Returns, Remakes, and Refunds Policy

We understand that ordering prescription eyewear online requires a high level of trust. While we employ strict quality control measures to ensure your glasses are manufactured perfectly to your specifications, we recognize that sometimes things do not go as planned. This policy outlines exactly how we handle returns, manufacturing errors, and refunds to ensure a fair and transparent process under South African consumer law.

1. The Custom Nature of Prescription Eyewear

It is important to understand that prescription lenses are entirely bespoke products. They are cut, shaped, and treated specifically for your unique vision requirements and the specific frame you selected. Consequently, unlike off-the-shelf clothing or electronics, custom-made lenses cannot be restocked or resold to another customer.

Due to this highly customized nature, we cannot offer full refunds simply due to a "change of mind" or "buyer's remorse" after the lenses have been manufactured. We urge you to review your order details, especially your frame choice and prescription values, very carefully before completing checkout.

2. Manufacturing Errors and Defects

If we make an error in fulfilling your order, we will take full responsibility. You are entitled to a free remake or a full refund under the following circumstances:

• Prescription Discrepancy: The lenses manufactured do not match the prescription values you submitted during checkout. We use specialized lensmeters to verify the optical power before shipping, but if an error slips through, we will correct it immediately at no cost to you.
• Frame Defects: The frame arrives damaged, bent, or exhibiting clear manufacturing defects (e.g., loose hinges, significant scratching).
• Missing Options: You paid for specific lens treatments (like an anti-reflective coating or blue-light filter) and they were not applied to the final product.

You must notify us of any manufacturing errors within 14 days of receiving your glasses. We may request that you send the glasses back to our laboratory for inspection before processing the remake or refund.

3. Adjustment Period and Optical Adaptation

If you have ordered glasses with a new or significantly changed prescription, it is completely normal to experience an adaptation period. Your brain needs time to adjust to the new visual input. Symptoms like slight dizziness, mild eye strain, or a feeling of distortion are common during the first few days.

We kindly request that you wear your new glasses consistently for at least 3 to 5 days before concluding that the prescription is incorrect. If you are still experiencing significant visual discomfort after this adaptation period, please contact us. While we cannot refund a correctly made order, we are happy to assist you in diagnosing the issue—often recommending a visit to your optometrist to verify the original prescription.

4. Customer Data Entry Errors

As outlined in our Prescription Policy, the accuracy of the prescription data entered during checkout is your sole responsibility. This includes the Sphere, Cylinder, Axis, and the critical Pupillary Distance (PD).

If you enter incorrect values, or if the prescription document you uploaded was already expired or inaccurate, CapeVista cannot offer a free remake or a full refund. The cost of manufacturing the bespoke lenses has already been incurred. However, we value our customers and want you to see clearly. In cases of customer data entry errors, we generally offer a significant discount (often up to 50% off) on a replacement pair to help you get the correct glasses without bearing the full retail cost twice.

5. How to Initiate a Return

To initiate a return or request a remake for a defective or incorrect product, please follow these steps:

1. Contact our support team at [email protected] within 14 days of receiving your order.
2. Include your order number in the subject line.
3. Provide a detailed description of the issue. If the frame is damaged or the lenses appear flawed, please attach clear photographs to your email.
4. Our support team will review your request. If approved for inspection, we will provide you with a return authorization form and specific shipping instructions. Do not ship the glasses back without this authorization, as they may be lost.

6. Refund Processing Timeline

Once we receive the returned item at our facility, our quality assurance team will inspect it to verify the defect or error. Approved refunds will be processed back to your original payment method. Please allow 5 to 10 business days for the funds to reflect in your account, depending on your South African bank's processing times.

7. Non-Returnable Items

Please note that accessories, lens cleaning solutions, and gift cards are generally non-refundable unless they arrive damaged or defective.