Warranty and Refund Policy

1. Purpose

This Policy establishes a structured and transparent process for handling warranty claims and defective products. Its objectives are to maintain quality standards and ensure customer satisfaction for all parties involved.

2. Scope of Coverage

The following categories of claims are covered under this Policy:

2.1 Manufacturing Defects (Principal Responsibility)

• In the event of a manufacturing defect, the Agent shall request the optician to provide a Defect Report describing the issue, including photographic documentation.

• The Agent shall collect all defective products and send them to the Principal once per calendar quarter for inspection and analysis.

• If the number of defects from a given client exceeds a mutually agreed threshold (3–5% of total orders), the Principal may request additional evidence or clarification.

• The Principal shall deliver a free replacement product, without delay and without charge, once the defect is confirmed.

2.2 Errors or Breakage (Optician Responsibility)

a. Workshop Breakage or Prescription Errors

• In cases of accidental damage during edging or assembly, or errors in prescription input, the optician may order a replacement set of lenses.

• Such orders will benefit from a 50% discount, unless otherwise agreed.
  

b. Non-Adaptation by End-Customer

• If the final customer cannot adapt to the lenses within 90 days from delivery, the optician shall be entitled to a 50% credit for the product, provided the lenses are returned undamaged.

• If a second pair is ordered in exchange and its value exceeds the first, the optician shall pay the difference.
  

c. Prescription Change Due to Surgery

• If the customer’s prescription changes due to medical intervention, a 50% credit shall be issued upon presentation of valid medical documentation.

• The Parties may agree on the form and extent of supporting documents.

• Such cases shall not exceed 5% of all orders. Claims above this percentage will not be covered.

d. Error in Doctor’s Prescription

• If the error is clearly attributable to the prescribing ophthalmologist, the Principal may grant a 50% credit or discount at its discretion.

• The Agent must submit the original prescription and identify the practitioner concerned.

• Such errors shall not exceed 3% of all orders. Claims above this percentage will not be covered.

• The new prescription with details of client shall be submitted.

2.3 Subsequent Purchase Benefit

• If an optician purchases a subsequent pair of lenses with the same corrections within 90 days of the first purchase, the Principal will offer a 50% discount on the cheaper pair of lenses.
  

3. General Conditions

• Any credit, replacement, or commercial adjustment granted under this Policy shall be issued within a reasonable time after receipt and validation of the returned products.

• All returns must be accompanied by required documentation (defect report, photographs, prescriptions, or medical certificates, as applicable).

• Products returned must be undamaged unless the claim concerns a manufacturing defect.

4. Limitations

• Warranty and credits under this Policy apply only within the defined thresholds (maximum 3–5% for manufacturing defects, maximum 5% for optician responsibility cases).

• Claims exceeding these thresholds are excluded from coverage.

• Discounts or credits applied under this Policy do not accumulate with other commercial agreements unless expressly agreed by the Parties.

 

Swiss laws apply and Lausanne is the jursidiction

 

 *.*.*

 

 

ikyum.com hopes you enjoy browsing our site!