Lab error — no charge
Power out of tolerance (ISO 21987), axis off, wrong material or coating, surface defect, lens edged off-size: we remake the pair at no charge, as a priority, and we pay the return.
Prescription change — 50%
If the prescriber changes the prescription within 60 days of shipping, the pair is remade at 50% of your rate, once. Beyond 60 days, at the regular rate.
Clinic entry error — 50%
A power, PD, height or frame measurement entered incorrectly in your account: the pair is remade at 50% of your rate, within 30 days.
How to request a remake
From the order in your account, or by email to your rep with the order number. We answer the same business day. The original lenses are returned with the remake.