Understanding Discounts, Price Changes, and Refunds on Orders
Making changes to your order, adding discounts, or handling price differences can raise questions about how the process works. Below is a detailed guide to help you understand the general rules and scenarios regarding discounts, price adjustments, and refunds on orders.
Discounts on Updated or Changed Orders
Retaining Discounts on Updates If you update your order, such as switching to a different brand based on your prescription, applicable discounts—like the first-time buyer discount or promotional discounts—can still apply to the updated item. The price difference will be recalculated with the discount applied, and you will be informed of any balance to be paid.
Adding Discounts to Existing Orders Discounts cannot be added to an order after it has already been placed unless you make changes to the order, such as opting for another promotion before the order ships. Only one promotion can apply per order (e.g., a free sunglasses promo or a discount on contacts).
Conditions Where Discounts May Not Apply If you switch to a product vastly different from the original (e.g., a completely different type of product), discounts offered on the original product may not carry over. Contact support for specific cases.
First-Time Buyer Discounts First-time buyer discounts can be retained for exchanges or refunds. However, in certain scenarios, you will need to contact customer service to manually apply the discount to the new order.
Handling Price Differences for Updated Orders
Price Increase on Upgrades When you switch to a higher-priced item, the updated total will include the additional costs. Discounts will still apply if eligible, and you will be required to approve and pay the remaining balance before proceeding. This payment can be charged to the card on file or through a payment link.
Price Reductions If an update leads to a lower total price, refunds for the difference will be issued.
Replacement Orders When replacing items with more expensive products, the price difference will be calculated and charged after receiving your approval. Agents may provide payment links to facilitate seamless transactions.
Price Differences and Membership Fees Membership fees (e.g., KITS+ fees) are excluded from price difference calculations, as those are not product charges. Only the product cost will be taken into account when a replacement is submitted.
Refunds and Payment Methods
Refunds for Canceled or Changed Orders If a canceled or updated order results in a refund due to price adjustments, refunds will typically be processed to the original payment method. If there are any issues with the original payment method, our team will provide an appropriate solution.
Confirmation of the updated charges or refunds will be sent by email.
Payments for Balances on Updated Orders When a price difference is calculated for an updated order, we will offer the option to charge the card used when you placed the order. If the saved card cannot be charged or if a payment method that cannot be charged was used, a payment link will be sent for manual processing. Orders will proceed only after the balance is settled.