Warranty Coverage

Brand Name Frames and Lenses

All brand name frames and lenses, including but not limited to those manufactured by Luxottica, Hoya, Zeiss, Essilor, and other recognized brands, come with a 1-year manufacturer's warranty. This warranty covers any defects in materials or workmanship under normal use during the warranty period.

Unbranded/Generic Frames and Lenses

Unbranded, no name, or generic frames and lenses also come with a 1-year warranty. If a replacement is necessary and the original item is not available, we will provide another item of equal or greater value as a replacement. This warranty is limited to manufacturer defects.

Hard Contact Lenses

Hard contact lenses come with a 3-month limited warranty. Returns due to manufacturer defects are accepted within 3 months. After that, no warranty/returns are accepted.

Miscellaneous Products

No warranty/returns for other miscellaneous products, including but not limited to: soft contact lenses, eyeglass cases, pouches, containers, contact lens washing fluids, etc.

Warranty Exclusions

User-Caused Damage: The warranty does not cover damage resulting from accidents, misuse, or negligence. For example, if the glasses are dropped while traveling on a motorbike and the frames or lenses are damaged, this will not be covered by the warranty.

Non-Manufacturer Defects: Issues or defects caused by the user rather than being legitimate product defects are not covered.

Modified Products: If we detect signs of the customer having modified their products, such as replacing lenses at another optical shop, which caused damage to the frames, or having another shop refit their glasses resulting in damage, we may reject the warranty claim.

Suspicious Damage: If we see suspicious damage near the claimed defect (such as the customer claiming that the frame arms fell off due to a manufacturing defect, and we detect scratch marks near the parts that connect to the arm, or if the arm itself has scratching on it) we may refuse the warranty claim on the basis that the customer has damaged the product themselves and there is evidence suggesting this.

Normal Wear and Tear: The warranty does not cover normal wear and tear. Lens coatings will degrade over time, and become more prone to scratching, especially when exposed to extreme heat/cold and high/low humidity. Frames may start discolouring over time, and any plastic parts may turn brittle and crack. Avoid leaving your glasses in direct sunlight (avoid unecessary UV exposure), and hot/cold places (near car AC vents, snow/ice, heaters, etc.) to prolong the life of your products. Please reach out to us and we can provide you with the latest advise on how to prolong the life of your products.

Warranty Examination and Claims

Each warranty and return claim will be examined on a case-by-case basis. Pattaya Optical reserves the right to refuse any warranty claim if it is determined that the issue is not due to a manufacturer defect. The reasoning for such a decision will be communicated to the customer.

Returns & Refunds

No returns or refunds for change of mind: Once a purchase is completed and the product has left the physical premises of Pattaya Optical, no returns or refunds will be accepted for any reason other than legitimate manufacturer defects.

How to Claim Warranty

To initiate a warranty claim, please contact our customer service at pattayaoptical@gmail.com or +66 (0) 9 8558 8101 with your proof of purchase and a detailed description of the issue.

We will only accept contact made in English, Thai, or Finnish - any other languages will be disregarded. Terms of Service.

Return options:

• Courier/Mail: The customer pays for delivery to us. We will cover the most economical/reasonable return courier if the warranty is accepted. Customers can include a return envelope if they wish to use a courier of their choice/expedited mail.
• In-Store Dropoff: Items can be dropped off in-store (please find our address at the bottom of this page).

Any claims are subject to presenting the original receipt, and the customer must contact us to start the claims process before the warranty period has ended for the relevant product.

Collection of Rejected Claims

If the warranty claim is rejected by Pattaya Optical, the customer must arrange pickup of their goods, either by courier or in person. We will not mail out rejected claims at our expense.

Contact us first to see if the claim is likely to be accepted.

In the event that the claimed products remain uncollected, we will hold onto the product for an undisclosed amount of time, most likely at least 3 months, after which we may dispose of the item. The customer will not be reimbursed for uncollected items.

We will take all reasonable steps to contact the customer and resolve any issues, including calling/emailing the customer using the details provided in their warranty claim. If the customer resides in a hotel, we may try contacting the lobby/reception to arrange a delivery.

We will not mail or deliver items to unconfirmed addresses without explicit permission from the customer, especially internationally - we will need a written statement from you giving us permission to send it to your provided address.

If the recipient in the claim differs from the actual recipient at delivery, we will not deliver the product. Any missed deliveries due to the customer's errors will require the customer to repay for shipping. If not, it will be treated as an uncollected item once returned to us.

If there was a mistake on our end, such as a misspelled address when there is proof that the customer gave the correct one, we will take responsibility.

Additional Services for Non-Warranty Damage

In the event that the customer has broken the frames, either intentionally or by accident, we may be able to fix the frames by welding or using spare parts (subject to availability). These may be provided free of charge or as chargeable services.

As for lenses, in almost every single case, nothing can be done.

Contact Information

For any questions or concerns regarding our Warranty & Returns Policy, please contact us at:

Pattaya Optical
175/10 Central Pattaya Rd,
Pattaya City,
Amphoe Bang Lamung,
Chonburi 20150, Thailand

pattayaoptical@gmail.com
+66 (0) 9 8558 8101