Prescription Accuracy

We stand by the accuracy of our prescriptions. Whether contacts or glasses, if you experience issues with your vision or eye comfort through new lenses, please return within 30 days of receiving your eyewear for an evaluation. If the new eyewear fails to achieve the same level of visual acuity found upon initial examination, we will make any necessary adjustments or remakes at no additional charge.

What is not Covered:

1. Outside Prescriptions:

Unfortunately, mistakes happen and we are only able to guarantee our own work. So if a patient experiences difficulties with a prescription obtained from another provider, any desired lens replacements will be at full MSRP less applicable insurance discounts.

2. Historical Overpower:

If upon initial examination, a patient is found to have been prescribed more powerful lenses than necessary from an outside provider in the past, and elects to remain or return to that incorrect prescription, any desired replacements will be at full MSRP less applicable insurance discounts. 

3. Working Distance:

Because the focus of a lens is relative to a specific distance, we prescribe lenses based on anatomical and industry-standard working distances.  If discomfort results from the patient requesting the prescription to be changed, any desired replacements will be at full MSRP less applicable insurance discounts.

4. Distortion:

While we select the lens designs that minimize distortion, distortion is present in all lenses. Thus it’s impossible to guarantee distortion won’t be experienced and no lenses may be returned due to image warpage, peripheral blur, or distortion. However, a patient may choose to change to a different lens design at full MSRP less applicable insurance discounts.

Prescription Eyeglasses and Sunglasses

Frame Satisfaction Guarantee: 

Our highly trained stylists are phenomenal at understanding everyone’s unique style preferences and finding frames to match. However, if a patient changes their mind and wishes to change styles, frames may be exchanged 14 days after they have been picked up, but must be returned in original condition. 

If a frame breaks due to defects in manufacturing within 30 days of pick up, it may be exchanged for a new frame at no charge. 

However, accidental breakage including, but not limited to, scratching, dropping, bending, snapping, or biting a frame will require the purchase of a new frame at full MSRP less applicable insurance discounts regardless of purchase date. 

Custom frames are non-returnable and non-refundable.

What’s not covered:

If the office is notified of the desired change before the lenses have been cut at the laboratory, frames may be exchanged for another style. Any differences in cost will be adjusted at the time of exchange. 

However, if the lenses have been cut, patients must pay the full MSRP less applicable insurance discounts for the new lenses in addition to any adjustment in frame cost. 

Contact Lenses

Prescription Issues

If the prescription given upon initial examination is deemed inaccurate (see above) within 30 days of purchase, we offer an exchange on unopened, undamaged boxes of lenses. 

Damaged Lenses

Should any contact lenses be defective or damaged, they may be returned for an exchange within 30 days of purchase.

Returns Due to Discomfort

If you experience discomfort or intolerance with a new brand or type of contact lens, you may exchange unopened boxes within 30 days for a different type, subject to the doctor’s recommendation.

Lens Enhancements and Coatings

We do not offer returns on coatings (e.g., anti-reflective, blue light filtering) unless there is a defect in the application or quality. Any coating-related issues must be addressed within 30 days of pickup.

Scratch Warranty

A scratch warranty may be purchased at the time of frame selection. 

The scratch warranty warranty shall be good for the one time or two time replacement of the lenses within one or two full calendar years from the date of purchase depending upon selection. Regardless of the cause of the scratch, the warranty guarantees the replacement of the lenses in the selected quantity for the selected duration in the original prescription. If the patient requires or elects to update their prescription, a new lens and warranty must be purchased at full MSRP less applicable insurance discounts.

Non-Prescription Sunglasses and Accessories

Non-prescription sunglasses and accessories may be returned in unused, original condition within 14 days of purchase for an exchange or store credit only. No refunds or returns will be accepted after that time.

Refund Policy

Refunds are typically issued in the form of store credit. Cash refunds are only provided in cases when cash was the original tender. 

All optical lenses are custom made to each person’s prescription and chosen frame shape. Any lens or lens and frame combination (except custom frames) may be refunded before the lenses are cut at the laboratory. 

However, once the lenses are cut, patients may only exchange the lenses according to the above policy, but no refunds will be issued once the lenses have been made. 

Additional Notes

• Receipts are required for all returns and exchanges.

• Custom Orders and items not stocked in our practice are non-refundable.

• Insurance Orders may be subject to the terms set by your insurance provider; we recommend verifying details with your provider in advance.

If you have any questions or concerns regarding these policies, please feel free to contact us at 615-988-5356 or info@resolutioneyecare.com. We’re here to help ensure you have the best experience with our products and services!