Warranty

The warranty period is 12-month limited warranty period, and a lifetime maintenance service. Lifetime maintenance service is only applicable for frames, lenses, and sunglasses only.

No, we do not extend the warranty period beyond 12 months from the date of the purchase. Please note that for Tokai Lenses the warranty period is 24 months/2 years.

No, our warranty does not cover theft, loss or misplacement.

No, we do not include scratches in the coverage. However, we offer 30% off on the lenses replacement if your claim is not covered with the warranty as long as you will request the replacement within 12 months from date of purchase.

Yes, we provide a one-time complimentary exchange if you experience discomfort in your vision within 14 days from date of dispensing.

We do not accept changes in prescription, our warranty only covers adaptation issues with a period of 14 days from the date of dispensing. However, we offer 30% off on the lens replacement if within 12 months from date of purchase.

Yes, we offer lifetime maintenance services for free at any Vision Express, Trendy by Vision Express, Eye Society and Aojo store near you. Customers need to fill out a store waiver form for cleaning and adjustment services.

Yes, we are more than happy to help you fix the screws and replace the nose pads for free as this is inclusive of lifetime maintenance services (subject to availability of parts). This privilege includes ultrasonic cleaning.

We provide one-time only complimentary exchange of the lenses, here are the list of cases that is within the coverage of the warranty:

• Incorrect prescription
• Incorrect placing or mounting of lens in frame
• Poorly finished materials resulting in peeling, bubbling, or discoloration
• Non-adaptation (14 Days Adjustment Period Only)

We provide complimentary exchange if damage is due to manufacturing defect. You may choose any frame of the same value if your current frame is no longer in stock.

Manufacturing defects refers to:

• Broken hinges or temples
• Defects on frames or suns components such as crack or broken materials
• Missing frame decals
• Poorly finished materials resulting in peeling, bubbling, or discoloration

Here is the list of exclusions on the warranty coverage for lenses:

• Scratches on Tinted / Sun Lens
• Damages Caused by accidents, deliberate misuse, negligence, strong impact or dropping of the item, improper use or storage, unauthorized modification or repairs, and wear and tear
• Change of Mind

Here is the list of exclusions on the warranty coverage for lenses:

• Damaged packaging (box packaging)
• Damages Caused by accidents, deliberate misuse, negligence, strong impact or dropping of the item, improper use or storage, unauthorized modification or repairs, and wear and tear
• Change of Mind

We are always striving to give our customers the best experience as much as possible. As we don’t have a specific turnaround time in handling replacement as of the moment, we would like to assure you that our store employees will contact you to provide a status update or a notification once the processing of your claim is finished. You may also contact our customer service for further assistance on the following contact details:

Email: hello@visionexpress.ph
Live chat: https://visionexpress.ph/
Facebook: www.facebook.com/visionexpressph/
Instagram: @visionexpressph

We only allow one time claiming for warranty related claims.

While we highly encourage our customers that all claims should be processed from the store where it was purchased.

Yes, we allow refund requests for the following:

• Manufacturing defects (term coverage within 30 days from the date of purchase)
• Adaptation issues (14 days from the date of purchase)

The processing period of refund requests normally takes 30 days; however, this does not mean that the processing time will be maxed out. Our commitment is to ensure that our store personnel will provide timely updates regarding the progress as well as you may also contact our customer service for further assistance on the following contact details:

Email: hello@visionexpress.ph
Live chat: https://visionexpress.ph/
Facebook: www.facebook.com/visionexpressph/
Instagram: @visionexpressph

Customer must present tape receipt/sales invoice. Valid ID may be presented in the absence of TR/SI.