Returns & Exchanges

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What is the returns policy?
 

Standard Warranty Policy and Conditions

  1. General Warranty Coverage

Essilor Instruments USA, (formerly Premier Ophthalmic) (“EIUSA”) warrants that its ophthalmic and optical instruments will be free from defects in material and workmanship under normal use and service for a period of one (1) year beginning as follows:

  • For equipment requiring technical installation, the warranty period begins on the date of installation confirmed by EIUSA or its authorized service network.
  • For products that do not require technical installation, the warranty period begins on the date of delivery to the original purchaser.

During the warranty period, EIUSA will, at its sole discretion, repair or replace any product or component found to be defective. This is the exclusive warranty provided by EIUSA and supersedes all other express or implied warranties, including any implied warranties of merchantability or fitness for a particular purchase.

  1. Warranty Conditions

This warranty is valid only when:

  • The product was purchased directly from EIUSA or an authorized distributor.
  • The product was properly installed, operated, and maintained in accordance with EIUSA’s instructions.
  • The product has not been altered or repaired by unauthorized personnel.
  • The product’s serial number and labels remain intact and legible.
  • The defect is reported within the warranty period.
  1. Warranty Exclusions

This warranty does not apply to:

  • Damage caused by misuse, neglect, accident, or improper handling.
  • Failures due to electrical issues, environmental conditions, or improper installation.
  • Consumables such as bulbs, filters, batteries, fuses, printer ribbons, edging wheels, and edging consumables.
  • Normal wear and tear or cosmetic imperfections.
  • Third-party parts or components not supplied by EIUSA.
  • Shipping damage not reported within one (1) business day of receipt.
  • Labor or repairs performed by non-authorized personnel.

No employee or representative of EIUSA is authorized to extend or modify this warranty.

  1. Field Service Coverage

If on-site service is required for a warranty issue:

  • Labor, parts and travel are covered when the defect is confirmed to be under warranty and within EIUSA’s standard service area.
  • If the location is outside standard coverage, travel charges may apply (airfare, lodging, mileage, per diem).
  • If no defect is found or the issue is determined to be non-warranty, the customer will be responsible for all labor, travel, and parts costs.
  • Work requested outside normal business hours is not covered under warranty and will be billed at quoted service rates.
  1. Spare Parts Coverage
  • Defective parts under warranty will be replaced at no cost.
  • Replacement parts are warranted for the remainder of the original warranty period or 90 days, whichever is longer.
  • Defective parts may be required for return and inspection; unreturned parts may result in charges.
  1. Labor and Travel Coverage
  • EIUSA covers labor for verified warranty repairs performed by EIUSA or authorized service network.
  • Travel expenses are covered within EIUSA’s standard service zones.
  • For locations outside this area, customers are responsible for any additional travel costs.
  • Non-warranty service (user damage, environmental factors, or misuse) will be billed accordingly.
  1. Freight and Shipping Coverage
  • For confirmed warranty repairs, EIUSA will cover standard ground freight both ways (customer to EIUSA and return).
  • If expedited shipping is requested, the customer is responsible for the added cost.
  • Freight claims for shipping damage must be reported within one (1) business day of delivery, and the original packaging must be retained for inspection.
  • Freight and shipping charges are non-creditable unless due to an EIUSA error or verified warranty defect.
  • Customs, brokerage, and import/export fees for international shipments are the customer’s responsibility.
  1. Loaner Equipment
  • If applicable and subject to availability, a loaner unit may be provided during the repair period.
  • The customer must return the loaner within 5 days of receiving completed repair.
  • Failure to return the loaner within the agreed timeframe may result in replacement or rental charges.
  1. Limitation of Liability
  • EIUSA’s liability is limited exclusively to the repair or replacement of defective parts as provided under this policy.
  • EIUSA shall not be liable for any indirect, incidental, or consequential damages, including but not limited to loss of use, income, or data.
How long does it take for a return to be processed?
  We will process your return within 10 days of receipt at our warehouse. In addition, please allow the necessary time for the return to reach us via UPS or other carrier.