Warranty Returns Policy
Applicable to the Southern African Markets Only
Effective 1 September 2025
Dear Customer
Herewith are the updated guidelines of our warranty returns policy. Please ensure that you and your team familiarize yourselves with these guidelines so that credits can be processed quickly and effectively.
Warranty
- All merchandise carries a warranty against manufacturer’s defects for a period of 24 months (2 years) from the date of sale to the practice (NOT from date of sale to the patient).
- We will determine the validity of all claims and reserve the right to refer returned goods for technical assessment.
- We reserve the right to repair a frame before replacing it.
- Items damaged through misuse, abuse, neglect, or by customer/patient/lab error will not be credited.
Warranty Returns Procedure
- The relevant sales invoice to the practice must accompany all warranty returns.
- Goods will be assessed by us, then repaired or replaced accordingly.
- To maintain warranty coverage, please allow our Sales Representative/Agent to keep stock current and up to date. Please note that our warranty applies strictly for 24 months from the date of sale to your practice, not to your patient.
- The practice must clearly specify what is damaged. If a frame only requires a replacement part, please order the part. Should an item be repairable, we will repair it and return it to the practice. No credits will be processed for repairable frames.
- We do not arrange collection of faulty items. You may return items to us, and if a factory fault is confirmed, courier fees will be credited. If damage is due to misuse or neglect, courier fees will not be credited. Faulty stock may also be returned via your sales representative, but collections will only occur during their scheduled visits.
Thank you for your continued support.