Important Patient Policy
Prescription eyewear and contact lenses are selected, measured, ordered, or manufactured for an individual patient. Please review these terms before purchasing eyewear or contact lenses.
Terms worth knowing
Purchasing eyewear or contact lenses from New Path Vision confirms acceptance of the full policy below.
Orders cannot be canceled after submission to a laboratory, manufacturer, distributor, or supplier.
Prescription spectacle lenses and customized lens options are made for one patient and one frame.
Frames cannot be returned, exchanged, or refunded once the eyewear order is submitted. Orders are typically submitted at the close of business on the purchase date.
Opened, damaged, marked, expired, altered, or incomplete boxes cannot be returned or refunded.
Report qualifying concerns within 30 days after pickup or delivery and no later than 60 days after the lab order.
Applies to: Retail products and related professional services purchased directly from New Path Vision
Effective date: September 8, 2026
All eyewear, lens, contact-lens, specialty-product, and custom-order sales are final once the order has been submitted to the laboratory, manufacturer, distributor, or other supplier.
After an order is submitted:
New Path Vision may correct an error, manufacturing defect, or other covered issue as described below, but such correction does not create a right to cancel the purchase or receive a refund.
Eyeglass frames are nonreturnable and nonrefundable once the eyewear order has been submitted to the laboratory, manufacturer, distributor, or supplier. Eyewear orders are typically submitted at the close of business on the date of purchase, but may be submitted earlier.
If a patient needs to request a change or cancellation, the patient must contact New Path Vision before the order is submitted. A request is not guaranteed because an order may already be in process. Once submitted, the frame cannot be returned, exchanged, or refunded.
Custom-ordered, discontinued, clearance-priced, specially modified, and patient-supplied frames are final sale. This frame policy does not limit correction of a verified New Path Vision or laboratory error or coverage for an eligible manufacturer defect under this policy.
Prescription spectacle lenses are individually manufactured and cut for a particular patient and frame. Prescription lens charges are nonrefundable.
Contact-lens professional services, evaluations, fittings, training, follow-up services, and related fees are nonrefundable once provided.
Contact-lens discomfort, intolerance, improper handling, failure to follow the prescribed wearing schedule, or failure to attend recommended follow-up visits does not create a right to a product or professional-fee refund.
New Path Vision provides one complimentary remake of eligible prescription lenses when a qualifying problem is reported within 30 calendar days after the glasses are picked up or delivered, but in no event more than 60 calendar days after the original order was submitted to the laboratory.
A complimentary remake may be considered when:
The remake is limited to one remake per original order, must normally use the original frame, must remain within the original lens design and options, is not transferable, and does not restart or extend either deadline.
If the patient selects a more expensive frame, lens, coating, treatment, or upgrade, the patient must pay the price difference before the remake is ordered. Amounts previously paid will not be refunded if the replacement product costs less.
A remake does not cover:
The original eyewear and lenses must be returned before a remake is released.
New Path Vision will accept a complete, valid, unexpired prescription from an appropriately licensed outside prescriber, subject to verification when necessary. The patient is responsible for providing an accurate and complete prescription and current prescriber contact information. New Path Vision is responsible for manufacturing and dispensing the eyewear according to the prescription and order accepted by the practice.
If an outside prescription is later changed by the prescribing provider, the revised written prescription must be supplied to New Path Vision and the concern must satisfy both remake deadlines. The original eyewear must be returned for evaluation. Any courtesy remake is limited to one remake and remains subject to this policy.
New Path Vision does not guarantee the clinical accuracy of a prescription written by another provider. New Path Vision remains responsible for correcting its own order-entry, measurement, dispensing, or laboratory errors.
Patients may obtain and use their valid eyeglass or contact-lens prescriptions with another seller. Choosing another seller does not affect the patient’s clinical care at New Path Vision.
New Path Vision is not responsible for products, measurements, fabrication, fitting, adjustments, warranties, dispensing services, delivery delays, return policies, remake policies, or charges provided or imposed by another seller. New Path Vision will not reimburse amounts paid to an outside provider, retailer, website, laboratory, or contact-lens seller.
If a patient experiences difficulty with eyewear made elsewhere from a New Path Vision prescription, New Path Vision may recheck the prescription and eye-health findings when clinically appropriate. The outside seller remains responsible for evaluating and correcting its fabrication, measurements, products, and dispensing work.
This policy does not limit the patient’s right to receive a copy of a valid prescription or purchase eyewear or contact lenses from the seller of their choice.
New Path Vision may decline to place new lenses into a patient-supplied frame when its age, condition, construction, material, or design creates an unreasonable risk of damage.
When New Path Vision agrees to use a patient-supplied frame, the patient accepts the risk that the frame may break or become unusable during ordinary handling, measurement, lens installation, adjustment, or wear. Replacement of the patient-supplied frame is not included in the lens price, lens charges remain nonrefundable, and any replacement frame or additional work will be handled separately.
New Path Vision remains responsible for its own errors and for any rights that cannot legally be waived.
A verified manufacturer defect may qualify for repair or replacement under the applicable manufacturer’s warranty. Warranty coverage does not provide a cash refund unless expressly required by the warranty or applicable law.
Manufacturer warranties generally do not cover accidental damage, misuse, loss, theft, unauthorized repair, normal wear, improper cleaning, heat exposure, chemical exposure, or damage occurring after delivery. The affected product must be returned so New Path Vision can inspect it and determine whether warranty coverage applies.
Insurance and vision-plan benefits are subject to the rules of the applicable plan. When a return, exchange, cancellation, or remake is approved, New Path Vision may first be required to reverse or adjust the insurance claim.
A benefit quotation or authorization is not a guarantee that the insurer will pay the claim.
Any required deposit must be paid before an order is submitted. Unless New Path Vision agrees otherwise in writing, the remaining balance is due when the product is ready or before it is released.
Patients will be notified when an order is ready. Products not picked up within 90 days after the first documented notice may be treated as unclaimed. Payments and deposits remain nonrefundable, and the patient remains responsible for the balance permitted by applicable law.
Charges for examinations, refractions, diagnostic testing, contact-lens evaluations, fittings, training, medical care, consultations, and other professional services are separate from product charges. Professional fees are nonrefundable once the service has been performed. Dissatisfaction with an ordered product does not create a refund right for professional services already provided.
New Path Vision will correct verified errors made by the practice or its laboratory in accordance with this policy. Nothing in this policy eliminates any warranty, remedy, or consumer right that cannot legally be limited or waived.
New Path Vision may make reasonable exceptions when required by law or approved in writing by practice management. An exception in one situation does not change this policy or require the same exception in another situation.
By purchasing eyewear or contact lenses from New Path Vision, the patient acknowledges that:
Questions should be raised before making a purchase.
Call New Path Vision at 610-326-2754.
