Returns Policy

RAYNER RETURNS POLICY FOR IOLs (US ONLY)

Customers must contact Rayner Customer Service for an RMA before shipping any lenses for return. Rayner employees are not permitted to obtain RMAs or return lenses on behalf of customers. All lenses must be securely packaged in a box. Lenses shipped in padded envelopes are often damaged in transit and may result in rejection of the return or charges to the Customer.

General Return Policy – Terms & Conditions

  • Rayner reserves the right to accept or decline any returned lenses after reviewing eligibility and product condition.
  • Rayner may make case-by-case exceptions to this Return Policy at our sole discretion.
  • Rayner may update or modify this Return Policy at any time without prior notice.
  • Products returned that do not meet eligibility criteria may be destroyed and will not qualify for credit or exchange.
  • All returns are subject to final inspection and count upon receipt at Rayner’s warehouse.
  • Returned lenses are eligible only for exchange or non-cash credit toward a future purchase. Rayner does not issue cash refunds.
  • All credits are issued at the price reflected in the applicable Purchase Order or Consignment Agreement.
  • Non-cash credits may expire if unused after 12 months.

Return Requirements – Direct Purchase and Backup Lenses

  • A valid corresponding Purchase Order (PO) is required for every return.
  • Customers must obtain an RMA before returning any product; returns shipped without prior approval will not be processed.
  • Customer Service can be reached at:
    • CustomerserviceUSA@rayner.com
    • 1-844-RAYNER1
  • Returns shipped without prior approval and an RMA cannot be processed.
  • When eligible, Customer Service will issue a prepaid return label with the RMA.
    • Prepaid labels are provided for eligible lenses returned within 30-days of direct purchase and/or in the case of shipping errors, quality issues, or vigilance matters.
    • Returns received after 30 days will be rejected and not eligible for credit.
  • Returned products must meet all of the following to be eligible for credit:
    • Unopened and in original packaging
    • In currently manufactured styles
    • In saleable condition
    • Have at least 6 months of shelf life remaining
    • Products that are expired, obsolete, damaged, dirty, written on, stickered, or relabeled are not eligible.
  • Packaging requirement:
    • Products must be shipped in a box.
    • Returns sent in padded envelopes will be rejected due to high risk of damage.
  • For approved, saleable-condition returns, Rayner will issue a credit to cancel the original invoice for the returned lenses.

Return Requirements – Consigned Product

  • Consignment returns must comply with the Customer’s Consignment Agreement and this Policy. This Policy will take precedence when related to product returns.
  • No credit will be issued for returned consignment products.
  • Customers are responsible for all return shipping costs for consignment returns unless:
    • There is a Rayner-confirmed quality issue not identifiable on receipt, or
    • There is a vigilance matter.
  • Returned products must meet all of the following conditions:
    • Unopened and in original packaging
    • In currently manufactured styles
    • In saleable condition
    • Have at least 6 months of shelf life remaining
    • Products that are expired, obsolete, damaged, dirty, written on, stickered, or relabelled are not eligible.
    • If any of these requirements are not met, Rayner will invoice the Customer for the product at current pricing or as defined in the Consignment Agreement.

Please contact Rayner Customer Service at CustomerServiceUSA@Rayner.com or 1-844-RAYNER1 with any questions.