Eyeglass Care and Warranties

Jackson Eye Policies & Eyewear Care

At Jackson Eye, every prescription and pair of eyewear is customized specifically for you. Our goal is to provide exceptional vision, premium products, and a smooth experience from start to finish.

Please review the policies below regarding professional services, custom eyewear, warranties, and eyewear care.

Return & Exchange Policy

Professional Services

Professional fees, including eye examinations and contact lens fitting services, represent medical and professional services performed by our doctors and staff. These fees are non-refundable, regardless of the outcome of treatment or adaptation.

Eyeglass Policy

Frames
Eyeglass frames cannot be returned, exchanged, or refunded after dispensing.

Lenses
Prescription lenses are custom-made medical devices created specifically for your prescription and frame selection. Because of this customization, lenses are non-refundable.

If you experience any issues with your vision or comfort, our team will gladly evaluate the problem and work toward an appropriate solution.

Prescription Changes & Lens Remakes

Prescriptions Written by Jackson Eye Doctors

If a prescription written by a Jackson Eye doctor requires adjustment within 30 days of dispensing, we will provide a prescription recheck and remake the lenses at no charge.

Recheck visits after 30 days may incur the standard office visit fee.

Prescriptions Filled Outside Jackson Eye
If a Jackson Eye prescription is filled outside our office, Jackson Eye is not responsible for any charges related to lens remakes, measurements, lens materials, or optical errors from another retailer.

Many optical providers offer no-charge prescription remakes, but patients should verify those policies before purchasing eyewear elsewhere.

Prescriptions Written by Outside Doctors
For prescriptions written by another doctor, lenses may be remade one time at no charge if:

• The prescribing doctor provides an updated written prescription

• The updated prescription is received within 30 days of dispensing

Additional remakes or requests after 30 days will be billed at the standard lens price.

Progressive Lens Adaptation Policy

Progressive addition lenses (sometimes called no-line bifocals or multifocals) require an adjustment period.

These lenses may produce mild peripheral distortion, a sensation of movement, or narrower reading zones compared to traditional bifocals. Most patients adapt successfully within 1–2 weeks.

If you are unable to adapt to progressive lenses, Jackson Eye will remake the lenses into another lens design within 30 days of dispensing at no charge.

Because the original lenses were custom-made, refunds are not provided for differences in lens pricing.

Contact Lens Return Policy

Unopened, unmarked, and undamaged contact lens boxes may be returned within 60 days of purchase.

A 20% restocking fee applies to all eligible returns.

Opened boxes, marked boxes, special-order lenses, and expired products are not eligible for return.

Low Vision Device Returns

Low vision aids may be returned only if:

• Original packaging is included

• The item is undamaged and in resellable condition

A 20% restocking fee applies.

Frame Warranty Policy

Frames purchased from Jackson Eye include a one-time manufacturer defect replacement warranty valid for one year from the date of purchase.

This warranty covers manufacturer defects only and does not cover:

• Accidental damage

• Improper use

• Excessive wear

• Loss or theft

A $25 handling fee applies to all approved frame warranty replacements to cover shipping, lens insertion, and adjustments.

Lens Warranty Policy

Polycarbonate, high-index, anti-glare, scratch-resistant, and Transitions® lenses include a one-time scratch warranty within 6 months of purchase for scratches resulting from normal wear.

This warranty does not cover:

• Abuse or misuse

• Excessive scratching inconsistent with normal wear

• Heat damage

• Chemical damage

• Cracked or chipped lenses

Eyewear Care Instructions

Your eyewear is an investment in both your vision and appearance. Proper care will help maintain clarity, comfort, and longevity.

Cleaning Your Glasses

For best results:

• Rinse lenses with lukewarm water before cleaning

• Use lens cleaner or mild dish soap

• Dry with a clean microfiber cloth only

Avoid:

• Paper towels
• Napkins
• Clothing
• Harsh household cleaners
• Alcohol or ammonia-based products unless specifically approved

These materials can scratch lenses and damage lens coatings.

Heat Damage Warning

Excessive heat can permanently damage lens coatings and frame materials.

Avoid leaving your glasses:

• Inside a hot vehicle

• Near ovens or stovetops

• In saunas

• On dashboards

• Near open flames or high heat sources

Heat damage is not covered under warranty.

Handling & Storage

• Always store glasses in a protective case when not in use

• Remove glasses using both hands to maintain frame alignment

• Place glasses face-up to avoid scratching lenses

• Keep eyewear away from pets and small children

Adjustments & Repairs

Minor frame adjustments and nose pad replacements are complimentary for Jackson Eye eyewear.

To avoid accidental breakage, we recommend all adjustments be performed by our optical team rather than attempting adjustments at home.

Questions?

We are committed to helping you love what you see. If you have any questions regarding your eyewear, prescription, or warranty coverage, please contact our team.