Exchange and Refund Policy

1.1      Our exchanges and refund policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you an exchange or refund.                      

1.2      An exchange or refund will be made following receipt by Waterstone Optometrists of the returned products in resalable condition and returned with all component parts as soon as possible and in any event within 30 days. You must take all reasonable care of the products that you will return to us while they are in your possession. Products should be returned to us in or with their original packaging and in the case of contract lenses, such packaging must be undamaged, unopened and unmarked.

1.3     Such exchange will be provided within 30 days of the date the returned products are received. Any refund will be made in full within 14 days to the bank account provided by yourself.

1.4     Please note there are no exchanges or refunds on specifically manufactured products or special orders unless verified by the supplier to be defective and within the policy time frame.

1.5     For online orders please contact us at info@waterstoneoptometrists.co.za with the subject heading “EXCHANGE or REFUND” to start the process and for further information on how to return products for exchange or refund.

1.6     Refunds due to unverified online contact lens order prescriptions (if applicable) If we are unable to verify your contact lens prescription within 30 days. We will cancel your order and refund you less any reasonable costs legally incurred by Waterstone Optometrists.

1.7   Return Shipping (if applicable) You will be responsible for paying for your own shipping costs for returning your item. We recommend you consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

1.8    Abandoned patient / customer goods policy. If a product is abandoned by a patient / customer for a period of 90 days from the date of receiving the item we will recycle, otherwise dispose or sell the item as a loss recovery measure.