When Returning Any Product to Us
§ Whatever your question about remakes, replacements under warranty, or receiving credit, we hope you’ll find the answer here. But if you don’t, just call us to get your question answered (by a real person!) We’ll always be happy to hear from you.
§ We want to get your credit issued or your job remade in the shortest possible time. You can help us do that by following the guidelines below.
§ For further information about our warranties, and about returning specific types of jobs to us, please see the appropriate section below.
AR Coat Warranty
Doctor’s Change/Ordering/Phone Errors (Non-Progressives)
Progressive Lens Non-Adapts & Fitting Changes
Cancellations
Invoice Research Charges
Wearer Protection Plan Option
§ If our lab makes an error, we want to get it corrected for you as swiftly as possible. The following will help us do that:
§ Please use the convenient “Credit/Remake” form attached to your invoice when returning lab errors to us.
§ Please make sure to mark the job to the attention of Quality Control.
§ If you spoke to someone at our lab about a lab error before returning the job to us, please indicate that you’ve done so, or mark the job to that person’s attention.
§ If ordering a replacement for a lab error over the phone, please make sure to give your ] clerk the original job ID number and shipping date.
§ All factory scratch-coated lenses are warranted by the lens manufacturer for up to one year from the shipping date of the original order.
§ Balester will supply no charge replacement lenses during that period, provided that:
§ The new lenses must be exact duplicates of the original order (same Rx frame, PD’s, etc.)
§ New lenses will be provided at no charge only once during the warranty period (i.e., one year from the shipping date of the original order.)
§ To avoid the Invoice Research Charge when ordering replacement lenses under this warranty, please include a copy of your original invoice and/or the Credit/Remake form that was attached to it.
§ All AR coated lenses sold by us, whether factory AR coated by the manufacturer, AR coated in our in-house facility, or outsourced to outside AR facilities, are covered by the following warranties:
§ Defective Coating: In case of defects in the AR coating, such as crazing or peeling:
§ Balester will supply no charge replacements for two years from the shipping date of the original order, provided that the new lenses must be exact duplicates of the original order (same Rx frame, PD’s, etc.)
§ Please note that the manufacturer of Crizal®, Crizal® Alizé™, and Crizal® Avancé™ with ScotchGard warranty their AR coatings against defects “for the life of the lens,” which may exceed two years as long as the new lenses are exact duplicates of the original order. This warranty also applies to the Crizal®, Crizal® Alizé™, and Crizal® Avancé™ with ScotchGard done in-house at Balester Optical.
§ To avoid the Invoice Research Charge when ordering replacement lenses under this warranty, please include a copy of your original invoice and/or the Credit/Remake form that was attached to it.
§ AR Scratch Warranty: If any AR coating supplied by us is applied to lenses that have been factory scratch-coated by the manufacturer, then the lenses are warranted by us against scratching for up to two years from the shipping date of the original order, provided that:
§ The new lenses must be exact duplicates of the original order (same Rx frame, PD’s, etc.)
§ New lenses will be provided at no charge only once during the warranty period, unless they are AR coated with Crizal® Alizé™, or Crizal® Avancé™ with ScotchGard. Please note that the manufacturer of Crizal® Alizé™, and Crizal® Avancé™ with ScotchGard warranty their AR coatings against scratches “for the life of the lens,” which may exceed two years as long as the new lenses are exact duplicates of the original order. This warranty also applies to the Crizal® Alizé™ and Crizal® Avancé™ with ScotchGard done in-house at Balester Optical.
§ To avoid the Invoice Research Charge when ordering replacement lenses under this warranty, please include a copy of your original invoice and/or the Credit/Remake form that was attached to it.
§ Balester will supply no charge replacements for 1.67 Index, Phoenix™, Polycarbonate, Trilogy™, Trivex™, and Resolution brand lenses against cracking or breaking for up to one year from the shipping date of the original order provided that:
§ The new lenses must be exact duplicates of the original order (same Rx frame, PD’s, etc.)
§ New lenses will be provided at no charge only once during the warranty period.
§ To avoid the Invoice Research Charge when ordering replacement lenses under this warranty, please include a copy of your original invoice and/or the Credit/Remake form that was attached to it.
§ Drilled rimless lenses made in any material other than 1.67 Index, Phoenix™, Polycarbonate, Trilogy™, Trivex™, or Resolution brand polycarbonate are not warranted, unless you are a participant in our Wearer Protection Plan program (see Wearer Protection Plan Option below).
Doctor’s Change/Ordering/Phone Error (Non-Progressive)
§ Doctor’s Changes and Ordering or Phone Errors on non-progressive lenses may be returned for remake for up to 30 calendar days from the shipping date of the original order.
§ Please note the following:
§ When ordering replacement lenses, please make sure to write “Doctor’s Change,” “Ordering Error” or “Telephone Error” on your order, along with the original job ID number and shipping date
§ If you order your replacements by phone, please supply the original job ID number and shipping date to your order clerk.
§ Replacement lenses will be invoiced at full price.
§ Please return the original lenses with copies of both the original and the replacement invoices, at which time we will issue 50% credit on the lowest-priced of the two orders.
§ If the necessary invoices are not provided, there will be a $2.00 (if less than 60 days from the shipping date of the original order) or $5.00 (if 60 days or more from the shipping date of the original order) charge for looking them up.
§ Please note that all orders placed by telephone are read back by our Rx clerks. Please make sure to listen carefully, and to make any corrections or additions at the time of order. Otherwise, remakes will be considered Phone Errors, not lab errors, and will be billed accordingly.
Progressive Lens Non-Adapts & Fitting Changes
§ Non-Adapts: Patient non-adapts may be returned for credit for up to 90 calendar days from the shipping date of the original order. Please note that:
§ We will issue full credit for the base lens price, and for any anti-reflection coating that was supplied by us.
§ No credit will be issued for miscellaneous charges such as drilling, tinting, edge polish, etc.
§ To receive your credit and to avoid the Invoice Research Charge, please return the lenses with either the Credit/Remake form and/or a copy of the original invoice.
§ Doctor’s Fitting Changes: Progressive lenses may be returned for up to 90 calendar days from the shipping date of the original order for fitting changes. Please note that:
§ New lenses will be provided at no charge only once during the warranty period.
§ To avoid the Invoice Research Charge when ordering replacement lenses or requesting credit under this warranty, please include a copy of your original invoice and/or the Credit/Remake form that was attached to it.
§ If you find it necessary to cancel a job after you’ve placed your order, please note the following:
§ All requests for cancellations should be called in to either Customer Service or our Lens Department.
§ Notify us as soon as possible! The sooner you do, the more likely we can stop the order before it gets into process.
§ If you sent your order to us via Vision Web, please keep in mind that Vision Web orders go into process very quickly. Call to cancel immediately for the best chance of avoiding any charges!
§ There may be a charge to cancel an order that is already in process. Please note:
§ If the lenses have not yet been processed and can be salvaged for use on another Rx we won’t charge you anything.
§ If the lenses have been surfaced but not edged, you will be billed 50% of our uncut price.
§ If the lenses have been surfaced and edged, you will be billed 50% of our finished ] price.
§ If you cancel after your order has already been shipped to you, you may return the order for credit. Please note that:
§ No credit will be issued unless the items are returned.
§ We will issue 50% credit for the lenses.
§ If we supplied a frame on the Rx and the frame came from a manufacturer we represent, we will issue credit for the amount billed, minus a $2.00 re-stocking fee.
§ We’re sorry, but we cannot accept for return or credit any special order frame, or any frame from a manufacturer we do not represent.
§ To avoid the Invoice Research Charge, please include a copy of your original invoice and/or the Credit/Remake form that was attached to it.
§ For your convenience, we provide a “Credit/Remake” form as part of every Rx invoice. Please note that:
§ To help us resolve the problem or issue your credit in the fastest possible time, all returns, whether for credit or replacement, should be accompanied by either the Credit/Remake form that was attached to your original invoice, or a copy of your original invoice.
§ If you do not provide these with your returned item, there will be a $2.00 (if less than 60 days from the shipping date of the original order) or $5.00 (if 60 days or more from the shipping date of the original order) research charge for looking up the original invoice(s).
§ Please note that this applies to all returns!
VBA (Vision Benefits of America)
§ VBA allows you to order discounted Doctor’s Change remakes and Rx “upgrades” for up to 60 calendar days from the shipping date of the original order.
§ Remakes are billed directly to your account, not to VBA, at a discount of 50% off Balester’s regular prescription price.
§ To avoid the Invoice Research Charge, when returning a VBA job to us for any reason, please include a copy of your original invoice and/or the Credit/Remake form that was attached to it.
§ We’re sorry, but Third Party Plan ]’s are not eligible for Balester’s Wearer Protection Plan.
§ For complete information regarding VBA allowances, policies, and procedures, please contact VBA directly
§ Please make sure that your patient is covered for all products and services you are ordering. If you order any non-covered item, VSP will refuse to pay for any part of your patient’s job. Your private account will then become liable for the entire cost of the Rx.
§ VSP allows you to order one remake at no charge for 6 months from the shipping date of the original order. Please note the following:
§ Changes in lenses — powers, axis, lens material, seg heights, PD’s, etc. — are covered.
§ Change of frame is not covered by VSP. However, Balester will honor our own “Doctor’s Change” warranty (see above) on frame changes on VSP jobs, for up to 30 calendar days from the shipping date of the original order. Please follow the same procedures for return outlined above, under the section entitled Doctor’s Change/Ordering/Phone Errors (Non-Progressives)
§ Lens scratching and/or breakage is not covered by VSP. However, Balester will honor our own “Scratch Warranty” where applicable, for up to one year from the shipping date of the original order. Please follow the same procedures for return outlined above, under the section entitled Scratch Warranty
§ To avoid the Invoice Research Charge, when returning a VSP job to us for any reason, please include a copy of your original invoice and/or the Credit/Remake form that was attached to it.
§ We’re sorry, but Third Party Plan Rx’s are not eligible for Balester’s Wearer Protection Plan.
§ For complete information on VSP’s allowances, policies, and procedures, please contact VSP directly.
§ All normal Balester Optical warranties apply to both e-doctor and Vision Source Rx’s.
Wearer Protection Plan Option
§ For information on how you can participate in our Wearer Protection Plan, please call us, or ask your Balester Sales Consultant.
§ Our Wearer Protection Plan warranty runs for one year from the shipping date of the original order. During that time, we will:
§ Replace broken lenses with lenses identical to those originally ordered, at no charge.
§ Repair or replace broken frames or frame parts, if purchased on original Rx, at no charge.
§ Only one repair/replacement will be allowed per item during the warranty period.
§ The Wearer Protection Plan does not cover loss.
§ If you need to return items covered by the Wearer Protection Plan, please note the following:
§ For repair or replacement, the broken items, along with a copy of the original invoice, must be returned to us.
§ If replacement parts have been supplied on memo, copies of both the original and the memo invoice must be returned with the broken material(s) in order for credit to be issued.
§ If the necessary invoices are not returned, there will be a $2.00 (if less than 60 days from the shipping date of the original order) or $5.00 (if 60 days or more from the shipping date of the original order) charge for looking them up.
§ Please note that third party prescriptions are not covered by our Wearer Protection Plan.
§ For complete details of Balester’s Wearer Protection Plan, please see our Prescription Price List for Edged/Assembled Lenses, page 7.
Uncut Protection Plan Option
§ For information on how you can participate in our Uncut Protection Plan, please call us, or ask your Balester Sales Consultant.
§ The Uncut Protection Plan warranty runs for ten working days (Monday through Friday) from the from the shipping date of the original order. During that time, we will:
§ Replace lens(es) spoiled by you with lenses identical to those originally ordered, at no charge.
§ Replace lens(es) spoiled through finishing errors on your part, including spoilage from errors in edging, layout, mounting, or tinting.
§ Only one replacement will be allowed per lens during the warranty period.
§ The Uncut Protection Plan does not cover scratches.
§ In case of spoilage, please note the following:
§ Please order replacement lens(es) via phone or fax.
§ Indicate that the new lens(es) will be covered under the Uncut Protection Plan, and supply the Job ID number of the original order.
§ The replacement lens(es) will be shipped to you ASAP. You will be billed full price for them.
§ To receive your credit for the replacement lens(es), you must return the spoiled lens(es), along with copies of both the original and the memo invoice.
§ If the necessary invoices are not returned, there will be a $2.00 (if less than 60 days from the shipping date of the original order) or $5.00 (if 60 days or more from the shipping date of the original order) charge for looking them up.
§ Please call us for complete details of Balester’s Uncut Protection Plan.
Frames on Rx's
§ If you send us a frame to be Rx’d, please note the following
§ Although every precaution is taken to avoid damage, we regret that we cannot be responsible for previously-worn frames which break in the process of inserting lenses or other handling.
§ New frames not supplied by us must be guaranteed against defects by your supplier, just as our suppliers guarantee ours.
§ If you wish to return a frame we supplied on an Rx please note the following
§ All frames returned for credit must be in 100% resalable condition.
§ If the frame came from a manufacturer we represent, we will issue credit for the amount billed, minus a $2.00 re-stocking fee within a 30 day period. Sales over 30 days old will be assessed a 20% restocking charge.
§ Please remember to provide either the Credit/Remake form and/or a copy of the original invoice, or the job ID number and shipping date.
§ If the necessary invoices are not returned, there will be a $2.00 (if less than 60 days from the shipping date of the original order) or $5.00 (if 60 days or more from the shipping date of the original order) charge for looking them up.
§ We’re sorry, but we cannot accept for return or credit any special order frame, or any frame from a manufacturer we do not represent.
Shipping and Insurance
§ We assume full responsibility for prompt, safe delivery of all eyewear shipped from our laboratory.
§ We’re sorry, but we cannot be responsible for anything shipped to us which we do not receive, or which we receive damaged.
Balester Optical Company
388 North River Street
Wilkes Barre, PA 18702
Phone: 570-824-7821 | 800-233-8373
Fax: 570-825-4275 | 800-548-3487
Email: info@balester.com