WARRANTY
WARRANTY PERIOD
How long is the warranty period for frames, lenses, and contact lenses?
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.
The warranty period is already over, do you offer warranty extensions?
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.
WARRANTY COVERAGE
I lost my glasses. Am I covered by the warranty?
No, our warranty does not cover theft, loss or misplacement.
The lenses have scratches. Does the warranty cover this?
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.
The prescription on the lenses is uncomfortable to my eyes. Can I make an exchange?
Yes, we provide a one-time complimentary exchange if you experience discomfort in your vision within 14 days from date of dispensing.
My grade got higher, does the warranty cover this?
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.
REPAIR & MAINTENANCE
Can I have maintenance services done at any Vision Express, Trendy by Vision Express, Eye Society, and Aojo store other than the one where I made the 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.
The nose pads, nose-pad screw, and hinge screw have come off. Can you fix it?
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.
TERMS & CONDITIONS
What are the terms and conditions of the warranty on the lenses?
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)
What are the terms and conditions of the warranty for the frames and suns?
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
What are the exclusions on the warranty for lenses? (Frames & Suns)?
Here is the list of exclusions on the warranty coverage for lenses;
- Scratches on Tinted / Sun Lens
- Damages Caused by the Following:
- Accidents
- Deliberate misuse
- Negligence
- Strong impact or dropping of the item
- Improper use or storage
- Unauthorized modification or repairs
- Wear and tear
- Change of Mind
How long is the warranty period for the Contact Lenses?
We have a 12-month limited warranty period and limited to damage/s due to manufacturing defects and discomfort.
- Manufacturing defects refers to:
- Incorrect prescription
- Unsealed/damaged contact lens container upon opening the package.
- Adaptation issues (14 days upon the purchase of the item)
What are the exclusions in the warranty for Contact Lenses?
Exclusions on the warranty includes the following;
- Damaged packaging (box packaging)
- Damages caused by the Following:
- Accidents
- Deliberate misuse
- Negligence
- Strong impact or dropping of the item
- Improper use or storage
- Unauthorized modification or repairs
- Wear and tear
- Change of Mind
How long does it take for my item to be replaced?
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
How many times can I claim a warranty on my purchase?
We only allow one time claiming for warranty related claims.
Is the warranty claim valid at any Vision Express, Trendy by Vision Express, Eye Society and Aojo store?
While we highly encourage our customers that all claims should be processed from the store where it was purchased, we also allow if you are going to file your claim in a different store. We also recommend to register your product warranty online right after the purchase to avoid any inconvenience:
- You will provide the following requirements upon when filing a warranty claim in our store;
- Valid ID
- Sales Invoice
- Customer Report (To be accomplished in the store)
Do you allow refund instead of replacement?
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)
How long until I get my refund back?
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
I lost my sales invoice. Is my eyewear still covered by the warranty?
Customer must present tape receipt/sales invoice. Valid ID may be presented in the absence of TR/SI.