Hero Loupes, LLC provides comprehensive warranty coverage for all its products, subject to the terms and limitations outlined below.
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.
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.
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 complimentary with the order. However, 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.
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.
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Customer Service Contact
Mon - Fri: 8am to 5pm (PST)
Hero Loupes, LLC
2197 Main Street
Oakley, CA 94561