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Warranty and Refund policy

Our Financial Policy

The doctor and staff at Pupila Family Eyecare are pleased that you have chosen us for your eyecare needs. Please review our financial policy below.

  1. Payment for professional services (eye examinations, specialty testing, medical visits) is due the day services are provided. Payment for eyeglasses and contact lenses is due in full the day materials are ordered. For your convenience, we accept cash, debit cards, Visa, Mastercard, Discover, and Care Credit.
  2. Eyeglasses are customized products and all optical sales are final.
  3. Payments for copays, deductibles, and items known not to be covered by your insurance is due at the time of your visit. You are ultimately responsible for all charges for which your insurance company denies payment when we receive your Explanation of Benefits statement from them. Payment is due within 30 days after having been notified by your insurance and/or providers.
  4. In the event that we do not participate with your Vision Plan or Medical Insurance, payment is due in full when services are rendered. We will provide you with an itemized receipt so that you may file with your carrier for reimbursement.
  5. Both established and new contact lens wearers are subject to a contact lens medical evaluation and fitting fee. This fee is due at the date of the initial evaluation.
  6. For those with Flexible Spending Accounts, payment in full is due for services rendered and materials ordered. An itemized statement that can be submitted to your insurance company for reimbursement will be given to you at the time of your visit.
  7. If payment from your insurance company has not been received in 60 days, you will be responsible for paying your account balance in full.
  8. Finance charges at the rate of 1.5% month (18% APR) will accrue on all outstanding balances.
  9. In some families, the question of who is responsible for a child’s bill is uncertain. Since we are not party to any separation agreement or court order, this is strictly a matter between parents. We must insist, therefore, that the parent who requests evaluation and treatment for the child will be responsible for all fees incurred.
  10. If our office pursues legal action to collect unpaid charges, you will be billed the cost of attorney fees, courts costs, and collection fees in addition to any unpaid balances.

Warranty and Refund policy

​Pupila is proud to stand behind the following customer service guarantees:

45 Day Contact Lens Guarantee-

Should you find discomfort in your prescribed contact lenses you are welcome to come back before the 45th day from date of service to be refitted. If you find dissatisfaction with your contact lenses you may return them within the 45 days from date of purchase. Open boxes or color contacts excluded. Specialty Lenses are excluded. Exam and fitting fees are Doctor Rendered service and are non-Refundable.

Free Lifetime Services on Glasses

Our opticians are happy to service your glasses from us. With free cleaning, adjustments, screw tightening, and restringing of rimless frames. Please bring your glasses to our Energy Corridor Location to have them serviced at our onsite lab!

Frame Warranty*

Our frame manufacturers offer a one-year warranty against defects in workmanship (one-time frame replacement).

Warrant guidelines are one year from the date of purchase, we will replace your frame for a service fee of $25 to cover costs of shipping and handling. This does not cover loss, abuse, accidental damage, super glue, or theft.

ALL pieces of the frame must be returned for manufacturer warranty to be honored.

If the frame has been discontinued a frame of equal or lesser value may be selected.

We will not refund any cost difference; and any overage amount must be paid in addition to the frame warranty service fee.

DB4k Frames offer a One-year ‘Kid Proof’ warranty with frame repayment service fee of $25. There may also be an additional charge for lenses

Frame warrant excludes Pajama Deal Frames

Lens Warranty*

Our office is proud to be one of the Certified Vision Experts in partnership with Zeiss Lenses.

Should your lenses become scratched or the anti-glare coating become worn within the first year of purchase we will replace the lenses ( One Time Replacement) for a copay of $20. Excludes Flash Mirror Coatings.

Any abuse, neglect, or damage due to chemicals negates this warranty.

Some insurances may require an additional copay at time of purchase. Lenses must be returned to honor warranty.

Please see Wiley X manufacturer WARRANTY for Wiley X lens service.