Optical Product Return and Refund Policy

1. Returns and Exchanges

We understand that sometimes circumstances change, and you may need to return or exchange your eyeglasses or contact lenses. However, due to the custom and medical natures of the products, we have a strict no refunds policy for eyeglasses and contact lenses. This means that we do not provide monetary refunds for these products once the manufacturing process has begun. If a patient desires to add or remove features to their order, we will be happy to accommodate that request within 30 days of purchase. For any features that you wish to add to your original order, we require full payment to be made for the upgrade before we initiate the order processing. This policy applies to both new items and any modifications or upgrades to your existing order. Due to lab pricing structures, we cannot offer refunds when we accommodate lens style downgrades or feature removal requests.

2. Prescription Accuracy

It is essential to ensure the accuracy of your prescription before placing an order. We rely on the prescription provided by your licensed eye care professional. However, we will agree to perform a one-time prescription change remake for lens orders, provided the change is requested within 60 days from your original date of purchase. Prescriptions that are provided by Brown’s Eye Center doctors, but filled at outside establishments are subject to the return/refund policy of that establishment.

As stated, if you experience a change in your prescription within 60 days of your purchase, we offer a one-time exchange for eyeglasses and contact lenses with the updated prescription. The following conditions apply:

• The new prescription must be provided by a licensed eye care professional.
• The exchanged product must be in its original condition, including packaging and accessories.

Any price difference between the original and exchanged product will be the customer’s responsibility. Due to lab pricing structures, we cannot offer refunds in the event a replacement product is less expensive than an original product.

For Contact Lens prescription changes, we will gladly replace any unopened/undamaged boxes of contact lenses and replace them with your updated prescription. Exchanges due to brand or manufacturer changes may require additional out of pocket costs to the patient. In the event the replacement lenses are less expensive than the original lenses, a refund will be issued via our normal refund process. Due to distributor policies, we cannot offer refunds on opened boxes of contact lenses.

3. Manufacturing Defects

In the rare event that you receive eyeglasses or contact lenses with manufacturing defects, we will gladly repair or replace them at no additional cost to you. Manufacturing defects include but are not limited to:

• Lens or contact lens defects in manufacturing.
• Frame defects (e.g., loose screws, missing emblems)
• Coating defects (e.g., anti-reflective coating issues)

To request a replacement due to a manufacturing defect, please contact our customer service team within 60 days of receiving your order.
Physical damage caused to frames and/or lenses (such as broken temples or lens scratches) is not covered by our defect policy but can be covered under our optional damage protection plan that is available for purchase at an additional cost.

4. Non-Prescription Eyewear

For non-prescription eyewear, such as sunglasses or fashion glasses, we offer a standard return policy. You may return these products within 14 days of purchase for a refund, minus any shipping fees. All packaging, cases, additional lenses and paperwork must be returned with the product. Product must be in undamaged condition and good working order.

Thank you for choosing Brown’s Eye Center for your eyewear needs. We appreciate your business and look forward to serving you in the future.