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Wilmer Optical Satisfaction Policy
Every pair of eyeglasses ordered from Wilmer Optical is custom made to order. Therefore, Wilmer Optical cannot refund any products that are not resalable or returnable to the manufacturer. We are happy to service all of our products, and guarantee their quality and workmanship. Wilmer Optical provides a limited warranty that protects against manufacturing defects in products associated with normal wearing conditions. Accidental breakage, abuse, or loss are not covered by this warranty. Warranties are only in effect for the duration offered by the manufacturer, are non-extendable, and begin at the time of the order. Please consult with a Wilmer optician to verify these details.
Doctors Changes and Non-Adapts:
Wilmer Optical will honor a one-time Rx change made by the Doctor up to 60 days following the original order. Subsequent changes will incur additional charges.
In the event that a patient does not adapt to a pair of prescription Progressive eyeglasses within 60 days, Wilmer Optical will remake the glasses (only one time) into a standard bifocal at no additional charge to the patient. No refund will be given for the price difference in materials.
Many disposable contact lenses and planned replacement contact lenses are eligible for a refund or store credit if returned within 45 days from the date of initial order. The boxes must be unopened and in resalable condition.
Most RGP and Daily Wear Vial contact lenses have a 45-day to 75-day warranty from the date of order, and are returnable for a refund or store credit. Vials must be returned with the contacts, and all lenses must match the micro barcode imprinted in the lens to be eligible for refund or credit. Any patient found to be fraudulently returning lenses not matching the order will immediately forfeit any and all refunds, and will be barred from future care at the Wilmer Eye Institute and Wilmer Optical.
Custom Contacts and Keratoconus Lenses:
Even though custom lenses are very expensive, most are not returnable or refundable. If the manufacturer allows any such returns, Wilmer Optical will convey this information to the patient and will honor the policy. Some manufacturers only offer a 50% credit if the order is changed or cancelled, and any additional cost are the responsibility of the patient.
Contact Lens Follow-Up Exams:
It is the responsibility of the patient to keep all contact lens follow-up appointments with their Wilmer provider. If a patient misses or fails to keep such appointments, Wilmer Optical cannot extend the return policy, and the patient will incur additional charges.
Please note Warranties are available only as the manufacturer policies permit, so Wilmer Optical and your Wilmer provider do not have the ability to make exceptions or changes.
Wilmer Optical Management
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