Credit & Return Policy
Returning a job for Credit
Return jobs will only be accepted and processed subject to:
A completed credit request must accompany all claims.
Original faulty lenses must be returned to the trading address of Sunsations Optical or it’s Agent Laboratories.
Claims must be lodged within maximum 30 days from invoice date and for non-adaption 60 days from invoice date.
Copy of original invoice must be provided with claim.
Failure to comply with our policy may result in being return claims being declined.
Cancelled Jobs
In view of our use of online ordering process, jobs may be commenced as soon as orders are placed. Any requests to cancel jobs once they have commenced, will be charged at 50% of the total job amount.
Remake Policy
Please note any requests made on the basis of erroneous submission of original field data will not qualify f or a remake and will be treated as a new job order with normal charges to apply.
All jobs prior to delivery are thoroughly examined under our strict Quality Control processes and certified for product quality and workmanship.
Any products deemed to be faulty as a result of faulty manufacturing or workmanship will qualify for a remake and application must be submitted in line with “Returning a Job for Credit”.
All genuine remake requests will be attended to promptly upon receipt of claim. If for any reason, faulty lenses cannot be returned to the Laboratory for immediate verification of product/workmanship deficiency on urgent remake requests, claims will still be processed up to maximum number of 3 per month. Please note faulty lenses in this regard must be returned within 7 days from completion of remake.
Non-adaption and error in pupil heights will be covered under our remake policy provided the replacement lenses are manufactured by Sunsations Optical or it’s Agent. Pupil heights will only be covered under our remake policy as long as the new heights are 2mm above or below original pupil heights ordered.
Warranties
All faults and defects arising out of poor and incorrect dispensing will not be covered under warranty. All products deemed to be defective by Sunsations Optical or it’s Agent, will be covered and replaced
under normal Manufacturer’s warranties. Faulty lens must be returned to the Laboratory with a copy of the original invoice. Sunsations Optical or it’s Agent reserve the right to refuse to replace lenses that it consider have been damaged, or spoilt by improper handling, fitting etc
Sunsations Optical or it’s Agent will immediately replace any defective product which is clearly the result of poor workmanship, on its part.
In the event of a warranty claim, this will only be covered if the replacement lenses are manufactured by Sunsations Optical or it’s Agent. Any warranty claims submitted, where the replacement lenses have been ordered from another laboratory will not be covered.
If a new frame or part is broken by Sunsations Optical or it’s Agent during fitting, one of our administration staff will contact you and ask you to send us a replacement frame or part with your supplier’s invoice. Sunsations will credit you for the cost of this replacement frame or part.
If a new frame if found to be faulty, or is of poor quality and subsequently damaged during fitting, Sunsations Optical or it’s Agent will deem this a “Manufacturing Fault”. One of our administration staff will contact you and ask you to send us a replacement frame. No invoice will be required, as under conventional trade agreements, it is expected, Practices should be able to claim the cost of the replacement frame under warranty, from their frame supplier.
Sunsations Optical or it’s Agent will not assume responsibility for damage or breakage to a patient’s own frames supplied for re-glazing, fitting of new lenses or any other workmanship required to either the frame, or an existing pair of lenses.
Sunsations Optical or it’s Agent will not take responsibility and will not warranty or credit the breakage, loss or damage of lenses from another supplier during re-glazing, adjusting or repairing.