Warranty
Telescopes/Oculars and Adhesive are covered under a Limited Lifetime Warranty, while lights are covered for 2 years, and batteries for 2 years. Remounting of Thru-the-Lens products due to calibration of pupillary distance is covered for 45 days.
However, the warranty coverage is subject to certain limitations, such as breakage or failure due to tampering, misuse, neglect, accidents, modification, liquid damages, or if the product is not used in accordance with the manufacturer's recommendations or instructions. Additionally, if the product is repaired or serviced by someone other than Hero Loupes, it will void the warranty. The warranty does not cover lost or stolen products; any adhesive applied to the product will also void the warranty.
Scratches or abrasions on the telescopes, lenses, or frame are considered normal wear and tear and are not covered. The telescopes are water resistant but not waterproof. Avoid submerging into water. The warranty is non-transferrable between the original owner and a new owner if the product is resold, and labor and service fees may apply for recalibration/remount.
If you experience any issues with your Hero Loupes product, please contact the company to discuss the issue, and send the equipment in for evaluation. Once Hero Loupes receives and evaluates the equipment, they will service or replace any defective equipment. The sender is responsible for shipping costs to Hero Loupes, but Hero Loupes covers the shipping of serviced products back to the sender. For any replacement parts or products serviced or exchanged under warranty, the sender is responsible for shipping the product to Hero Loupes. For smaller accessory products that are inside their warranty coverage period, the product will not be shipped back to Hero Loupes, and Hero Loupes will ship a replacement product without receiving the original product. However, the customer is responsible for shipping charges.
Ultimately, serviceability is determined by Hero Loupes after they receive and evaluate the equipment.
Exchange
At Hero Loupes®, we are committed to ensuring that our customers are satisfied with their purchases. Therefore, we offer a 45-day trial period for our products, during which customers may exchange their purchased items free of charge for items of equal value.
In the event that the exchanged items differ in price, any price difference will be refunded or collected as needed. This policy is in place to provide our customers with flexibility and the opportunity to try out our products with peace of mind.
If you wish to exchange a product within the 45-day trial period, please contact us and we will be happy to assist you in the process. Our dedicated customer service team is always available to answer any questions you may have and to ensure that you are completely satisfied with your Hero Loupes® product.
For prescription lens, the initial fabrication and placement is $200, which is non-refundable due to its personalization. If in the future, a new prescription is needed for the loupes, there will be a $200 lab & labor fee along with a $50 shipping fee.
Service Information
At Hero Loupes®, we stand behind the quality and durability of our products. While our products come with a specified warranty period, we understand that issues may arise beyond the warranty period.
Therefore, we offer post-warranty servicing for many of our products. If you are experiencing an issue with your equipment and are outside the warranty period, please do not hesitate to contact us to initiate a service ticket. Our dedicated customer service team will be happy to assist you in any way possible to resolve the issue and get your equipment back to working order.
You may reach out to us via email at Sales@HeroLoupes.comto begin the process. We value our customers and are committed to ensuring their satisfaction with our products, both during and after the warranty period.
Return/Refund Information
At Hero Loupes®, we want our customers to be completely satisfied with their purchases. Therefore, we offer a 45-day trial period during which customers may return their purchased products for a refund, minus shipping cost.
Please note that shipping costs are non-refundable and the customer returning the product is responsible for paying for the shipping fees. Additionally, any fees associated with prescription services for loupes are non-refundable.
If you wish to initiate a return within the 45-day trial period, please contact us and we will be happy to assist you in the process. Our dedicated customer service team is always available to answer any questions you may have and to ensure that you are completely satisfied with your Hero Loupes® product.
Terms & Conditions
PLEASE READ THESE TERMS CAREFULLY BEFORE USING THIS SITE
By accessing, browsing, or using heroloupes.com (the “Site”) and any related services, you agree to be bound by these Terms of Use (“Terms”) and our other applicable policies, including our Privacy Policy and Warranty Policy.
If you do not agree to these Terms, please do not access or use the Site.
1. Company Information
This Site is operated by Hero Loupes, LLC, a California limited liability company, located at:
2197 Main Street, Oakley, CA 94561, USA.
Email: support@heroloupes.com
2. Acceptance and Modification of Terms
Hero Loupes may revise these Terms at any time by posting updated versions on the Site. Any modifications are effective upon posting. Continued use of the Site after such posting constitutes acceptance of the revised Terms. You are encouraged to review them periodically.
3. Use of the Site
You are granted a limited, non-exclusive, non-transferable license to access and use this Site for lawful purposes related to browsing and purchasing Hero Loupes products.
You agree not to:
Use the Site in any way that violates applicable laws or regulations;
Copy, modify, distribute, or display any Site content without written permission;
Use any automated systems (including bots or scrapers) to access the Site; or
Attempt to interfere with the Site’s functionality or security.
We may suspend or terminate access to the Site at any time for violation of these Terms or misuse of our services.
4. Intellectual Property
All content on the Site—including text, images, graphics, product designs, videos, and software—is owned by or licensed to Hero Loupes LLC and protected by U.S. and international copyright, trademark, and intellectual property laws.
You may not reproduce, transmit, or create derivative works from our content without express written consent.
The Hero Loupes name, logos, and product marks are trademarks of Hero Loupes LLC and may not be used without permission.
5. Medical Disclaimer
Hero Loupes products are optical aids intended to enhance visibility during professional tasks. They are not medical devices and are not intended to diagnose, treat, or prevent any disease or condition. Users should exercise professional judgment and comply with all applicable regulations and infection-control standards.
6. Accuracy of Information
While we make reasonable efforts to ensure the accuracy of information on this Site, Hero Loupes does not guarantee that product descriptions, prices, or other content are error-free, complete, or current.
Product images are for illustrative purposes and may differ slightly from actual items. We reserve the right to correct errors and update information at any time without notice.
7. Ordering & Payment
Placing an order constitutes an offer to purchase. All orders are subject to acceptance by Hero Loupes.
We may refuse or cancel any order at our discretion, including cases of pricing or availability errors.
Payment must be made using accepted methods displayed at checkout.
We sell and ship both domestically and internationally; additional customs duties or import taxes may apply and are the responsibility of the buyer.
8. Shipping, Risk of Loss & Title
Title and risk of loss transfer to you when the shipment is delivered to the carrier.
Shipping methods, times, and costs are shown at checkout. Hero Loupes is not liable for delays caused by carriers or customs processes.
9. Returns & Warranty
We accept returns of unused products within 45 days of delivery.
Returned items must be in original condition and packaging.
Our limited lifetime warranty covers manufacturing defects only; it does not cover damage due to misuse, modification, or normal wear.
Please refer to our detailed Warranty Policy on the Site for complete terms, claim procedures, and exclusions.
Hero Loupes reserves the right to inspect items before approving warranty or refund claims.
10. Product Use & Misuse Disclaimer
Hero Loupes is not responsible for any injury, damage, or loss arising from misuse, improper care, unauthorized modifications, or repairs performed by third parties. Users are responsible for using products according to provided instructions.
11. Promotional and Email Communications
By submitting your contact information or placing an order, you consent to receive transactional, service, and promotional communications from Hero Loupes, LLC.
You may unsubscribe from marketing emails at any time by following the “unsubscribe” link in the email.
Hero Loupes complies with applicable CAN-SPAM and CCPA regulations.
12. Third-Party Links
Our Site may contain links to third-party websites for convenience or reference. Hero Loupes is not responsible for the content, policies, or practices of any linked sites, and access to them is at your own risk.
13. Limitation of Liability
To the fullest extent permitted by law:
Hero Loupes LLC, its owners, employees, and affiliates shall not be liable for any indirect, incidental, special, or consequential damages (including loss of profits, business, or data).
Our total liability for any claim shall not exceed the amount you paid for the product giving rise to the claim.
This limitation applies regardless of legal theory, even if we have been advised of the possibility of such damages.
14. Indemnification
You agree to indemnify and hold harmless Hero Loupes LLC, its officers, employees, and affiliates from any claims, losses, liabilities, costs, or expenses (including attorneys’ fees) arising out of your use of the Site or violation of these Terms.
15. Force Majeure
Hero Loupes shall not be liable for delays or failure to perform due to circumstances beyond our reasonable control, including but not limited to natural disasters, war, strikes, supply chain disruptions, pandemics, or internet outages.
16. Governing Law, Jurisdiction & Arbitration
These Terms are governed by the laws of the State of California, without regard to its conflict-of-law principles.
Any dispute shall be resolved by binding arbitration administered by the American Arbitration Association, conducted in Contra Costa County, California.
Judgment on the arbitration award may be entered in any court of competent jurisdiction.
You and Hero Loupes LLC waive the right to a jury trial or class action to the fullest extent permitted by law.
17. California Consumer Rights Notice
Under California Civil Code §1789.3, California users are entitled to the following notice:
If you have a complaint regarding this Site or wish to request further information, please contact:
Hero Loupes LLC
2197 Main Street, Oakley, CA 94561
Email: support@heroloupes.com
You may also contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs,
1625 North Market Blvd., Suite N-112, Sacramento, CA 95834, USA
Telephone: (800) 952-5210
18. No Waiver & Severability
Failure to enforce any provision of these Terms does not waive our right to enforce that provision later.
If any portion is found invalid or unenforceable, it shall be modified to the minimum extent necessary, and the remainder shall remain in full effect.
19. Entire Agreement
These Terms, together with our Privacy Policy, Warranty Policy, and any additional policies referenced herein, constitute the entire agreement between you and Hero Loupes LLC regarding your use of the Site and supersede prior understandings or agreements.
20. Contact Information
For any questions regarding these Terms:
Hero Loupes LLC
2197 Main Street, Oakley, CA 94561
Email: support@heroloupes.com
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FAQ Directory
View our commonly encountered issues and learn how to troubleshoot them.
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Customer Service Contact
Mon - Fri: 8am to 5pm (PST)
Phone: 925-588-8466
Email: Sales@HeroLoupes.com
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Mailing Address
Hero Loupes, LLC
2197 Main Street
Oakley, CA 94561
USA