Frequently Asked Questions

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Frequently Asked Questions

Frequently Asked Questions

Warranty Information

All the spctacles purchase in store or online are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality due to major manufacturing fault within 1 year from the date of purchase. This warranty does not cover damages resulting from accidents, abuse, misuse or improper care nor does it cover any cosmetic damages or any defect caused due to normal “wear and tear” of the product.

Vision Image reserves the right to deny warranty coverage for any damage due to customers' own handling issue. Our decisions regarding all matters concerning this warranty shall be final and binding. 

This could be due to various reasons. It is common for some people to take a few days or up to weeks to fully adapt to a new pair of glasses. Another possibility is that your new glasses may not be sitting at the optimal position on your face. Please kindly bring back your spectacle to our store for adjustment. 

We provide one-time complimentary change of lens degree if you are not satisfied with the visual performance within 1 month of the purchase. Free exchange to single vision lenses if you are unable to get used to progressive glasses.

 

Lenses Information and Prescription

Online sales of prescription lenses are strictly regulated by Optometrists and Opticians Board (OOB) in Singapore. Please ensure that you have a valid prescription for online purchase of spectacles by a registered optometrist or optician.

If you do not have a prescription, or worried that your prescription is no longer valid (for example prescription more than 6-12 months), please feel free to contact us via whatsapp or call to schedule an eye test appointment at our store. A fee of SGD 30 is required if you do not make any purchase with us. We reserve the right to reject your order if your eye condition and/or prescription is not suitable for online prescription lens purchase. We will contact you directly to arrange for refunds. 

 

Feel free to contact us if you are not sure what type of lenses you need. For online sales of lenses, we are currently only allowed to sell single vision lenses up to -6.00D (diopters) and -2.00DC (cylinder),

If you have high degree or complex degree, please talk to our eye care professional, we will offer you the most suitable lenses based on your degree and eye condition. Do take note that there may be possibility we cannot meet your required lens thickness due to your degree and the size/shape of the frames.

If you need special lenses such as progressive or bifocal lenses, you will have to make them personally at our store for a physical consultation as they are custom made for your specific needs, right down to the frame, prescription, and even your lifestyle.

 

Exchange and Return Policy

Since each pair of glasses is customised based on your prescription therefore we do not offer any exchange or refund for change of mind on prescription items.

If the end product does not meet your expectation, please share your concerns with our customer service team as our goal is to provide a consistently reliable product and an exemplary level of customer service. We will do all we can to make sure that you have a positive experience moving forward.

 

If your item is eligible for warranty exchange, our customer service team will liaise with you directly for arrangements. 

All contact lens purchased in store or online will not be accepted for exchange under the following conditions:

  • Damaged boxes - Opened boxes, not fully sealed, torn, tampered, surface peeling, stains
  • Defaced boxes – Stickers, markings/handwriting, defaced barcode/lot number
  • Loose lenses – not in originally sealed boxes at point of delivery
  • Boxes with less than 12 months to expiry at the time of return
  • Contact lenses that are not purchased at Vision Image Optical Centre or purchased overseas

COVID-19 Update

We're accepting walk in customer during "Phase 2" period, but appointments are highly recommended. 

We’re monitoring the situation closely. At Vision Image Optical Centre, the health and wellbeing of our staffs and customers remains our top priority. Please click the link below to find out our in store COVID-19 safety measures. 

https://visionimage.sg/latest-event