Warranty

HERO LOUPES® Warranty & Return Policy

Applies to all orders placed on or after September 24, 2026

Precision instruments deserve precision-level support. Every pair of HERO LOUPES is hand-calibrated and built to your specifications — and we back that craftsmanship with one of the most comprehensive warranty programs in the industry. Whether you're a general dentist, hygienist, oral surgeon, or specialist, we're committed to keeping your equipment performing at the highest level throughout your career.

Note: Final sale and clearance items are not eligible for return or refund.

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LOUPE WARRANTY

Who's Covered

Our Limited Lifetime Warranty is extended exclusively to the original purchaser, as confirmed in our order records. Coverage is personal to you and cannot be transferred to another owner.

What's Covered

We build HERO LOUPES to last — and we stand behind every component against manufacturing defects. Covered components eligible for repair or replacement include:

• Frame and temple arms
• Nose pad assembly and adjusters
• Hinge mechanisms
• Carrier lens frame
• Oculars and ocular housing
• Adhesive bonds and optical seals
• Collimation and optical alignment

After the initial 45 days, the following adjustments may carry a lab service fee even within the warranty period:

• Interpupillary distance (PD) recalibration
• Ergonomic angle and tilt adjustments
• Convergence correction
• Prescription lens updates
• Full rebuilds

Loupes equipped with progressive, blue-blocker, or high-index lenses may be subject to additional service fees due to the complexity of those configurations. All warranty claims are reviewed by our Quality Assurance team to confirm whether an issue stems from a manufacturing defect versus wear or misuse.

What's Not Covered

• Physical damage from drops, impacts, crushing, or theft
• Repairs or modifications performed by anyone other than HERO LOUPES
• Water damage from submerging or rinsing under water
• Failure to follow maintenance protocols
• Complimentary accessories like headstraps or side shields
• Lost or stolen items
• Transit or carrier-related damage
• Normal cosmetic wear (scratches, scuffs) that does not affect optical performance
• Damage resulting from use outside of manufacturer guidelines

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HEADLIGHT WARRANTY

What's Covered

The HERO LOUPES headlight warranty covers defects in materials and workmanship for the following components:

Coverage reflects protection against defects — not a prediction of product lifespan. With proper care and maintenance, HERO LOUPES lighting systems are designed to serve you well beyond their warranty window.

What's Not Covered

• Liquid damage to any headlight or battery component
• Physical damage from drops, impacts, or rough handling
• Failure to follow product care instructions, warnings, or maintenance protocols
• Unauthorized modifications or third-party repairs
• Normal wear from daily use
• Battery capacity loss due to overcharging

Battery Care Note: To extend battery life, avoid charging overnight. HERO LOUPES batteries are rated for 300+ charge cycles under proper use conditions.

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45-DAY TRIAL & EXCHANGE

We give every customer a full 45 days from delivery to evaluate their purchase in a real clinical setting — because that's the only environment where loupes truly reveal themselves.

Exchanges are always free. Full refunds are available with a $175 customization fee.

Exchanges — No Fee, No Hassle

Within your 45-day trial, you can exchange your loupes for a different magnification, working distance, frame style, or loupe type at no cost. Common reasons customers use their exchange:

• Switching magnification or working distance
• Changing frame style or color
• Moving between loupe types (e.g., EVO 3.5x to EVO XL)
• Correcting an order configuration error
• Adjusting headlight settings, LED color temperature, or mount type

Exchange guidelines:

• Any price difference between items will be collected or refunded accordingly
• Your 45-day trial window resets upon delivery of the exchanged product
• Items that have been damaged, misused, or altered may not qualify
• Exchange shipping is the customer's responsibility in both directions. Because free shipping was applied to your original order, all exchange shipments — to and from our facility — are invoiced to the customer as this is thru a third party carrier

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RETURNS & REFUNDS

Before initiating a return, we ask that you connect with our support team. Our specialists can often resolve fit and comfort concerns in a single Calibration Support Call — and most customers who take that step find a solution without needing to return. If you've completed that process and still wish to return, here's how it works.

TTL (Through-the-Lens) Loupes

EVO XL, EVO 3.5x, and all custom-configured TTL styles

Returns are accepted within 45 days. Because every TTL loupe is built and calibrated specifically for you — including PD measurement, ocular positioning, working distance, personalized engraving, and frame fitting — a $175 Customization Fee applies. This reflects the irreversible work that goes into your order. The original shipping charge if any is also non-refundable.

Light Systems & SIDEKICK

Hero Light Wired, Hero Light Wireless, Aura™ Light, SIDEKICK

Returns are accepted within 45 days with no customization fee. Only the original shipping charge if applicable is non-refundable.

Prescription Lenses

Prescription lens fabrication is non-refundable in all cases. Lenses are made to your individual prescription and cannot be restocked or repurposed.

For future prescription updates, the fee is $200 lab & labor + $50 shipping. The customer is responsible for shipping the unit to our facility for remounting.

General Return Guidelines

• Returns must be postmarked within the 45-day trial window to be eligible
• Products must be in reasonable condition consistent with normal clinical use
• Return shipping is the customer's responsibility
• Refunds are issued to the original payment method within 5–10 business days after receipt and inspection
• Damaged, misused, or modified items may not qualify for a return

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DEFECTIVE OR INCORRECT ORDERS

If your product arrives with a manufacturing defect or doesn't match what you ordered, contact us right away at sales@heroloupes.com. 

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HOW TO GET SERVICE

Email: sales@heroloupes.com
Include: Your order number and a description of the issue

Our team responds within two business days and will guide you through next steps — whether that's a warranty repair, exchange, or return. If you're outside the warranty window, reach out anyway. We'll review your situation and do our best to help.

Additional Notes:

• All pricing is in USD
• Inbound shipping to HERO LOUPES for warranty service is the customer's responsibility
• HERO LOUPES covers outbound shipping on all warranty-serviced or replaced items via standard shipping
• For international orders, please contact us for shipping details. Customs duties and import tariffs are the customer's responsibility, as rates vary by country