What should I do if my product arrives damaged or defective, or isn't what I ordered?
If you have received products which you did not order or a damaged/defective product please do not remove any tag or take out the product from the original packaging. We would recommend you to call our Customer Service team at Phone: + 639560588576 and let the representative know the details of your package.
Our Customer Service team would also require you to provide visual evidence (e.g photo, video) of the products in order to expedite the process.)
General Return Conditions
In order for a return to be accepted, it must meet the following conditions:
- The product must be unused.
- The product must be in its original state and packaging with the original tags attached.
- Eyewear must have the original packaging and original tags attached.
- Accessories must have all parts of the original packaging
- Contact Lenses must have the original packaging and, box unopened and sealed.
Returned products are inspected by our Quality Assurance Department. If there is any damage to the product as a result of a manufacturing defect or deviation from factory specifications, we undertake to fully refund the cost of any defective products.
If the defect in the product was caused by reasons other than materials quality or assembly process, the original product will be returned to you. We do not refund products:
- Obtained from a source other than http://www.visionexpress.ph/
- Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)
- Damaged by misuse or activities other than the intended purpose (used for eyes and on face only)
You can return your online order within 30 days of receiving your order. Please follow the following steps:
- Contact our Customer Service team + 639560588576
- Provide our Customer Service team your order details and reason for returns.
- Print out your return form(s) that will be provided by our Customer Service team via email.
- Insert your return form into the return parcel, then seal the parcel.
- Proceed to the nearest post office to post back your returns.
- Take note of the tracking number stated on the shipping label provided by the postal service as reference.
When will I get my refund?
Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and it is confirmed that it fits within our returns policy. This quality check can take up to 2 weeks (or 14 days), though generally less.
Once the return has been approved, it would take 10-20 days for the refund to be made to your payment services provider (for example your credit card supplier). Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider. Generally, there will be a longer processing time for refunds if you made payment via Cash on Delivery.
If you made payments via Cash on Delivery, a secured refund form will be sent to you by our customer service agents where bank details are needed. It is important to ensure full and accurate bank account details (exact account name, bank name, account number) will be provided to avoid any unnecessary delays due to incorrect information. If you do not have a bank account, we will not be able to process a direct refund. You will receive a voucher of the refund value for your next online purchase instead, terms and conditions apply.
For further information and especially if you do not receive your refund within 30 business days, please feel free to call our on customer service team at +639560588576 and let the advisor know the details of your order and about your open question.
Why do I have to wait for Vision Express to receive my returned product(s) before I can get a refund?
Before we can start processing your refund, we need to make sure that your returned products meet our return conditions
As long as your product(s) meet the above criteria, we can reimburse your purchase price. If your returned product(s) don't meet the criteria above, we cannot accept the items and unfortunately will not be able to give you a refund.
Will you refund my shipping / delivery costs if I return my order?
We will refund full purchase price of the relevant product(s) returned to us excluding shipping charges (if any). We may refund shipping costs only for some return cases, example – Vision Express delivered the wrong item, item damage due to production process.
What do I do if my question isn't covered here?
If you cannot find the answer to your question here, we recommend you to contact us via
1) Live Chat: Look out for this Facebook Messenger icon on the bottom right of your screen. *Only available during office hours of 8:30am to 4:30pm
2) Call at: + 639560588576 (Please have your order number ready with your concern for us to address properly)
3) Email us at firstname.lastname@example.org -- we will respond within 48 hours.
Our customer service is available during office hours (Mon-Fri 8:30am to 4:30pm)
Our advisors will be happy to assist you.