We also wear glasses and know that sometimes life just happens. If you accidentally damage your glasses within the first 12 months after receiving them, we will replace them with the same frame, lenses, and prescription. No questions, no co-payment.

To avoid confusion, how it works:

• the reason we have the policy is to change a negative conflict situation with the customer to a positive word-of-mouth marketing experience.
• we don’t want to get into an argument with the customer about whose fault it is, and who is going to pay for it but rather overwhelm them with kindness.
• if the patient ACCIDENTALLY broke the frame, scratched a lens because it fell, or the dog chewed it, or the grandchild broke it…we will gladly fix/replace it for them.
• we only replace the exact same frame, lenses, and prescription. If the same frame is no longer available, we can replace it with another frame of the patient’s choice – if the lens is the problem, we only replace the lens.

the warranty does NOT apply for usual wear and tear damage and scratches.

Happy Customer Guarantee (Non-adaption guarantee)

If you are struggling to adapt to your new lenses – we’ll give you up to 60 days to come back and we will replace, change or refund your glasses to ensure you are a Happy Chappy.

Why we have it, and how it works:

• the reason we have the policy is to provide some reassurance that the glasses will do what we intend for them to do….solve the patient’s problem.
• you can imagine if you had to spend R2750 or more on something, you don’t want to end up wasting your time and money and still feel dissatisfied.
• we also know that people differ, and their ability to adapt is not all the same – we also know that sometimes we prescribe a multifocal, and it does not work…so we want our patients to have the liberty to return and know we will change it to a simpler / alternative option…and if that doesn’t help either, we will gladly return their money.

The goal is Customer Satisfaction. Always!

It’s not worth getting into an argument, or disagreement… let’s rather overwhelm them with kindness and show that we are different (because we are).