Sale & Warranty Policy Page
Please note that all sales made in-store or through our website are final sale. We invite you to review the following terms and conditions for details on product guarantees and warranties. Here, you'll find comprehensive information to ensure a transparent and trustworthy shopping experience, underlining our promise to deliver excellence and reliability with every purchase.
Professional Fees Policy
Our professional fees are charged for the time, service, and expertise provided by our trained staff. These fees do not guarantee specific outcomes. Consequently, professional fees are non-refundable and not subject to discounts. We ensure that our clients are aware of this policy to understand and appreciate the value of the professional services they receive. All professional fees are set independently by providers, and are based on knowledge, equipment and amount of service required.
Eye Drops and Accessory Items Policy
All eye drops and accessory items purchased at our clinic are considered final. These items cannot be returned or exchanged after the sale is completed.
Reasons for Policy:
Hygiene and Safety: Due to the nature of these products, which are often used in close proximity to the eyes, it is essential to maintain strict hygiene standards. This policy ensures that all products sold from our clinic are new, unused, and safe for our customers.
Regulatory Compliance: This policy is in line with health and safety regulations that prohibit the return of personal care items to ensure the well-being of all our customers.
This policy applies to, but is not limited to:
All types of eye drops (prescription and non-prescription)
Contact lens solutions.
Eyewear cleaning solutions and cloths.
Eyeglass cases.
Any other accessory items sold at our clinic.
Exceptions: While all sales are final, exceptions may be made in the following circumstances:
Defective Products: If an item is found to be defective upon purchase, we will replace it with the same or a similar item.
Wrong Item: In the rare instance that the wrong item is provided, we will exchange it for the correct one.
Product Recall: Occasionally, manufacturers may have a product recall. If this is the case, we will follow the guidelines set out by the manufacturer to contact you and either refund or replace the product.
Discounts & Sales Policy
Sales and discounts offered at Helio Optometry cannot be combined with each other. Each sale or discount is to be used independently and cannot be used in conjunction with any other ongoing offers or promotions. This includes, but is not limited to:
Percentage-off discounts
Fixed-amount discounts
Buy-one-get-one offers
Special event promotions
Exclusions on Previous Purchases: Sales and discounts cannot be applied retroactively to previous purchases. Offers are valid only during their respective promotional periods and apply solely to purchases made within those timeframes.
Government-Funded Insurance Plans: Discounts and promotional offers cannot be used in conjunction with government-funded insurance plans. This is to comply with regulations and contractual obligations regarding these insurance programs.
Eligibility and Restrictions:
Sales and discounts apply only to qualifying items. Exclusions may apply to certain products or services.
Our staff reserves the right to determine the eligibility of items for discounts.
Discounts are non-transferable and cannot be exchanged for cash or credit.
Policy Enforcement: Our staff is committed to enforcing this policy consistently to ensure fairness to all our customers. We encourage customers to inquire about eligible promotions at the time of purchase.
Changes to Policy: Helio Optometry reserves the right to modify or terminate sales and discounts at any time without prior notice. Changes to this policy will be communicated through appropriate channels.
Eyeglass Frame Warranty Policy
Warranty Period: Our eyeglass frames are warranted against manufacturing defects for 12-months from the date of purchase, unless otherwise noted. This warranty is valid only for the original purchaser and cannot be transferred.
Coverage: This warranty covers defects in materials and workmanship under normal use. This includes issues such as frame breakage or discoloration due to manufacturing flaws.
Exclusions: This warranty does not cover:
Damage resulting from misuse, abuse, accidents, or alterations.
Normal wear and tear, including scratches on the frame.
Issues related to improper fit subsequent to the time of purchase.
Loss or theft of eyeglass frames.
Claims Process:
To make a warranty claim:
Bring the defective eyeglass frames, along with the original receipt, to our clinic.
Our staff will assess the damage to determine if it falls under warranty coverage.
If the claim is approved, we will repair or replace the frames at our discretion. Replacement may be with a similar style of equal value if the original is unavailable.
In the case of a warranty replacement or repair:
The warranty period does not extend or renew. The original warranty period remains in effect from the initial purchase date, not the pickup date.
We reserve the right to charge for any additional services not covered by this warranty, such as parts replacement or fitting adjustments.
Lens Warranty Policy
1. Scratch & Crazing Replacement Warranty:
We offer a one-time lens replacement warranty for scratches and crazing that occurs within 1-year from the date of purchase. This warranty covers lens scratches and crazing that can significantly impair vision.
2. Prescription Adjustment Warranty:
Within the first 60 days from your purchase date, if a prescription adjustment is needed, we will provide a one-time replacement of your lenses at no additional cost. You can purchase additional lenses at 40% off within the first 12 months if multiple prescription adjustments are required.
If you have an outside prescription we recommend having a prescription recheck appointment with your optometrist.
3. Non-Adaptation Warranty for Progressives and Bifocals:
If you cannot adapt to your new progressive or bifocal lenses within 60 days from your purchase date, we will remake your eyeglasses into single-vision lenses. We will also refund the difference in cost between the original and new lenses. This warranty is to ensure your complete satisfaction and comfort with our products.
4. Custom Ordered Specialty Eyeglass Lenses Policy
Our clinic offers a range of custom-ordered specialty eyeglass lenses, including Shaw aniseikonia lenses, prism lenses, and custom tinted lenses. Due to the unique and personalized nature of these products, all sales of custom-ordered lenses are final and non-refundable. Please be aware that while we prescribe the highest quality medical products, their success is not guaranteed due to the complexities and individual variations in medical conditions.
Policy on Reusing a Patient's Own Frame (POF)
When opting to reuse your own frame for new lenses, please be aware that there is an inherent risk of the frame cracking or breaking during the lens replacement process. While our team exercises the utmost care, we cannot be held liable for damage to personal frames used in this manner. In the event that your frame does suffer damage during the lens fitting, we offer a goodwill gesture of extending a 20% credit towards the purchase of a new frame from our selection.
Contact Lens Return Policy
Our Contact Lens Return Policy offers a 30-day satisfaction guarantee. You are welcome to return or exchange any unopened and undamaged boxes of contact lenses within this period. However, this return policy does not apply to custom contact lenses, such as Rigid Gas Permeable (RGP), Scleral, or Custom Soft Contact Lenses. These custom-made products are explicitly tailored to your individual needs and, therefore, are not eligible for return.
Please be aware that professional fees for services associated with contact lens care, such as fittings and training sessions, are not refundable. This policy is in place because these services involve the time and expertise of our trained professionals. Even if you decide not to purchase the product, the fees for these preliminary services remain applicable.