365-Day Return Policy
Contact lenses may be returned within 365 days of purchase provided they are unopened, unmarked, undamaged, unexpired, and in original condition with packaging. Such returns will receive credit in full, excluding any shipping charges. If you are unhappy with your product for any reason we will offer a full refund minus shipping charges provided the product is sent back in its original condition. For returns past 30 days, a 10% restocking fee will apply. We cannot accept opened boxes of contact lenses or vials, as we are unable to return these to the manufacturer. The following lenses are also non-refundable and non-exchangeable because they are custom made to order by the manufacturer: Proclear Toric XR, Proclear Multifocal XR, Proclear Multifocal Toric, Frequency 55 Toric XR, Encore Toric XR, and Vertex Toric XR. Discontinued items are also non-refundable.
In the unlikely event you receive a defective lens, do not throw the lens away. It may need to be returned to the manufacturer for analysis. Provided the lens manufacturer agrees the lens is defective, a replacement lens will be issued at no cost. Please note that defective lenses may only be exchanged for the exact same lens and prescription. We cannot issue refunds for defective items.
Returns are only accepted after they have been authorised by a member of the customer care team. In order to get an authorisation, contact our customer care team by email and include your name, order number, and the reason for the return. Our customer care team will issue you a Return Merchandise Authorization (RMA) number and the return procedure. This RMA number should be written prominently in the address portion of your return package.
Cancelled / Refused / Return to Sender
We are dedicated to providing the best customer service to all of our customers. We pride ourselves on our ability to quickly and accurately process all orders. If you have any questions regarding your purchase, we will do everything we can to address your concerns. If you wish to cancel your order for any reason, please contact us as soon as possible. As a vast majority of in-stock items ship within 24 hours, it is imperative that you contact us so we may attempt to cancel your order before it is processed and/or shipped. If your order has been processed and dispatched we will not be able to cancel your order. We apologize for any inconvenience this may cause.
What happens if my order has already shipped?
If your order has been shipped, you can send it back for a refund minus the delivery charges up to 30 days after the order date. Items can be returned up to 365 days of the original order date however, a 10% restocking fee will apply for returns done past 30 days. Please note that customers are responsible for all charges associated with the shipping and return shipping of goods back to VisionPros. All shipping fees are non-refundable.
We do not offer exchanges at this time. Please see our return policy above on how you can get a refund for your order. We will process a refund to the original form of payment once we receive your order back.
Note: Please allow up to 10 business days for your return to process from receipt of the returned merchandise.