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Go to our Facebook page Go to our YouTube page Go to our Twitter page Live chat with our customer service Contact us at:
Haus 6
Hatzfelder Str. 161
42281 Wuppertal
Germany

Phone:1.269.290.7735
Fax: +1 866 894 2781
We can be reached at 1.269.290.7735 Click on icon for live chat with our customer service

Warranty and Return Policy

Sales Terms and Conditions, Warranty and Return Policy

Visio-Rx.com


 

General

  1. Visio-rx.com commits to a good faith effort to work with the Customer to make the Customer’s shopping experience with Visio-Rx.com as pleasant as possible.
  2. Sale of all merchandise viewed on Visio-Rx is subject to availability. If an item is out of stock, the customer will be informed as soon as possible.
  3. Goods that cannot be delivered to the customer shall not be charged.
  4. A purchase shall become effective upon receipt by the Customer of a purchase order confirmation from Visio-Rx.com and receipt of payment for such order by Visio-Rx.com.
  5. By entering into a sales transaction on Visio-Rx.com, the Customer affirms that these Sales Terms and Conditions shall be applicable to the sales transaction and any disputes as a result of such transaction.
  6. All information and details provided by the Customer (including but not limited to contact information, shipping address, payment details and prescription information) are up-to-date and correct.
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Description of Merchandise

  1. The description of the merchandise can be found on the Visio-Rx.com. Visio-Rx.com makes a good faith effort to ensure that the goods that are supplied are identical to those displayed and described on Visio-Rx.com. Nevertheless, there may be minor variations to the description and/or specification of the goods due to changes made by Visio-Rx.com and/or suppliers.
  2. During the ordering process, the Customer is requested to provide the correct eye prescription details. The prescription shall not be older than 2 years.
  3. Customer’s PD (pupillary distance) is an important value, and Visio-Rx.com recommends the Customer obtains this from his/her vision care provider. As an alternative, the Customer can use the online PD meter found on Visio-Rx.com. Visio-Rx cannot prepare any prescription glasses without an accurate PD value.
  4. Visio-Rx is not responsible for errors resulting from the Customer failing to follow the instructions on the website for a correct use of the online pupilometer.
  5. Customer must be over 18 years of age.
  6. The Customer is not (partially) blind.
  7. The customer is not suffering from a particular eye condition for which special care, treatment or advice is required or recommended.
  8. Customer does not have a problematic vision condition, for which customer would be best served in person by a dispensing optician.
  9. Any damages as a result of incorrect information provided by the Customer are the Customer’s responsibility.
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Delivery

  1. The items will be sent to the delivery address provided by Customer on the order form once payment has been received.
  2. The merchandise will be delivered as fast as possible, though minor delays may occur. The shipping date and time specified by Visio-Rx is only an estimate and is not guaranteed.
  3. Visio-Rx.com shall not be held responsible for any damages caused by delays in delivery of the merchandise.
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Inspection of Goods

  1. Upon receipt of the merchandise, the Customer is encouraged to carefully inspect the goods. If the goods are damaged or missing, please contact Visio-Rx.com. In such case, refrain from using the goods.
  2. Each pair of prescription glasses will include a confirmation of the prescription. Customer is encouraged to double check this confirmation against the prescription received from Customer’s eye-care professional. If the prescription does not match the prescription confirmation, please contact us, and refrain from using the glasses. 
  3. Customer will be liable for any loss or damage to the merchandise from the moment of delivery unless such loss or damage is covered by the Warranty Policy of Visio-Rx.com.
  4. Visio-Rx will not be liable for the Customer's shipping expenses for any return shipments, but may elect to do so depending on the specific situation, at the sole discretion of Visio-Rx.
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Price and Payment

  1. The price stated on Visio-Rx.com does not include any sales taxes (due where applicable).
  2. Shipping and handling fees are stated separately on the order confirmation.
  3. Accepted payment includes the following methods: (1) Credit cards: Visa / MasterCard / American Express / Discover; (2) PayPal®; (3) Personal check (subject to clearing of the check); (4) Money order.
  4. Payments are subject to authorization by the credit card issuer or PayPal®. Should authorization be declined, then Visio-Rx.com shall not be held liable for non-delivery of any ordered goods.
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Resale of Merchandise

  1. The merchandise is prepared specifically for the Customer and is not intended for resale to the public.
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PD Meter Rentals

  1. If you choose to rent, then the PD meter can be used for a full 2 day period, after which the PD meter is returned. Extra days are possible at $5 each.
  2. Rental costs $19.80 and includes outbound shipping. Return shipping is for your account (average of $8, package priority mail).
  3. When renting the PD meter, your order will be placed on hold. The meter will be shipped out to you, and you will have full use of the meter for 2 days. Instructions on providing us with the PD readings will be included.
  4. Due to PD meter theft in the past, we were forced to implement the following policy: Your order will remain on hold until the PD meter is received back at the Visio-Rx office. We apologize in advance for the 2 day delay this will cause.
  5. Any unreturned PD meter will be subject to an $80 fee.
  6. Any order related to an unreturned meter will not be released of its hold until either:
    1. The meter is returned
    2. The $80 fee has been paid
  7. Any order related to an unreturned meter will not be eligible for a refund unless either:
    1. The meter is returned
    2. The $80 fee is withheld from the refund.
  8. We highly recommend saving the tracking number provided by USPS in a safe place until you have received your order. In the event the meter does not arrive at our office, this tracking number will be needed for further processing and investigation.
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Telephone Call Recording

  1. Phone conversation with Visio-Rx.com staff may be recorded for training purposes or for future use.
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Return Policy

  1. In case the Customer wants to return merchandise, a Returned Merchandise Authorization (RMA) number shall first be requested from Visio-Rx. Returns shall be sent following specific instructions on Visio-Rx.com or as received from Visio-Rx staff.
  2. Visio-Rx commits to a good faith effort to resolve any problems that the Customer may encounter with merchandise supplied by Visio-Rx.
  3. No Quibble Return Policy:
    1. During the first 7 days after receipt of the merchandise, customer shall have the option to return the merchandise for a refund, no questions asked, subject to the restocking charge policy in place.
    2. Any complaint regarding to lenses with wrong prescription as perceived by the customer must be reported to Visio-Rx within 7 days of receipt. Customer is responsible for having the glasses inspected and compared with customer's prescription by their eye care professional prior to returning glasses due to a perceived mistake in prescription.
    3. Returns shall require a Returned Merchandise Authorization (RMA) number, which can be requested from Visio-Rx.com via email, chat, or phone.
    4. Return shipping charges shall be for account of the Customer, unless specified differently by Visio-Rx.com at its sole discretion.
    5. Returns shall include all accessories that were supplied free of charge (e.g. case, cloth, tool, etc.).
    6. The frame shall be returned in an unused, “as new” condition, without any damages or signs of wear.
    7. The No Quibble Return Policy shall be limited to two frames in any two week period.
  4. Visio-Rx will not be liable for the Customer's shipping expenses for any return shipments, but may elect to do so depending on the specific situation, at the sole discretion of Visio-Rx.
  5. Any glasses returned due to cosmetic dissatisfaction are subject to the restocking charge policy.
  6. Any glasses that are damaged upon receipt will be covered by our One Year Manufacturer's Guarantee.
  7. If a mistake was made during the order process by the customer, a 40% restocking fee will apply on the lens upgrades.
  8. Restocking charge
    1. A restocking fee will be charged by Visio-Rx on upgrades of lenses (which shall mean any lenses that are different from the clear 1.50 and 1.57 index lenses that are included in the base price for an eyeglass frame). The restocking charge amounts to forty percent (40%) of the price paid for the lens upgrade.
    2. After check-out, customers will be presented with the possibility to upload pictures to enable Visio-Rx to precisely fit the lenses. These pictures are crucial to enable correct vision through and fitting of the glasses. Return rates of glasses with lenses placed based on average values are much higher; hence, a restocking charge of 50% of the value of the glasses purchased will be due in case the customer decides to not provide the requested fitting pictures.
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Liability

  1. Under no circumstances shall Visio-Rx.com, or its employees, agents or subcontractors be liable to the Customer for any business interruption, loss of use, income, data, profits, contracts, goodwill or anticipated savings. Nor shall Visio-Rx be responsible for any consequential damages of any nature, or any punitive damages.
  2. The maximum liability of Visio-Rx (including that of its employees, agents, or subcontractors) to the Customer in connection with any physical damage caused to the Customer, Customer’s property or any third parties as a result of actions or omissions by Visio-Rx.com shall not exceed $5,000 for any order supplied by Visio-Rx to Customer.
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Selection of Frame and Lenses

Before you select the frames and lenses for your glasses, there are several things which need to be considered. It is important that you describe to us the kinds of activities that you plan to undertake while wearing your glasses. If you will be wearing glasses at work, we need to know if there is a risk of injury to you from flying objects that could strike a lens and break it.

If your job requires the use of safety glasses, you must tell us because special frames and lenses must be used. If you plan to wear your glasses while playing sports, please let us know so that we can help you select frames and lenses that will not create a risk of injury. In fact, if you participate in any activities that could potentially cause eye injury, you need to describe these activities to us so that we can advise you. Although no glasses are unbreakable, there are important differences between lenses and frames that make some glasses more protective when compared to others. We are here to help you choose the glasses that best satisfy your needs.

People who we advise to only use Polycarbonate, Trivex or Xirm lens materials include (but are not limited to):

  • Monocular persons;
  • Athletes and people engaged in any kind of sports with even the remotest possibility of eye injury;
  • Workers whose occupations place them at special risk for injury (e.g. police);
  • Children;
  • Individuals with compromised corneas (e.g., RK, LASIK, penetrating keratoplasty.

Lenses

A very important part of selecting your glasses is the choice of lens material. There are several different materials to choose from, and each has advantages and disadvantages, which are described below.

  • Plastic - scratches more easily than glass, but lighter; impact resistance is similar to glass.
  • High index plastic - used for high prescriptions because lenses are thinner and much lighter than other materials; withstands impact a little better than regular plastic; good for sunglasses.
  • Polycarbonate, Trivex or Xirm plastic - are mid to high index materials which are much more impact resistant, which makes it the best choice for ocular protection; scratches more readily than glass but like other plastic materials is light and thus appropriate for high prescriptions; makes good non-prescription sunglasses too.

Frames
Another important consideration is the frame you select for your glasses. It should fit properly, be comfortable, and compliment your appearance. It should also be safe. There are three basic categories of frames from which to choose.

Dress—these are the frames worn for everyday activities that do not pose a risk of injury; the great majority of frames serve this purpose, being suitable for wear at home, at work, and during play.
Safety—some frames have been specially designed to provide protection in the workplace; they can be identified by a “Z-87” logo on the frame; lenses for these frames must be of a certain thickness and have a special design in order for them to meet the requirements for “safety glasses”.
Sports—eyewear for high risk activities such as racquetball, squash, baseball, basketball, and football must meet special design standards and be made of polycarbonate plastic; frames must meet the standards of “ASTM F-803” to provide optimum protection.

Please consider carefully your needs for both frames and lenses. Based on these needs, we will be pleased to advise and assist you in the selection of the eyewear most suitable for you. Visio-Rx cannot be held liable or responsible in any manner for a failure of any customer to fully disclose any of the conditions referred to in this paragraph, or other conditions which may be required for Visio-Rx to know to assist in the prescription of correct frames and lenses.

 

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Warranty Policy

  1. No Quibble Return Policy:
    1. During the first 7 days after receipt of the merchandise, customer shall have the option to return the merchandise for a refund, no questions asked, subject to the restocking charge policy in place.
    2. Returns shall require a Returned Merchandise Authorization (RMA) number, which can be requested from Visio-Rx.com via email, chat, or phone.
    3. Return shipping charges shall be for account of the Customer, unless specified differently by Visio-Rx.com at its sole discretion.
    4. Returns shall include all accessories that were supplied free of charge (e.g. case, cloth, tool, etc.).
    5. The frame shall be returned in an unused, “as new” condition, without any damages or signs of wear.
    6. The No Quibble Return Policy shall be limited to two frames in any two week period.
  2. Quality warranty:
    1. Visio-Rx warrants its products for a period of 12 months against all workmanship and material defects.
    2. Returns shall require a Returned Merchandise Authorization number, which shall be requested from Visio-Rx.com.
    3. Return shipping charges shall be for account of Visio-Rx for United States customers. Return shipping costs for customers outside of the United States shall be for account of the customer.
  3. Lowest price guarantee
    1. Should the Customer, within 1 month of purchase, find an identical pair of glasses (i.e. same brand frame and lenses) anywhere else for a price that is lower than the price paid at Visio-Rx.com, then the Customer shall be entitled to an immediate refund of 125% of the price difference.
  4. Restocking charge
    1. A restocking fee will be charged by Visio-Rx on upgrades of lenses (which shall mean any lenses that are different from the clear 1.50 and 1.57 index lenses that are included in the base price for an eyeglass frame). The restocking charge amounts to forty percent (40%) of the price paid for the lens upgrade.
    2. After check-out, customers will be presented with the possibility to upload pictures to enable Visio-Rx to precisely fit the lenses. These pictures are crucial to enable correct vision through and fitting of the glasses. Return rates of glasses with lenses placed based on average values are much higher; hence, a restocking charge of 50% of the value of the glasses purchased will be due in case the customer decides to not provide the requested fitting pictures.
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Contract Parties

  1. Purchase of any products on Visio-Rx.com is a transaction between the Customer and Visio Global Services Inc., a Panama corporation.
  2. Any sales transaction (which shall include subsequent delivery and use of the goods) by Visio-Rx.com is governed by the laws of the Republic of Panama.
  3. The terms “Visio-Rx.com” and “Visio-Rx” in these Sales Terms and Conditions shall be interpreted as a website owned by Visio Global Services Inc. referred to in 1 above, and shall hence equate to Visio Global Services Inc.
  4. This agreement is personal to the Customer and may not be transferred to any other person or entity.
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