Your RETURN policies...?

**geoligeo** · 01-25-2008, 02:08 AM

hey guys I just want to know what's the return policy of an average optician or anyone who sell frames through retail.

do you just take in broken frames without looking because you know they are under warranty or what?

**wabmorgan** · 01-25-2008, 03:57 AM

warranty..... what's that?????????

:D

**cocoisland58** · 01-25-2008, 06:19 AM

We know what constitutes a warranty replacement and what does not. As I always tell my customers, the warranty is for manufacturer defects only and does not include unfortunate accidents. But sometimes you play it by ear and either give the patient the benefit of the doubt and eat the cost or share the cost of parts and replacements.

**CaOpticalGoddess** · 01-27-2008, 09:34 PM

All in all it is pt loyalty. We have a 2 year temple to temple warranty. Most lenses with a good coating include a 2 yr warranty. And most good frame companies will take back almost any frame. I dont promote carelessness I promote Pt satisfaction and LOYALTY.

**Johns** · 01-27-2008, 10:09 PM

2 years on the frame, no questions asked.

**CaOpticalGoddess** · 01-27-2008, 10:25 PM

Yes I have a 2 yr warranty on my frames. I have been at this location for 8 years and have yet to have a frame company deny my return.

**TLG** · 01-28-2008, 08:00 PM

Originally Posted by CaOpticalGoddess

...We have a 2 year temple to temple warranty...

Hilarious!! :bbg:

**eyemanflying** · 01-28-2008, 08:10 PM

Originally Posted by CaOpticalGoddess

All in all it is pt loyalty. We have a 2 year temple to temple warranty. Most lenses with a good coating include a 2 yr warranty. And most good frame companies will take back almost any frame. I dont promote carelessness I promote Pt satisfaction and LOYALTY.

Buy the Goddess a beer! Well said.

Cheers!:cheers:

**just eyes** · 01-29-2008, 02:55 PM

Long ago in a previous life, I worked in a place that had a
Red Carpet Guarantee. Once you walked past the red
carpet at the door, there was no guarantee.

**Paul E. Carbonate** · 01-29-2008, 03:17 PM

I go with what the manufacturer provides. Thus, paying for a quality frame generally buys you more of a warranty. My return/refund/exchange policy on any given frame is exactly what the manufacturer provides. Seems fair to me, and it's common in other retail endeavors.
With lenses, I give 90 days if no scratch protection, with scratch protection it's a year. The margin on the scratch coat actually pays for a replacement so that works out just great.

**eyemanflying** · 01-29-2008, 03:25 PM

Originally Posted by Paul E. Carbonate

I go with what the manufacturer provides. Thus, paying for a quality frame generally buys you more of a warranty. My return/refund/exchange policy on any given frame is exactly what the manufacturer provides. Seems fair to me, and it's common in other retail endeavors.
With lenses, I give 90 days if no scratch protection, with scratch protection it's a year. The margin on the scratch coat actually pays for a replacement so that works out just great.

Is that manufacturer's scratch coat, or UT etc.?

**FVCCHRIS** · 01-29-2008, 03:40 PM

Frame and lenses two years. To make the most you must sell the best. They have to get a 2 year warranty.:)

**Paul E. Carbonate** · 01-29-2008, 06:44 PM

Originally Posted by eyemanflying

Is that manufacturer's scratch coat, or UT etc.?

We've got a full surfacing lab, but really any scratch coat...The 15-20 bucks you charge for it will definitely pay for the few warranty returns.
Scratch coat is basically selling a warranty, disguised as a product...or at least that's how I see it financially. Your investment as the seller is minimal.
It can't compete with UV for "free" money, but it comes close. You can sell an inherently UV-resistant material and yet charge for that UV protection as if it wasn't inherent to the lens.
I don't do that, but I'm just saying it's possible and pretty easy.

**eyemanflying** · 01-29-2008, 06:45 PM

Originally Posted by Paul E. Carbonate

We've got a full surfacing lab, but really any scratch coat...The 15-20 bucks you charge for it will definitely pay for the few warranty returns.
Scratch coat is basically selling a warranty, disguised as a product...or at least that's how I see it financially. Your investment as the seller is minimal.
It can't compete with UV for "free" money, but it comes close. You can sell an inherently UV-resistant material and yet charge for that UV protection as if it wasn't inherent to the lens.
I don't do that, but I'm just saying it's possible and pretty easy.

Seems like a reasonable, fair plan.

**MarcE** · 01-29-2008, 11:22 PM

Originally Posted by Paul E. Carbonate

Scratch coat is basically selling a warranty, disguised as a product...or at least that's how I see it financially. Your investment as the seller is minimal.
It can't compete with UV for "free" money, but it comes close. You can sell an inherently UV-resistant material and yet charge for that UV protection as if it wasn't inherent to the lens.
I don't do that, but I'm just saying it's possible and pretty easy.

Yes it possible and easy. And dishonest and fraudulent. VSP won't even allow you to bill it (to them or the patient).

**MarcE** · 01-29-2008, 11:28 PM

Originally Posted by Paul E. Carbonate

Scratch coat is basically selling a warranty, disguised as a product...or at least that's how I see it financially. Your investment as the seller is minimal.
It can't compete with UV for "free" money, but it comes close. You can sell an inherently UV-resistant material and yet charge for that UV protection as if it wasn't inherent to the lens.
I don't do that, but I'm just saying it's possible and pretty easy.

Sure it's possible and easy. But also fraudlent. It's not possible with VSP or other insurance plans. There isn't even a way to bill VSP or the patient for inherent UV or scratch coating on a poly lens.