Retail Sales Policy
Updated 4/29/22
Terms of Payment: For any eyeglasses ordered, South Walton Eyecare prefers payment in full at the time of the order. Any remaining payments will be due when you pick up your eyewear order. For any contact lenses, full payment is required at the time of placing your order. Payment in full is required at the time of service for any goods or services rendered by the Doctor of Optometry located on the premises.
Appointments: Our office will require a minimum 72 hour notice to change or cancel any appointment. This is due to an increase in last minute cancellations, rescheduled and missed appointments. Less than 72 hour notice to cancel or change an appointment the patient or responsible party will incur a $75 fee that will be payable prior to future appointments. We appreciate your understanding. We are striving to more efficiently serve you.
Vision Insurance/Medical Insurance: Prior to the exam, contact lens purchase and glasses purchase, you must present the vision insurance to us to apply it to the order. We can not backdate a previous purchase to insurance.
Form of Payment: South Walton Eyecare accepts the following forms of payment: Cash and major credit cards issued in the United States. For major credit cards, South Walton Eyecare currently accepts Visa®, MasterCard®, American Express®, Discover® Card, and Care Credit.
Police, Firefighter, EMS, Military & Veterans Discounts: South Walton Eyecare proudly offer a 10% discount on frames for all active first responders (Police, Firefighter & EMS), all active federal law enforcement agencies (FBI, CIA, Homeland Security, Department of Justice), and all active or retired military service personnel (Army, Navy, Air Force, Marines, Coast Guard & DOD). This discount cannot be combined with any other discounts or insurances. Some product exclusions may apply. Please ask a staff member for additional details.
Frame Repair & Adjustment Policy: For our patients who have purchased their eyewear from South Walton Eyecare, we will endeavor to repair and adjust your eyewear free of charge for the length of the serviceable life of your eyeglasses. For any customers, who have purchased their eyewear at any outside vendor, we will also attempt to adjust or repair your eyewear as you request, however, a nominal charge of between five ($5 ) and fifty ($50) dollars may apply depending on the service required. Also, since we can’t stand behind the product of other vendors, any repair or adjustment will be done solely upon the customer accepting and acknowledging that they are solely responsible for any ensuing damage that may occur while the eyewear is being repaired or adjusted by South Walton Eyecare. For any eyewear that in the sole opinion of the Optician is in poor or questionable condition, we may require you to sign an “Patient Own Frame and Adjustment Waiver”. Basically, this will release South Walton Eyecare of any responsibility or liability should the frame, lenses or eyewear break during the repair or adjustment process.
Patient Own Frame Waiver: You are more than welcome to use your own frame and have us update your lenses for you with the most recent prescription that you have. Should you choose to do this, and the frame is damaged by the lab manufacturing your glasses, we are unable to replace the frame for you. The lab will be as careful as possible, but South Walton Eyecare is not responsible for any damage that may occur, including scratches, chips, warping, or breakage.
Patient Adjustment Waiver: We will be happy to adjust your frames as a courtesy. There will be a nominal fee if we need to replace any parts such as screws or nose pads. We will be as careful as possible, however, damage can and may occur when adjustments are made. Your signature verifies that you understand that South Walton Eyecare will not be responsible in any way for any damage that may occur. This waiver includes but is not limited to scratches, chipping, warping or breaking.
South Walton Eyecare 30 Day Satisfaction Guarantee on Eyewear Frames: Our patients are the reason we are in business. We truly want you to be thrilled with any eyewear frame purchase you make at South Walton Eyecare. If for any reason you are not satisfied with your eyewear frame purchase within 30 days of the dispense date, just bring it back and we will gladly exchange your purchase. You can exchange any frame for a frame of equal or lesser value. If you chose a frame that costs more, just pay the difference. No refunds will be given for the price differences in an eyewear frame if you select a frame of a lesser value. No additional remedies outside this Satisfaction Guarantee on Eyewear Frames is available, as all sales are final and no cash refunds will be issued for any eyewear frames purchased at South Walton Eyecare. Please see any additional applicable restrictions pertaining to Prescription Lenses, Contact Lenses and Progressive Lenses detailed in these Policies. This policy does not apply to insurance orders. See section below "Outside Optical Labs" for clarification.
Manufacturer’s Warranty: Manufacturer’s Warranty: Most of the frames that South Walton Eyecare sells come with a standard one (1) year from the date of purchase Manufacturer’s Warranty against defects in materials or workmanship. This warranty limits you to one free replacement of the product during the warranty period if available. If the product is not available a new frame may be chosen but that can result in an additional fee. Any warranty replacement will require a nominal fee to cover shipping, handling and optical lab servicing. Please be aware that these Manufacturer Warranties do not cover breakage, accidental damage, or abuse of the product. If you have any questions, pertaining to what the warranty is on your specific product selection, please ask the Optician. Lens Manufacturers typically have a similar warranty on their product against manufacturer defect, but vary by type and manufacturer. Most standard lens manufacturers do not cover for scratches, with a few notable exceptions. Our premium lens products typically come with a 1‐2 year manufacturer’s warranty against scratches. Please ask the Optician for the specific manufacturer warranties for the products you have selected for your eyewear.
Outside Prescriptions: South Walton Eyecare will gladly accept outside valid unexpired prescriptions to make your eyeglasses. Within 30 days of the purchase date, any eyeglasses made by South Walton Eyecare with an outside prescription can be remade one time subject to a doctor prescription change. For any change in doctor prescription greater than 30 days after the original purchase date, the patient will be fully responsible for the cost of any new lenses required to fulfill the change in prescription directed by the Doctor.
Internal Prescription Changes: South Walton Eyecare will gladly remake your eyeglasses with new lenses at no charge that is required as a result of prescription change directed by our Internal Doctor of Optometry within 30 days of your purchase date. Any prescription change directed by the Doctor of Optometry after 30 days of the purchase date, the patient will be fully responsible for the cost of any new lenses required to fulfill the change in prescription.
Progressive Lenses – Patient Non Adaptive: In the event that a patient does not adapt to a pair of prescription Progressive Lens within 30 days of the original purchase, South Walton Eyecare will remake the glasses into a standard pair of bifocal lenses or single visions lenses of similar quality at no additional charge to the patient. No refunds will be given for the price difference in materials.
Prescription Errors: South Walton Eyecare will remake any eyeglasses at no expense to the patient if there is any error from the valid prescription specifications supplied by the patient at the time of the order. Any remake will be with a lens of similar attributes, style and quality.
Outside Optical Labs: Some insurance programs require that South Walton Eyecare use outside optical labs for the manufacture of our patient eyeglasses. Since South Walton Eyecare has no control over these outside labs, these outside optical labs will solely be responsible for the repair or replacement of your eyeglasses according to their own warranty and return policies and procedures. South Walton Eyecare policies will be inapplicable when an outside lab is used to manufacture your eyeglasses. Furthermore, given that many of these outside optical labs have very high volumes of orders South Walton Eyecare is not in a position to provide you with any assurance of how long it will take to complete your order and receive your eyeglasses.
Eye Exam Services: No Refunds can be given on any Eye Exam Services or Goods provided by the Doctor of Optometry.
Contact Lens: Any returned product must be in the original unmarked boxes and in good condition for resale and must be returned within 30 days of the purchase date. If the boxes are damaged, marked or the general condition will not permit a resale of the product, no return credit will be issued. Opened boxes containing defective contact lenses returned within 30 days of the purchase date will receive 100% merchandise exchange. Any contact lenses not picked up at the office after ninety (90) days of receipt in the office may be subject to a $10 per box restocking fee and return of the product to the contact lens distributor. Please note any shipping charges for online orders are non‐refundable. For certain custom made contacts, the manufacturer may not permit any returns of product. In those instances, we will follow the manufacturer requirements for any returns of product.
Copies of prescriptions: In compliance with the FTC Contact Lens Rule effective October 16, 2020, we are happy to provide your finalized contact lens and glasses prescriptions to you on the day of your eye exam. Contact lens prescriptions will be provided once the fitting process is complete. You may also access your prescriptions on the patient portal.
Changes made to your contact lens prescriptions after 30 days: Once we finalize your prescription you will receive a copy of your contact lens prescription. You have 30 days from the original exam date to make any changes to the prescription. Any requests to change the originally prescribed contact lens prescription will incur a charge. This includes a change in modality from dailies to monthlies, to change the strength of the original prescription, to request to print out a previous prescription, or to finalize the prescription after 30 days.
Non‐Prescription Eyewear: Any non‐prescription eyewear returned within two weeks of the original date of purchase in good resalable condition, may qualify for a full refund minus a $10 restocking fee.
Prescription Eyewear: Every pair of eyeglasses ordered from South Walton Eyecare is a custom order made specifically to meet the fit and choices of each patient. We offer every patient our 30 day Satisfaction Guarantee on any eyewear frames purchased at South Walton Eyecare. For any prescription lenses, once they are cut to the eyewear frame, there is no return accepted on the lenses.
Online Ordering: By law, it is the requirement of the ordering optician to measure your "Pupillary Distance" when ordering your new glasses. This measurement is not a part of a routine eye exam. On-line eyeglass retailers, however, are obviously unable to provide you with the services of a live certified eye care professional to measure this necessary parameter for you when ordering. We are happy to provide you with the services of one of our eye care professionals to make this measurement for the online eyeglass retailer you are using. Since this is a service performed by one of our eye care professionals, on behalf of another retailer so that they do not have to incur the optician staffing costs themselves, we must charge a nominal $25 fee for this service.
Terms of Payment: For any eyeglasses ordered, South Walton Eyecare prefers payment in full at the time of the order. Any remaining payments will be due when you pick up your eyewear order. For any contact lenses, full payment is required at the time of placing your order. Payment in full is required at the time of service for any goods or services rendered by the Doctor of Optometry located on the premises.
Appointments: Our office will require a minimum 72 hour notice to change or cancel any appointment. This is due to an increase in last minute cancellations, rescheduled and missed appointments. Less than 72 hour notice to cancel or change an appointment the patient or responsible party will incur a $75 fee that will be payable prior to future appointments. We appreciate your understanding. We are striving to more efficiently serve you.
Vision Insurance/Medical Insurance: Prior to the exam, contact lens purchase and glasses purchase, you must present the vision insurance to us to apply it to the order. We can not backdate a previous purchase to insurance.
Form of Payment: South Walton Eyecare accepts the following forms of payment: Cash and major credit cards issued in the United States. For major credit cards, South Walton Eyecare currently accepts Visa®, MasterCard®, American Express®, Discover® Card, and Care Credit.
Police, Firefighter, EMS, Military & Veterans Discounts: South Walton Eyecare proudly offer a 10% discount on frames for all active first responders (Police, Firefighter & EMS), all active federal law enforcement agencies (FBI, CIA, Homeland Security, Department of Justice), and all active or retired military service personnel (Army, Navy, Air Force, Marines, Coast Guard & DOD). This discount cannot be combined with any other discounts or insurances. Some product exclusions may apply. Please ask a staff member for additional details.
Frame Repair & Adjustment Policy: For our patients who have purchased their eyewear from South Walton Eyecare, we will endeavor to repair and adjust your eyewear free of charge for the length of the serviceable life of your eyeglasses. For any customers, who have purchased their eyewear at any outside vendor, we will also attempt to adjust or repair your eyewear as you request, however, a nominal charge of between five ($5 ) and fifty ($50) dollars may apply depending on the service required. Also, since we can’t stand behind the product of other vendors, any repair or adjustment will be done solely upon the customer accepting and acknowledging that they are solely responsible for any ensuing damage that may occur while the eyewear is being repaired or adjusted by South Walton Eyecare. For any eyewear that in the sole opinion of the Optician is in poor or questionable condition, we may require you to sign an “Patient Own Frame and Adjustment Waiver”. Basically, this will release South Walton Eyecare of any responsibility or liability should the frame, lenses or eyewear break during the repair or adjustment process.
Patient Own Frame Waiver: You are more than welcome to use your own frame and have us update your lenses for you with the most recent prescription that you have. Should you choose to do this, and the frame is damaged by the lab manufacturing your glasses, we are unable to replace the frame for you. The lab will be as careful as possible, but South Walton Eyecare is not responsible for any damage that may occur, including scratches, chips, warping, or breakage.
Patient Adjustment Waiver: We will be happy to adjust your frames as a courtesy. There will be a nominal fee if we need to replace any parts such as screws or nose pads. We will be as careful as possible, however, damage can and may occur when adjustments are made. Your signature verifies that you understand that South Walton Eyecare will not be responsible in any way for any damage that may occur. This waiver includes but is not limited to scratches, chipping, warping or breaking.
South Walton Eyecare 30 Day Satisfaction Guarantee on Eyewear Frames: Our patients are the reason we are in business. We truly want you to be thrilled with any eyewear frame purchase you make at South Walton Eyecare. If for any reason you are not satisfied with your eyewear frame purchase within 30 days of the dispense date, just bring it back and we will gladly exchange your purchase. You can exchange any frame for a frame of equal or lesser value. If you chose a frame that costs more, just pay the difference. No refunds will be given for the price differences in an eyewear frame if you select a frame of a lesser value. No additional remedies outside this Satisfaction Guarantee on Eyewear Frames is available, as all sales are final and no cash refunds will be issued for any eyewear frames purchased at South Walton Eyecare. Please see any additional applicable restrictions pertaining to Prescription Lenses, Contact Lenses and Progressive Lenses detailed in these Policies. This policy does not apply to insurance orders. See section below "Outside Optical Labs" for clarification.
Manufacturer’s Warranty: Manufacturer’s Warranty: Most of the frames that South Walton Eyecare sells come with a standard one (1) year from the date of purchase Manufacturer’s Warranty against defects in materials or workmanship. This warranty limits you to one free replacement of the product during the warranty period if available. If the product is not available a new frame may be chosen but that can result in an additional fee. Any warranty replacement will require a nominal fee to cover shipping, handling and optical lab servicing. Please be aware that these Manufacturer Warranties do not cover breakage, accidental damage, or abuse of the product. If you have any questions, pertaining to what the warranty is on your specific product selection, please ask the Optician. Lens Manufacturers typically have a similar warranty on their product against manufacturer defect, but vary by type and manufacturer. Most standard lens manufacturers do not cover for scratches, with a few notable exceptions. Our premium lens products typically come with a 1‐2 year manufacturer’s warranty against scratches. Please ask the Optician for the specific manufacturer warranties for the products you have selected for your eyewear.
Outside Prescriptions: South Walton Eyecare will gladly accept outside valid unexpired prescriptions to make your eyeglasses. Within 30 days of the purchase date, any eyeglasses made by South Walton Eyecare with an outside prescription can be remade one time subject to a doctor prescription change. For any change in doctor prescription greater than 30 days after the original purchase date, the patient will be fully responsible for the cost of any new lenses required to fulfill the change in prescription directed by the Doctor.
Internal Prescription Changes: South Walton Eyecare will gladly remake your eyeglasses with new lenses at no charge that is required as a result of prescription change directed by our Internal Doctor of Optometry within 30 days of your purchase date. Any prescription change directed by the Doctor of Optometry after 30 days of the purchase date, the patient will be fully responsible for the cost of any new lenses required to fulfill the change in prescription.
Progressive Lenses – Patient Non Adaptive: In the event that a patient does not adapt to a pair of prescription Progressive Lens within 30 days of the original purchase, South Walton Eyecare will remake the glasses into a standard pair of bifocal lenses or single visions lenses of similar quality at no additional charge to the patient. No refunds will be given for the price difference in materials.
Prescription Errors: South Walton Eyecare will remake any eyeglasses at no expense to the patient if there is any error from the valid prescription specifications supplied by the patient at the time of the order. Any remake will be with a lens of similar attributes, style and quality.
Outside Optical Labs: Some insurance programs require that South Walton Eyecare use outside optical labs for the manufacture of our patient eyeglasses. Since South Walton Eyecare has no control over these outside labs, these outside optical labs will solely be responsible for the repair or replacement of your eyeglasses according to their own warranty and return policies and procedures. South Walton Eyecare policies will be inapplicable when an outside lab is used to manufacture your eyeglasses. Furthermore, given that many of these outside optical labs have very high volumes of orders South Walton Eyecare is not in a position to provide you with any assurance of how long it will take to complete your order and receive your eyeglasses.
Eye Exam Services: No Refunds can be given on any Eye Exam Services or Goods provided by the Doctor of Optometry.
Contact Lens: Any returned product must be in the original unmarked boxes and in good condition for resale and must be returned within 30 days of the purchase date. If the boxes are damaged, marked or the general condition will not permit a resale of the product, no return credit will be issued. Opened boxes containing defective contact lenses returned within 30 days of the purchase date will receive 100% merchandise exchange. Any contact lenses not picked up at the office after ninety (90) days of receipt in the office may be subject to a $10 per box restocking fee and return of the product to the contact lens distributor. Please note any shipping charges for online orders are non‐refundable. For certain custom made contacts, the manufacturer may not permit any returns of product. In those instances, we will follow the manufacturer requirements for any returns of product.
Copies of prescriptions: In compliance with the FTC Contact Lens Rule effective October 16, 2020, we are happy to provide your finalized contact lens and glasses prescriptions to you on the day of your eye exam. Contact lens prescriptions will be provided once the fitting process is complete. You may also access your prescriptions on the patient portal.
Changes made to your contact lens prescriptions after 30 days: Once we finalize your prescription you will receive a copy of your contact lens prescription. You have 30 days from the original exam date to make any changes to the prescription. Any requests to change the originally prescribed contact lens prescription will incur a charge. This includes a change in modality from dailies to monthlies, to change the strength of the original prescription, to request to print out a previous prescription, or to finalize the prescription after 30 days.
Non‐Prescription Eyewear: Any non‐prescription eyewear returned within two weeks of the original date of purchase in good resalable condition, may qualify for a full refund minus a $10 restocking fee.
Prescription Eyewear: Every pair of eyeglasses ordered from South Walton Eyecare is a custom order made specifically to meet the fit and choices of each patient. We offer every patient our 30 day Satisfaction Guarantee on any eyewear frames purchased at South Walton Eyecare. For any prescription lenses, once they are cut to the eyewear frame, there is no return accepted on the lenses.
Online Ordering: By law, it is the requirement of the ordering optician to measure your "Pupillary Distance" when ordering your new glasses. This measurement is not a part of a routine eye exam. On-line eyeglass retailers, however, are obviously unable to provide you with the services of a live certified eye care professional to measure this necessary parameter for you when ordering. We are happy to provide you with the services of one of our eye care professionals to make this measurement for the online eyeglass retailer you are using. Since this is a service performed by one of our eye care professionals, on behalf of another retailer so that they do not have to incur the optician staffing costs themselves, we must charge a nominal $25 fee for this service.
