EXCLUSIVE ONLINE PRICES

refund policy

Section 1 - Dear Customer

All returns must be made within 15 days of the date of receipt of your delivery from the Vision Works Online store as shown on the Waybill (the piece of paper that is attached to the outside of the courier package).

 

Section 2 – To be eligible for a full refund the following must apply 

Your product MUST be returned unused and in the exact same condition that you received it. There must be no signs of wear or any damage and definitely NO scratches to the lenses. (not even tiny ones)
 
It must be returned in the original packaging, including any and all items such as the frame case, outer box, tags, cloths or booklets from the manufacture, as well as a copy of the original invoice (which is found inside the box).
 
Please ensure to return products via a tracking and “signed for delivery” method.  We do not accept liability for any items lost or damaged in transit during the return process, so please ensure you use a sturdy shipping box or the original box in which you received your product from us. The courier company you use will provide you with a shipping bag.
 
Please notify customer service (Tel: +27 84 522 5106 OR e-mail: shoponline@vision-works.co.za) that you are returning a product so we may give you the correct return shipping address.
 
The original shipping charges for your order are non-refundable and return shipping charges for your order are for your account.

 

Section 3 – Save on return shipping charges 

If there is a Vision Works store near you, then you may opt to return your online purchase to that store for shipping. Your refund however will be processed by the online store and NOT by the Vision Works walk-in store.

 

Section 4 – There are certain situations where full refunds will not be granted

If any item is not in its original condition, is damaged or missing parts for reasons not due to our error.
On any item that is returned more than 15 days after receipt of your delivery.
If multiple products are ordered and all or more than one are returned, a restocking fee of R150 will be charged.
Special orders or custom orders including replacement parts such as lenses and temples.

 

Section 5 - Refund – Regular Prices Items (if applicable) 

ONLY regular priced items are eligible for a refund.

Once your return is received and inspected, we will send you an e-mail to notify you that we have received your returned item.  We will also notify you by e-mail of the approval or rejection of your refund.

If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or to the original method of payment, within the normal processing period for the applicable institution.

 

 

Section 6 – Late or missing refunds (if applicable) 

There is often some processing time before a refund is posted.

 If you haven’t received a refund in a reasonable amount of time, first check your credit card statement and/or contact your credit card company.

If you’ve done this and there is no processing issue then please contact us at jamie@acenet.co.za

 

Section 7 – Receipt of damaged or incorrectly shipped Items (if applicable) 

If an item is received from Vision Works in damaged condition or if an item was incorrectly shipped or not ordered by you, please contact Customer Service immediately.  Items received damaged or that were not ordered by you will be eligible for a replacement, a store credit or refund. We will collect the item from you for return.

 

Section 8 – Sales Item Refunds (if applicable)


All Special Sale items, items on Promotion or purchased with vouchers, are FINAL and are NOT returnable or REFUNDABLE. Only regular priced items may be refunded.

 

Section 9 - 
Exchanges (if applicable) 

Vision Works will replace items if they are defective or damaged.  If you need to exchange an item for the same item, send us an e-mail at jamie@acenet.co.za and we will give you a return shipping address and a return goods authorization number, which you must write clearly on the invoice and place inside the courier box. 

 

Section 10 – Gifts (if applicable) 


If the item was marked as a “gift” when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a “gift” when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

 

Section 11 - Shipping (if applicable) 

To return your product, please phone our Online Customer Service number to discuss options or email us at: shoponline@vision-works.co.za
 
You will be responsible for paying for your own shipping costs for returning your item, unless you are using the Return-to-Store option.  Shipping costs are non-refundable.  If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.