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How do I return or exchange an item?
General Returns
PLEASE NOTE: All sales of made-to-order lenses (designated as "Made-To-Order", "Made To Order", "MTO", "XR" and/or "Custom" on our website) are final. No refunds or exchanges for made-to-order lenses will be accepted, other than for defective lenses as determined by manufacturer.
Within 30 days of delivery of a shipment, you may return any unopened, undamaged and unwritten on boxes or vials that are in original condition purchased from WebEyeCare for a store credit or refund. Items returned after 30 days from purchase are only eligible for a store credit. Any lenses returned after 30 days from purchase must have an expiration date that is at least 18 months out.
We are currently unable to accept returns of opened items, items not in original condition, or items returned more than 365 days after date of purchase. Once we receive your unopened boxes or vials, we will promptly process your refund or issue a store credit (less shipping charges & restocking fee*). Please note returning products shipped under a free shipping promotion will result in charge back of the free shipping. If the shipping carrier is not able to deliver the package due to no one being present and the order is sent back to WebEyeCare by the shipping carrier, an additional shipping charge will be assessed to the order. The same terms apply to orders that exceed the UPS hold time limit and are returned to WebEyeCare.
Defective Lens Returns: We guarantee that all of our lenses are factory sealed. If you have a problem with any lens purchased from us, please remove the lens immediately. We warranty all lenses for 90 days after purchase. If you suspect that your lenses are defective, please contact us immediately to arrange to return the lenses to us to see if they are defective. In order to determine if lenses are defective we require at least 5 lenses returned from a 6 pack, 25 lenses to be returned from a 30 pack, or 85 lenses to be returned from a 90 pack. If your lenses are determined to be defective by the manufacturer, we will issue a store credit in full.
Exchanges: If your prescription changes, we will exchange unexpired (expiration date at least 18 months out), unopened, and undamaged boxes of contacts within 30 days of your purchase date. If your exchange will be for a higher dollar amount from your original purchase, you will be billed for the difference at the point of processing the exchange. For the avoidance of doubt, the previous statement only applies to contact lenses.
Any prescription glasses lenses made from an Rx more than 2 years old will be subject to the full charge of the remake lens options.
When Returning or Exchanging Items: If you need to return or exchange your lenses purchased from our store, please follow these steps:
That's it! Please allow 2-3 weeks for your store credit, refund or exchange to be processed. PLEASE NOTE: Credit, refund or exchange will be issued after your package is received. WebEyeCare is not responsible for lost or damaged packages.
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