of purchase which guarantees against manufacturing defects (i.e. minor paint chipping and mechanical defect). During the warranty period, each frame is eligible for one (1) no charge replacement for a qualifying manufacturing defect. The original frame must be returned to us before a replacement frame will be provided. The replacement will only be issued once the original frame is received and the reported defect has been confirmed to qualify under this warranty.
Frames that are visibly abused or damaged in a manner that is not a manufacturing defect are not eligible for a no-charge replacement.
Lenses purchased with anti-scratch coating are covered by a one (1) time warranty within two (2) years of the original purchase date. This warranty covers small scratches and coating defects; lenses with deep scratches or visible damage are not covered under the warranty.
Cancellation Policy
*Closed on long weekends
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Old South Optometry
