Return Policy

1. Return Eligibility Window

All return and exchange requests must be initiated within 30 calendar days of the confirmed delivery date, unless otherwise specified under the warranty provisions in Section 5. Requests must include the original order number, delivery confirmation, and a description of the issue.

Important: Returns initiated after 30 days will not be accepted unless the claim falls under the 12-Month Frame Manufacturer's Warranty (Section 5) or involves a verified prescription error within the authorized remake window (Section 4).

2. Prescription Change - Doctor's Order Remake

SSE understands that prescriptions can change after an order has been placed and fabricated. To support program participants, SSE will honor one (1) complimentary prescription change remake per benefit period, subject to the following conditions:

2.1 Covered Conditions

• A licensed treating physician or optometrist has issued a new, documented prescription that differs from the prescription used to fabricate the original order.
• The new prescription is submitted to the SSE program administrator along with written documentation, such as an updated Rx form, clinical note, or prescription pad record, confirming the change was clinically indicated.
• The remake request is submitted within 60 calendar days of the original delivery date.
• The original eyewear is returned to SSE prior to or concurrent with shipment of the remade pair.

2.2 Limitations

• One (1) doctor's change remake is permitted per employee, per benefit period.
• This benefit does not apply to prescription changes initiated solely by the employee without supporting clinical documentation.
• If a second prescription change occurs within the same benefit period, the employee will be responsible for the full lens remake cost at the program's standard rate.
• This provision does not cover changes in frame style, lens type preference, or tint selections.

ISO Compliance Note: All prescription change remakes are documented as a corrective record in the SSE IMS under ISO 9001:2015 Clause 8.7 (Control of Nonconforming Outputs) and are reviewed quarterly as part of the Management Review process.

3. Frame Manufacturer's Warranty - 12 Months

All frames dispensed through the SSE corporate program carry a 12-month manufacturer's warranty from the date of confirmed delivery. This warranty covers defects in materials and workmanship under normal use conditions.

3.1 What Is Covered

• Frame hardware failures including hinge breakage, temple separation, and nose pad detachment under normal use.
• Structural integrity defects not attributable to impact, misuse, or external damage.
• Lens coating failures including delamination, anti-reflective coating breakdown, or anti-scratch coating failure within the warranty period.
• Manufacturer-confirmed defects in lens material or optical surface quality.

3.2 What Is Not Covered

• Damage resulting from impact, drops, crushing, or occupational misuse beyond the eyewear's design intent.
• Loss or theft.
• Scratches, abrasions, or coating wear attributable to improper cleaning or storage.
• Modifications made by anyone other than an SSE-authorized optician or the original manufacturer.
• Cosmetic damage that does not affect optical performance or structural safety.

3.3 Warranty Claim Process

To file a warranty claim, the program participant must:

1. Submit a warranty claim through the SSE email address (support@staysafeeyewear.com) within the 12-month warranty window.
2. Provide clear photo documentation of the defect at the time of submission. Upon receipt, we will issue a return label via email.
3. Return the defective eyewear to SSE upon receipt of a valid Return Merchandise Authorization (RMA) number.
4. Allow 5-7 business days for inspection and determination by a licensed dispensing optician.

All warranty determinations are made by a licensed dispensing optician. SSE's warranty decision is final. Approved warranty claims will result in a like-for-like replacement at no cost to the employee or employer.

4. Style Refit & Frame Exchange

Policy Position: Style refit requests - defined as a request to change the frame style, shape, or model after the order has been fabricated and delivered - are not covered under the SSE corporate program as a standard benefit.

SSE recognizes that fit and comfort are important factors in safety eyewear compliance and wear consistency. For that reason, style refit requests will be reviewed on a case-by-case basis under the following framework:

4.1 Case-by-Case Review Criteria

• The employee provides a documented fit concern, such as temple pressure, bridge fit, or weight discomfort, that affects their ability to wear the eyewear safely and consistently.
• The request is submitted within 30 days of delivery.
• A licensed dispensing optician reviews and confirms the fit concern is clinically reasonable.

4.2 Cost Responsibility

All approved style refit exchanges will incur a cost to either the employee, as determined by the program agreement. The following cost structure applies:

Note: SSE reserves the right to decline a style refit request that does not meet the clinical review threshold. No refit will be processed without prior authorization from the SSE Program Administrator and a licensed dispensing optician.

5. Items Not Covered Under This Policy

The following are expressly excluded from all return, exchange, remake, and warranty provisions:

• Lost or stolen eyewear (refer to the applicable program replacement benefit, if available).
• Damage caused by failure to follow SSE's care and maintenance instructions.
• Orders where the employee provided an incorrect or invalid prescription and did not disclose the error.
• Second prescription change remakes within the same benefit period.
• Style changes initiated after the 30-day return window without a documented fit concern.
• Eyewear purchased outside of the authorized SSE corporate program portal.

6. Standard Return & Exchange Process

All returns, exchanges, and warranty claims must follow the steps below. Items received without a valid RMA number will not be accepted or processed.

7. Program Integrity

Misuse of this policy - including misrepresenting cosmetic damage as a manufacturing defect, submitting duplicate claims, or providing falsified prescription documentation - may result in:

• Immediate suspension from the corporate eyewear program.
• Financial recovery of program costs incurred as a result of the fraudulent claim.
• Referral to the employer's Human Resources department in accordance with company conduct policy.