OWNDAYS Customer Guarantees

Offering you the most comprehensive after-sales service in the optical industry

1-Month free exchange

We provide complimentary exchange of glasses within one month of purchase.

*One-time only
*Product must be complete, undamaged in its original condition.
*Original receipt and warranty card must be presented.
*Customer is required to top up the price di fference if the replacement pair is of a higher value than the
original pair.
*No change policy if the replacement pair is of lower value than the original pair .

Note: 1 month exchange now covers sunglasses/pc glasses/accessories (1 month exchange covers all)

Procedure:
- Possible Reason for Exchange:
o Change of mind, change color, vision problem, fit problem etc.
- Customer presents receipt and warranty card.
- Date is checked to confirm if it is within 1 month of purchase.
- First inspection of the frame is conducted by optician or optometrist, final inspection is by store OIC. Once it is
determined that item is in good and sellable condition, proceed to next step. If there is a manufacture’s defect,
proceed to next step. If it is not a manufacture’s defect, store OIC and optician must explain why this is not covered.
- Only exchange is possible (Product must be complete, undamaged in its original condition)
o Same frame exchange is priority, check the same store, and then check other stores for transfer. If the stock
will be transferred from other store, the customer must be informed that it will take 3-5 business days for
the transfer, and the customer will be contacted through text once the new frame is available. Please seek
and send approval of stock transfer to Head Office.
o If same frame is already out of stock, customer may choose a different frame. This may mean the original
lenses will not fit. This requires management approval (loss lens)
- Exchange of Item but damaged by customer
o Explain that damaged items cannot be exchanged, offer 50% replacement fee
If customer insists, please call area head for approval.
- If frame was bought
o Locally: transaction is found on POS system, then return exchange module is clicked, frame is selected.
o Internationally: warranty card must be checked to show the store was international. Since there was no
prior transaction in our local system, customer must present warranty card or receipt to show price of item
bought. Receive the frame from customer use return exchange module in POS, item will automatically be
transferred to outgoing to warehouse.
- POS: Click return and exchange module
- Customer surrenders old frame, staff inserts frame into zip lock bag for protection, and labelled with complete
documents attached. Must be returned to display after putting a demo lens.
- Loss lens will be returned to head office with complete documentation
- A new warranty card will be issued but will use the original date of purchase. SH will note that this transaction was
already returned and exchanged.
- Documentation
o Warranty Card of Customer
o Management approval of new frame and or lenses/stock transfer or different frame same value

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 OWNDAYS Customer Guarantees

Offering you the most comprehensive after-sales service in the optical industry

1-Year warranty on frames

We provide complimentary exchange of frames should there be any manufacturing defects within one year
from date of purchase.

*The following are not covered under this warranty:

- Damage due to deliberate misuse, improper repair, negligence or lack of care
- Sale Items
*You may choose any frame of the same value if your current frame is no longer in stock .

- Possible Reason for Warranty on Frame:

o Manufacturing Defect (please see guide for reference)
- Customer presents receipt or warranty card.
- Date is checked to confirm if it is within 1 year of purchase.
- First inspection of the frame is conducted by optician or optometrist, final inspection is by store OIC. Once it is
determined that it is manufacturing defect, proceed to next step.
o Same frame exchange is priority, check the same store, and then check other stores for transfer. If the stock
will be transferred from other store, the customer must be informed that it will take 3-5 business days for
the transfer, and the customer will be contacted through text once the new frame is available. Please seek
and send approval of stock transfer to Head Office.
o If same frame is already out of stock, customer may choose a different frame of the same value only. This
may mean the original lenses will not fit. This requires management approval (loss lens)
- If frame was bought
o Locally: transaction is found on POS system, then incoming outgoing module is clicked, frame is selected.
o Internationally: warranty card must be checked to show the store was international. Since there was no
prior transaction in our local system, customer must present warranty card or receipt to show price of item
bought. Receive the frame from customer use incoming outgoing module in POS, item will automatically be
transferred to outgoing to warehouse.
- POS: Incoming Outgoing Module
- Customer surrenders old frame, staff inserts frame into zip lock bag for protection, and attach complete documents.
Defective frames will be returned to head office at the end of the month with complete reports and documents
- A new warranty card will be issued but will use the original date of purchase. SH will note that there was a warrant.
- Documentation
o Warranty Card of Customer
o Management approval of new lenses/stock transfer or different frame same value

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 OWNDAYS Customer Guarantees

Offering you the most comprehensive after-sales service in the optical industry

1 Year exchange on lens visual performance

We provide a complimentary exchange of lens es if you experience discomfort in your vision

within one year from purchase.

*One-time only
*Prescription specified by customer by the customer (FOP) or issued by another doctor (Dr. Rx) is not
covered under this warranty .

Procedure:
- Possible Reason for Warranty on Lens:
o Visual Discomfort due to prescription (Blurred Vision, Headache, Dizziness, Glare, Distortion etc.)
o Non adaptation to OWNDAYS Progressive Design
- Customer presents warranty card, if without warranty card check POS
- Date on warranty is checked to confirm it is within 1 year.
- First, try to address complaint by frame adjustment and teaching again the customer on proper lens use.
- Proceed to refraction

Terms:
- This warranty is applicable for all lenses. No need to check if with or without scratch.
- FOP and other Dr’s Rx modified by OWNDAYS Opto – covered by warranty
- But next warranty claim due to discomfort subject to 50% fee. (1x only)
st
- POS: Use incoming outgoing module for the 1 claim. For succeeding claims treat as new transaction with 50%
discount. Request for override.
- Return old lens to head office and attach complete documents

FAQs:
- Q: I’m having headache with this lens because there is scratch on my lens, in my line of sight.
A: Not covered by this warranty – Headache should be because there was problem with prescription. Offer 50%
discount.
- Q: My eyes are blurred, I think my prescription changed already. Can you recheck my eyes?
A: Not covered by this warranty. When customer went in to have an eye check, the customer was aware that there
might already be a normal change in his Rx. Meaning the original Rx we released before was okay, it’s just that his
prescription changed over time. Treat as new transaction. No discount.
- Q: I have eye condition (Cataracts, Glaucoma etc.), medical condition (Hypertension or Diabetes etc.) and/or eye
surgery and it affected my prescription – change of prescription – is this covered by warranty?
A: Covered by warranty
- Q: Prescription from other doctors, modified by OWNDAYS Opto, is it covered by this warranty?
A: Yes once prescription was modified by OWNDAYS Opto it will be considered as our Rx – covered by warranty
st
- Q: Customer is 1 time eyeglass wearer, can’t tolerate full Rx so Opto gave undercorrected Rx. After a few months
customer wants to have the full Rx. Is this covered by warranty?
A: Yes covered by warranty

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 OWNDAYS Customer Guarantees

Offering you the most comprehensive after-sales service in the optical industry

Free exchange of lens upgrades to regular lens

If you are unable to get used to you r lens upgrade, you may exchange them to regular lenses at no charge
within two months from date of purchase.

Procedure:
- Possible Reason for Exchange of lens upgrade to regular lens:
o Unable to get used to progressive glasses
o Colour lenses chosen does not suit style or visual performance
o Blue Shield Lenses causing glare
- Date of purchased is checked, if within two months.
- Recheck grade if needed.
- Change of upgrades to basic lens is free of charge
- Refund the upgrade fee. Follow refund procedure.
- Change of lens colour or tint density is excluded from this warranty.
- Lens with upgrade and all documents must be submitted to head office.
- Customer is issued new warranty card for the new lens with date based on original date of purchase.
- POS: Return Exchange Module selected

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 OWNDAYS Customer Guarantees

Offering you the most comprehensive after-sales service in the optical industry

50% discount on your replacement pair

If your glasses are damaged within one year from date of purchase for reasons not covered by our
warranty, we will offer you a 50% discount when you purchase a replacement pair of the same model .

*One-time only.
*The damaged frame and lens must be returned to OWNDAYS
*Lens upgrade will not be replaced. But, we will offer you a 50% discount if you opt to change your
lenses.
*You may choose any frame of the same value if your current frame is no longer in stock.

Procedure:

- Possible Reason for 50% discount for your replacement pair:

o Damaged frame due to customer mishandling (Please see guide for reference)
- Applicable for all OWNDAYS frames only
- Replacement pair should be same model or SKU first, replace both frame and lens (Stock lens HMC)
- If same model is not available in the store, offer two options to the customer:
o We can check other stores for transfer. If the stock will be transferred, the customer must be informed that
it will take 3-5 business days for the transfer, and the customer will be contacted through text once the new
frame is here. Please send approval of stock transfer to Head Office.
o If same frame is already out of stock, customer may choose a different frame of the same value only. This
may mean the original lenses may not fit, supply new lens.
- For frames with lens upgrades, offer two options to the customer:
o If customer wants a new frame with new lens with upgrade. The 50% discount will be applied on the total
amount of purchase
o Customer has an option to purchase frame only and reuse his old lenses. Customer will pay 50% off the
frame tag price. (Do not deduct P1,000.00 frame only after giving 50%off) No double discount.
- This warranty is not applicable for frames purchased at 50% off.
- The damaged frame and lens must be returned to head office with complete documents attached.
- POS: Incoming and outgoing module.
New transaction for 50% payment, ask for override.
- Store head must oversee the transaction of the cashier to proceed with the 50% discount. Request for override from
head office.

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 OWNDAYS Customer Guarantees

Offering you the most comprehensive after-sales service in the optical industry

Free lifetime fitting, cleaning and maintenance services for your OWNDAYS glasses

We provide complimentary screw tightening, personal fitting, frame adjustment, nose pad replacement
and cleaning of lenses for your OWNDAYS glasses in all OWNDAYS shops around the world.

*Subject to availability of parts .

Procedure:
- Applicable for all OWNDAYS eyeglasses
- For those who availed lens replacement service only: Customer needs to sign waiver first. Refer to guide for frames
that require special tools and adjustment procedure.

Free lifetime eye check and consultation services.

Procedure:
- Prescription is not released to the patient unless a purchase is made.
- Store to keep record of latest prescription

Warranties are valid in OWNDAYS shops worldwide

As OWNDAYS continues to expand our global retail network, we endeavour to provide you the most
comprehensive after-sales service. Simply approach any OWNDAYS shop near you, wherever you may be.

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 OWNDAYS Customer Guarantees

Offering you the most comprehensive after-sales service in the optical industry

ADDITIONAL WARRANTIES:

1 Month Full Refund For Valid Returns

You may return any OWNDAYS product for a full refun d within one month of purchase.
We accept all valid returns, with products in good condition.

*Limited to one-time refund per customer for the return of non-defective products.
*Refund will only be accepted at the shop of purchase, with Warranty Card and Original Receipt.

Procedure:
- Possible Valid Reason of Refund:
o Design - Different frame, Doesn’t suit, Incorrect fit
o Overall Condition - Frame quality, Lenses quality, Lenses’ thickness, Overall quality
o Upgrade Problem – Progressive Design, Color, PC, Transitions
o Vision Problem - Headache/ distortion, Comfort, Eye disease and allergy
o Staff correspondence
o Time (order)
- Original Receipt is needed (no photocopies).
- Refund only from Store of Purchase.
- Refund made through same mode of payment.
- Lens checked using lensmeter if necessary and compare with what was written in warranty card.
- It is within 1 month of date of purchased on the receipt.
- If product is in undamaged (in sellable condition) -> refund is allowed
- If product is damaged then the store head must assess whether it is:
o Product Defect: Offer customer possibility of exchange first, for customer not to proceed with refund.
o Customer Fault: Offer 50% replacement fee, explain that damaged items cannot be refunded or exchanged.
If customer insists, please call area head for approval.
- Transaction is searched for in CHASE POS, refund is processed
o If cash, refund can be processed right away, subject to availability of cash and after getting the payment
voucher code as proof of approval from the accounting head.
o If card, accounting will process reversal within 2-3 business days, and it will take 7-14 business days for
banks to process reversal. For stores to proceed with refund they need to fill out Card Reversal form and
forward all documents to head office.
- Customers may call or follow up to inquire on the refund status after 3 weeks.
- POS: Click refund module, items will automatically returned to store inventory. Since lens is no longer sellable,
outgoing to warehouse module is used – reason code – loss lens due to refund.
Internal Procedure
- All refunded transactions are collected.
- Reversal of mall commissions – once refund was approved by accounting, store is instructed by accounting to encode
refund in system and amount will be automatically deducted therefore mall will not get any commission. In case
refund was encoded in system after mall cut off, reversal will be applied on next cut off.
- Tracking of refunds – accounting can track refund thru POS
Key Explanations:
- Documentation Required: Since we are processing a transaction reversal, we need the original documentation
(receipt/warranty) back for both government/mall/internal documentation. This is also partially to ensure
receipts/warranties don’t accidentally get used twice.
- Mode of Refund: We can only refund with the mode of payment because credit cards take commission on sales,
therefore we will need to reverse the commission from the bank. This is an accounting procedure.
- Store of Refund: We can only refund from the store of purchase because certain malls/department stores collect
commission on sales, and we will need to properly reverse those transactions. This is an accounting procedure.
- Delay of Refund for Credit Card: We apologize for that, we will process your refund immediately however the bank
does have a standard refund policy.
Questions:
- Owndays Royalty: Reversal of royalty paid for refunds: Once transaction with refund is adjusted in our system it will
no longer be included in the computation of royalty.

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 OWNDAYS Customer Guarantees

Offering you the most comprehensive after-sales service in the optical industry

Lens Replacement Fee of P2,990.00 is waived to change basic lens to upgrades

If for any reason, you want to upgrade your regular lenses to Blue Shield, Transitions, Color or Progressive
lenses within one month of purchase.

*Regular lenses must be returned to OWNDAYS

Procedure:
- Possible Reason of lens upgrade from regular lens:
o Vision problem
o To fit lifestyle
o To address visual demands
- Date of purchased is checked, if within 1 month.
- Lens replacement service fee of P2,990.00 is waived to change basic lens to upgrades.
- Regular lenses, warranty card, loss lens report, IR and other documents must be submitted to head office.
- Customer is issued new warranty card for the new lens with date based on original date of purchase.
- POS: New transaction, request for override to deduct P2,990.00
Incoming Outgoing Module

50% discount on damaged lenses

If your lenses are damaged within one year from date of purchase for reasons not covered by our
warranty, we will offer you a 50% discount on your replacement lens.

*One-time only.

Procedure:

- Possible Reason for 50% discount for your replacement lens:

o Damaged lens due to customer mishandling
o Scratched lenses
- Applicable for all OWNDAYS lens only
- Replacement should be same lens type only.
- For 2 pcs. lens – P 2,990 less 50%
- For 1 pc. lens – P 1,495 less 50%

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