Refund policy

Visio Boutique Inc – Return & Refund Policy

Thank you for trusting us with your vision. We want you to see clearly and be completely satisfied with your purchase. Because prescription eyewear and contact lenses are medical devices tailored specifically to you, our refund and exchange policy is outlined below.

1. Prescription Eyeglasses & Custom Lenses

Because prescription lenses are custom-manufactured to your exact specifications, we cannot offer full cash refunds on custom-made lenses once production has begun. However, we offer the following guarantees to ensure you love your glasses:

• Prescription Adaptation Guarantee: If you are having trouble adapting to your new prescription lenses, please visit us within 60 days of pickup. We will troubleshoot your vision and provide a one-time lens remake at no additional charge. If the prescription was written by an outside doctor, we require an updated prescription from them before processing the remake.

2. Contact Lenses

Contact lenses are federally regulated medical devices. For your safety, we can only accept returns or exchanges under the following conditions:

• Unopened Boxes: You may return or exchange contact lens boxes within 30 days of purchase for a full refund or store credit.
• Condition Requirement: Boxes must be completely unopened, unmarked, undamaged, and in their original sealed packaging. We cannot accept returns on individual lenses or boxes that have been written on or taped.
• Prescription Changes: If your prescription changes within 6 months of your purchase from us, we will exchange your unopened, unexpired boxes for boxes matching your new prescription, provided we still carry the brand.
• Custom/Made-to-Order Lenses: Rigid Gas Permeable (RGP) lenses, custom toric lenses, or special-order prosthetic lenses are non-refundable and non-exchangeable once ordered.

3. Non-Prescription Items (Sunglasses & Accessories)

• Ready-to-wear, non-prescription sunglasses, lens cleaners, cords, and cases may be returned for a store credit or exchanged within 14 days of purchase.
• Items must be accompanied by the original receipt and include all original packaging, cases, and cleaning cloths in pristine condition.

4. Warranty & Damage

• Manufacturer Defects: Depending on the frame and lens package you choose, frames and lens coatings may be covered under a 2 year manufacturer warranty against defects (e.g., peeling coatings, faulty hinges). This warranty does not cover accidental damage, scratches from normal wear and tear, stepping on glasses, or loss.
• Patient's Own Frame (POF): If we place new lenses into a frame that you brought in yourself, we take the utmost care, but we do so at the patient's own risk. We are not responsible if your personal frame breaks during the lab insertion process.

5. How Refunds Are Processed

• Refunds will be issued as full refund or store credit depending on the purchase made.
• Please allow 3–7 business days for electronic refunds to reflect on your statement.
• Shipping fees (if applicable) are non-refundable.