How Are Refunds Processed for Returns, Cancellations, or Orders Involving Insurance?
Refunds can arise in several scenarios, including returned items, canceled orders, or purchases made using both out-of-pocket payments and insurance coverage. Here's a comprehensive guide to understand how refunds are handled, their timelines, and methods of reimbursement.
Refund Options
When requesting a refund, customers generally have the following options:
Refund to Original Payment Method: - For amounts paid out-of-pocket, refunds are issued directly back to the original payment method (e.g., debit/credit card).
Refund as Store Credit: - Customers can opt for store credit, often processed faster than refunds to original payment methods. Store credit can be issued as a voucher for the refunded amount.
Refund Through Insurance: - For amounts paid using insurance, the refund is coordinated with the insurer. We will void or reverse the claim, allowing the amount to be re-applied to your benefits. This process may take longer compared to bank refunds as it is up to the insurance company to process the request and we cannot speed it up.
Timelines for Refund Processing
The processing and timelines vary depending on the refund method you choose:
Original Payment Method: - Refunds are typically processed within 1–3 business days after they are issued. This covers banking institutions' timelines to credit your account.
Store Credit: - Store credit vouchers are available in your account instantly once issued by our team. A redemption link is sent to the email on the account. Please save the email until you are ready to use the voucher as you will need the link.
Insurance Refunds: - Insurance providers may require 2–4 weeks for processing and adjusting claims once we submit the request.
Refunds or credits are only issued after returned contact lens boxes are received and verified at the returns department to ensure they are unopened and unmarked and glasses are checked to make sure they are in original condition and all items received with them (cases, cloths, etc) have been returned. (This does not include items that are returned due to damage in transit or similar situations).
Processing times at the facility can depend on the volume of returned items and the specific facility workflow.
Mixed-Payment Scenarios
In cases where an order is paid using a mix of insurance benefits and out-of-pocket payments:
The out-of-pocket amount is refunded to your original payment method, once the package is processed.
Insurance refunds require the merchant to adjust claims with the insurer, which may involve additional coordination and time.
Customer Steps for Refunds
To ensure a smooth refund experience:
Ensure returned items are in perfect condition to meet refund criteria.
Notify the support team of your preferred refund method (store credit, original payment method, or insurance reimbursement).
For insurance-linked purchases, allow time for the merchant to coordinate with the insurer and adjust claims.
Look for confirmation emails once refunds have been processed. These receipts confirm the completion of your refund request for an out-of-pocket payment. The insurance reimbursement will not show up on the receipt but on your insurance account.
By knowing your options, timelines, and the process, you can make informed decisions regarding your refunds and plan accordingly.