Williams Optical Limited
Terms & Conditions of Sale, Services, Warranties and Promotions
Welcome to Williams Optical Limited. We are committed to providing quality eye care, prescription eyewear, and professional service.
These Terms & Conditions apply to purchases, eye examinations, prescription eyewear, sunglasses, contact lenses, repairs, promotions, gift cards, and other products and services provided by Williams Optical Limited (“Williams Optical”, “we”, “us” or “our”).
By purchasing products or using our services, customers acknowledge the applicable terms communicated at the time of the transaction. Nothing in these terms excludes or limits a customer's rights under applicable laws of Trinidad and Tobago.
1. Eye Examinations and Prescriptions
1.1. Eye examinations are conducted by qualified eye care professionals and may be subject to applicable examination fees.
1.2. Appointments are recommended to minimise waiting times. Walk-in patients are welcome, subject to the availability of an optometrist.
1.3. Additional tests, specialised examinations, contact lens fittings, and other services may attract separate fees. Patients will be informed of applicable charges.
1.4. Prescription eyewear is manufactured using the prescription recorded or provided and the relevant measurements obtained during dispensing.
1.4.1. Following an eye examination, the optometrist may prepare a Lens Recommendation Form outlining the recommended prescription lenses, lens design, materials, coatings, treatments, and other relevant features based on the patient's visual requirements and lifestyle.
1.4.2. Patients are responsible for reviewing the Lens Recommendation Form and confirming that the eyewear selected meets their requirements and preferences before their order is finalised.
1.4.3. Where a patient chooses to deviate from the optometrist's recommendations, including changes to the lens design, materials, coatings, or other recommended features, the changes must be documented and acknowledged by the patient's signature.
1.4.4. By signing the Lens Recommendation Form or associated order documentation, the patient confirms that the selected specifications have been reviewed and that any changes from the optometrist's recommendations have been explained and accepted.
1.4.5. Williams Optical is not responsible for dissatisfaction arising solely from a patient's informed decision to decline or modify a recommended lens feature, provided the eyewear has been manufactured correctly according to the agreed specifications and subject to applicable consumer rights.
1.4.6. Williams Optical may decline to supply eyewear where a requested departure from professional recommendations would make the product clinically inappropriate or unsafe.
1.5. Patients using prescriptions issued by another provider are responsible for supplying a valid, accurate, and sufficiently current prescription. Williams Optical may recommend a new examination where clinically appropriate.
1.6. Changes in vision resulting from medical conditions, fluctuations in blood glucose, medication, pregnancy, or other physiological factors may affect prescription accuracy or visual comfort. A new examination may be recommended.
1.7. A patient's spectacle prescription may be provided upon request, subject to applicable professional and legal requirements. Copies of examination reports and additional documentation may attract an administrative fee where permitted by law and communicated in advance.
1.8. Measurements taken specifically for the fitting and dispensing of eyewear, including certain frame-dependent measurements, are distinct from the spectacle prescription and may require a separate measurement service.
2. Orders, Deposits and Payments
2.1. A deposit is required to confirm prescription eyewear orders.
2.2. Unless otherwise agreed, the minimum deposit is the greater of:
50% of the total order value; or
The full cost of the prescription lenses.
2.3. Production or ordering may not commence until the required deposit has been received.
2.4. The outstanding balance must be paid in full before collection or delivery, unless an alternative arrangement has been expressly approved by management.
2.5. Once an order has entered production or the relevant products have been specially ordered, cancellation or modification may result in charges for costs already reasonably incurred.
2.6. Deposits for custom-made prescription lenses and special orders may be non-refundable to the extent that work has commenced or non-recoverable costs have been incurred, subject to applicable consumer rights.
2.7. Any changes to the prescription, frame, lens design, coatings, tint, or other order specifications after production begins may incur additional charges.
2.8. Prices and quotations are subject to the specifications confirmed at the time of purchase. Any proposed changes in price will be communicated to the customer before proceeding.
3. Production, Availability, Collection and Uncollected Eyewear
3.1. Estimated completion dates are provided in good faith and are not guaranteed unless expressly agreed in writing.
3.2. Completion times may be affected by lens availability, manufacturing requirements, supplier delays, shipping, customs clearance, or other circumstances beyond our reasonable control.
3.3. Patients will be notified when their eyewear is ready for collection, using the contact details provided.
3.4. Customers are encouraged to collect their eyewear promptly after notification.
3.5. Customers should inspect their eyewear upon collection and inform our staff of any concerns regarding fit, appearance, or visual comfort.
3.6. Where practicable, a final fitting and adjustment will be performed to ensure appropriate positioning and comfort.
3.7. Eyewear collected by an authorised third party may require additional fitting when first worn by the intended patient.
3.8. The collection or delivery date will be recorded by Williams Optical for warranty administration.
Uncollected Eyewear
3.9. Customers are expected to collect completed eyewear within 90 days of being notified that their order is ready.
3.10. Williams Optical will make reasonable attempts to contact the customer by telephone and/or email using the contact information provided.
3.11. Customers are responsible for ensuring that their contact details remain accurate and up to date.
3.12. Where eyewear remains uncollected after 90 days, Williams Optical may issue a final notice advising the customer of the deadline for collection and the consequences of continued non-collection.
3.13. If the eyewear remains uncollected after the final notice period, Williams Optical may treat the order as abandoned and, subject to applicable law, cancel the order, retain amounts paid against the cost of the completed custom-made goods and associated expenses, and dispose of, recycle, dismantle, or otherwise deal with the uncollected eyewear.
3.14. The frame and lenses may no longer be available for collection once lawful disposal or recovery procedures have been completed.
3.15. Any retained deposit or payment will be limited to amounts Williams Optical is legally entitled to retain, including applicable contractual charges and reasonable losses or expenses.
3.16. Customers who anticipate difficulty collecting their eyewear should contact Williams Optical before the collection deadline to request alternative arrangements.
3.17. Any extension or special storage arrangement must be approved by management.
4. Product Warranties
4.1. Williams Optical provides a standard one-year limited warranty on eligible prescription frames, lenses and lens coatings against defects in materials or manufacture under normal use, subject to the exclusions below and any additional manufacturer warranty.
4.2. The warranty period begins on the original date the prescription eyewear is first collected by the customer or their authorised representative, or delivered to the customer.
4.3. The warranty commencement date is not necessarily the purchase date, invoice date, deposit date, order completion date, or date the customer is first notified that the eyewear is ready.
4.4. Subsequent adjustments, repairs, inspections, servicing, or temporary returns of eyewear do not restart, extend, or otherwise change the original warranty period unless required by law.
4.5. Where eyewear is returned for adjustment or repair and subsequently collected again, the original collection or delivery date remains the applicable warranty commencement date.
4.6. The standard warranty period is 12 months from the original collection or delivery date. Any exclusions or additional manufacturer-specific coverage will be communicated at the time of purchase.
4.7. Warranties cover defects attributable to materials or manufacturing under normal and appropriate use, including eligible defects in lens coatings, subject to the applicable product warranty.
4.8. Unless specifically covered by an applicable product warranty, the following are generally excluded from complimentary warranty replacement:
Accidental damage, breakage, crushing, or impact damage.
Damage caused by misuse, neglect, or improper storage.
Scratches arising from normal use, cleaning, or handling.
Exposure to excessive heat, chemicals, or unsuitable cleaning products.
Damage caused by unauthorised repairs, alterations, or modifications.
Normal wear and tear, including deterioration of components through ordinary use.
Loss or theft.
Changes in prescription or vision after the eyewear has been supplied.
Cosmetic damage that does not result from a manufacturing defect.
4.9. Products presented for warranty assessment must be made available for inspection. Williams Optical may consult the manufacturer or supplier to determine whether the reported issue falls within the applicable warranty.
4.10. Where a valid warranty claim is approved, the appropriate remedy may include repair, replacement, or another remedy consistent with the warranty and applicable law.
4.11. Where an identical product is unavailable, a suitable alternative or other appropriate remedy may be offered, subject to the customer's statutory rights.
4.12. A frame or lens replaced under warranty continues under the original warranty period. Warranty replacements do not restart, renew, or extend the original warranty.
4.13. For example, if eyewear is collected on January 1 and a warranty replacement frame is issued in October, the replacement frame remains covered only until the original warranty expiry date of December 31, unless otherwise required by law or expressly agreed in writing.
4.14. Any voluntary goodwill replacement outside the applicable warranty does not automatically establish a new warranty or extend the expired warranty. Any separate coverage must be expressly confirmed in writing.
4.15. All warranty claims remain subject to the consumer protection laws of Trinidad and Tobago. These terms do not remove any statutory rights or remedies available to customers.
5. Prescription Lenses and Visual Adaptation
5.1. Prescription lenses are custom-manufactured according to the prescription, measurements, lens design, and specifications confirmed at the time of ordering, including any documented changes to the Lens Recommendation Form.
5.2. Patients may require an adjustment period when transitioning to new prescriptions, progressive lenses, bifocals, different lens materials, or new frame styles.
5.3. Adaptation may be influenced by prescription changes, lens design, frame positioning, individual visual needs, and previous eyewear.
5.4. Patients experiencing persistent discomfort, distortion, headaches, blurred vision, or difficulty adapting should contact Williams Optical promptly for an assessment.
5.5. Williams Optical will assess concerns relating to lens measurements, positioning, manufacture, prescription accuracy, and suitability of the selected lens design.
5.6. Where an error attributable to Williams Optical is identified, appropriate corrective action will be undertaken without additional charge, consistent with applicable law.
5.7. Where lenses have been manufactured correctly but the patient requests a different design, material, coating, tint, or other specification for reasons unrelated to a defect or error, additional charges may apply.
5.8. Prescription changes resulting from a subsequent change in the patient's vision are not automatically covered by the original product warranty.
5.9. Any complimentary adaptation guarantee, remake privilege, or lens-design exchange is subject to the specific terms communicated at the time of purchase.
6. Returns, Exchanges and Cancellations
6.1. Prescription lenses are individually manufactured to suit a patient's prescription and measurements.
6.2. Custom-made prescription eyewear is not ordinarily eligible for a discretionary refund or exchange solely because the customer changes their mind.
6.3. Returns or exchanges of non-prescription products may be considered subject to the applicable product return policy, product condition, proof of purchase, and any promotional restrictions.
6.4. Products returned for a discretionary exchange should be unused, in their original condition, and accompanied by the original packaging and accessories where applicable.
6.5. For defective, incorrectly supplied, or otherwise non-conforming goods, Williams Optical will provide an appropriate remedy in accordance with applicable law.
6.6. Promotional items, complimentary products, or discounts associated with a returned purchase may be reversed or recalculated where appropriate and lawful.
6.7. Any refund approved will ordinarily be processed through the original payment method where practicable, subject to applicable payment processing requirements.
7. Frames and Lenses Supplied by Customers
7.1. Customers may request that new lenses be fitted into frames they already own, or request repairs, alterations, or adjustments to frames or lenses purchased elsewhere, subject to inspection and technical suitability.
7.2. Customer-supplied frames and lenses may have weaknesses, wear, material deterioration, hidden defects, or other conditions that are not readily identifiable before work begins.
7.3. Williams Optical may decline to work on any frame or lens considered unsuitable for the proposed service.
7.4. All work on customer-supplied frames and lenses is undertaken at the customer's own risk.
7.5. The customer acknowledges that lens fitting, lens removal, adjustments, repairs, and other optical procedures may result in damage or breakage, particularly where products are old, brittle, previously repaired, or otherwise weakened.
7.6. To the fullest extent permitted by applicable law, Williams Optical does not accept responsibility for accidental damage to, or breakage of, customer-supplied frames or lenses arising from inherent product weaknesses, pre-existing damage, material deterioration, or risks ordinarily associated with the requested work.
7.7. Customers may be required to sign an acknowledgement of these risks before work commences.
7.8. Williams Optical does not guarantee the continued suitability, structural integrity, or performance of customer-supplied products following alteration or repair.
7.9. Nothing in this section excludes liability that cannot legally be excluded, including liability arising from negligence where such an exclusion would be prohibited or unreasonable under applicable law.
8. Eyewear Repairs and Adjustments
8.1. Repairs and adjustments are subject to assessment of the frame, lenses, component availability, and overall condition of the eyewear.
8.2. Certain repairs may involve risks of further damage, especially where frames are aged, brittle, previously repaired, or significantly worn.
8.3. Staff will advise customers of material risks identified before proceeding with repairs where practicable.
8.4. Repair charges, if applicable, will be communicated before chargeable work begins.
8.5. Repairs may not restore a product to its original strength, appearance, or condition.
8.6. A repair or adjustment does not automatically extend or renew an existing product warranty.
8.7. Complimentary routine adjustments may be offered at Williams Optical's discretion, based on the condition of the eyewear and the work required.
9. Promotions, Discounts and Special Offers
9.1. All promotions are subject to their advertised eligibility requirements, duration, product exclusions, and availability.
9.2. Promotions, discounts, vouchers, insurance discounts, corporate discounts, special prices, and other promotional benefits cannot be combined unless expressly stated or approved by Williams Optical management.
9.3. Where a customer qualifies for multiple offers, only one applicable offer may ordinarily be redeemed on the same eligible purchase or product.
9.4. Discounts are not exchangeable for cash and cannot be applied retrospectively to completed transactions unless expressly authorised.
9.5. Promotions are valid only during their stated promotional periods and may be subject to stock availability.
9.6. Williams Optical may impose reasonable limits on quantities, eligibility, participating products, or redemptions, provided these are communicated as part of the relevant offer.
9.7. Discounts apply only to the products or services expressly identified in the promotion.
9.8. Where a promotion includes a complimentary eye examination with the purchase of prescription eyewear, the benefit applies only to the examination type stated in the promotion. Specialised examinations or additional services may attract separate charges.
9.9. For promotions requiring the purchase of complete prescription spectacles, this means the purchase of an eligible frame and prescription lenses as part of the qualifying transaction, unless otherwise stated.
9.10. Williams Optical reserves the right to refuse the use of a promotional benefit where the relevant eligibility requirements have not been met or where there is evidence of misuse, fraud, duplication, or unauthorised alteration.
9.11. Williams Optical may amend or discontinue promotions prospectively. Changes will not retrospectively remove benefits already earned under the applicable advertised terms.
10. Promotional Vouchers and Rewards
10.1. Promotional vouchers include complimentary discount vouchers, purchase rewards, examination vouchers, loyalty rewards, and other promotional benefits issued by Williams Optical without a separate purchase price.
10.2. Promotional vouchers are valid only for the purpose, products, services, and period specified at the time of issue.
10.3. The validity period and expiry date of each promotional voucher will be stated on the voucher itself or in the accompanying promotional terms. Validity periods may differ between promotions.
10.4. Unless expressly stated otherwise, a promotional voucher is issued to the named recipient and may be redeemed only by that person.
10.5. Promotional vouchers may not be sold, transferred, exchanged, or assigned to another person without prior authorisation from Williams Optical management.
10.6. Any approved transfer may be subject to verification and updating of the voucher recipient's details.
10.7. Where a promotional voucher is expressly issued as a transferable gift voucher, it may be gifted to another person in accordance with the conditions printed on the voucher.
10.8. Promotional vouchers are valid for one redemption only unless otherwise stated.
10.9. Vouchers must be presented in an acceptable original or verifiable digital form and may be subject to verification.
10.10. Vouchers cannot be redeemed after their stated expiry date, except where an extension is authorised or required by law.
10.11. Promotional vouchers have no cash redemption value and cannot be exchanged for cash.
10.12. Unless otherwise expressly stated, promotional vouchers cannot be combined with existing discounts, insurance concessions, special offers, or other vouchers.
10.13. Vouchers issued as a reward for a qualifying purchase cannot be applied to that same transaction.
10.14. Williams Optical may cancel a promotional voucher issued in error, obtained fraudulently, duplicated, altered, or redeemed contrary to its stated conditions, subject to applicable law.
11. Purchase-Reward Vouchers and Second-Pair Promotions
11.1. Where a customer receives a voucher or promotional reward based on a qualifying purchase, the voucher is intended for a separate future eligible transaction.
11.2. The voucher cannot be used to reduce the price of the original qualifying purchase.
11.3. The voucher cannot be applied to any additional amount, upgrade, outstanding balance, or product forming part of the same qualifying order.
11.4. Where a customer purchases prescription eyewear and subsequently returns to purchase another pair under a second-pair promotion linked to the original purchase, the previously issued reward voucher cannot be applied to the second-pair promotional price.
11.5. A reward voucher cannot be used in conjunction with a second-pair discounted price, including where the second pair is purchased on a later date.
11.6. Where a customer qualifies for a second-pair promotion, any qualifying reward voucher will be calculated according to the applicable promotional rules and actual amount paid.
11.7. A voucher may be used by an authorised recipient on an unrelated future qualifying purchase, provided the purchase meets the applicable voucher terms.
11.8. Where a qualifying purchase is cancelled, refunded, or substantially modified, the corresponding reward voucher may be cancelled or its value adjusted where appropriate and lawful.
12. Purchased Gift Cards and Gift Vouchers
12.1. Gift cards or vouchers purchased directly from Williams Optical are distinct from complimentary promotional vouchers.
12.2. Purchased gift cards and gift vouchers are transferable and may be gifted to another person unless they are specifically personalised, registered to a named recipient, or expressly issued as non-transferable.
12.3. Where a purchased gift card is specifically personalised or registered to a named recipient, transfer to another person may require prior management authorisation and reasonable verification.
12.4. Purchased gift cards may be redeemed toward eligible products and services offered by Williams Optical, subject to any restrictions clearly disclosed before purchase.
12.5. Gift cards purchased at face value are treated as a payment method rather than a promotional discount. Any restrictions applicable to discounted or promotional gift cards will be stated in their terms.
12.6. Lost, stolen, or damaged gift cards should be reported promptly. Replacement may be considered where the original balance and ownership can be verified.
12.7. Cash refunds of purchased gift-card balances, expiry provisions, and restrictions on use will be governed by the terms disclosed at purchase and applicable law.
13. Insurance and Corporate Benefits
13.1. Customers are responsible for confirming their eligibility for insurance, employer, or corporate benefits.
13.2. Benefits are subject to the terms of the relevant insurer, employer, or corporate arrangement.
13.3. Insurance and corporate discounts cannot ordinarily be combined with Williams Optical promotional offers, unless the applicable arrangement expressly permits this.
13.4. Customers remain responsible for any amount not covered by their insurer or corporate benefit.
13.5. Williams Optical may assist with insurance documentation but cannot guarantee reimbursement or approval by an insurer.
14. Contact Lenses
14.1. Contact lenses must be prescribed and fitted appropriately for the individual patient.
14.2. A spectacle prescription does not automatically constitute a valid contact lens prescription.
14.3. Contact lens examination, fitting, instruction, or follow-up fees may be charged separately.
14.4. Contact lenses must be used and maintained in accordance with professional advice and manufacturer instructions.
14.5. Unopened contact lenses may be eligible for exchange or return under a separately communicated contact lens policy.
14.6. Opened, used, damaged, or expired contact lenses are not ordinarily eligible for discretionary return or exchange for hygiene and safety reasons, without prejudice to statutory rights relating to defective goods.
15. Prescription Safety Eyewear
15.1. Safety eyewear must be suitable for the intended workplace hazards and applicable safety requirements.
15.2. Williams Optical may require specified lens materials, frame types, or additional protective features for occupational safety eyewear.
15.3. Ordinary prescription spectacles are not automatically suitable for use as industrial protective eyewear.
15.4. Customers and employers are responsible for identifying applicable workplace safety requirements and informing Williams Optical of those requirements before ordering.
15.5. Substitution or modification of safety eyewear components may affect the product's suitability and protective performance.
16. Privacy and Patient Information
16.1. Williams Optical collects and processes personal information and relevant health information for the provision of eye care, order fulfilment, customer service, warranty administration, and other legitimate business purposes.
16.2. Patient information will be handled in accordance with applicable privacy, confidentiality, and data protection requirements.
16.3. Relevant information may be shared with authorised optical laboratories, suppliers, insurers, or service providers where reasonably necessary to fulfil a customer's order or provide requested services, subject to appropriate confidentiality safeguards.
16.4. Patients are responsible for providing accurate contact information and notifying Williams Optical of relevant changes.
16.5. Marketing communications will be handled in accordance with applicable requirements and customer preferences.
16.6. Further details regarding the collection, use, storage, and disclosure of personal information should be provided in Williams Optical's separate Privacy Policy.
17. Complaints and Dispute Resolution
17.1. Customers are encouraged to inform Williams Optical promptly of any concerns regarding products or services.
17.2. Concerns regarding prescription accuracy, visual adaptation, physical fit, or alleged product defects may require an in-person assessment.
17.3. Customers should provide their receipt, order number, or other proof of purchase where available.
17.4. Williams Optical will make reasonable efforts to investigate concerns fairly and offer an appropriate resolution.
17.5. Certain issues may require technical assessment, supplier consultation, or professional review before a decision can be made.
17.6. Customers may request that unresolved concerns be referred to management.
17.7. Nothing in these terms restricts the customer's right to seek assistance from the Consumer Affairs Division or exercise other rights under the laws of Trinidad and Tobago.
18. General Conditions
18.1. All prices are expressed in Trinidad and Tobago dollars unless otherwise stated.
18.2. Product availability, styles, colours, and specifications may change.
18.3. Where a particular product or colour becomes unavailable after an order is placed, Williams Optical will communicate the available alternatives and appropriate options to the customer.
18.4. Any discretionary exception, goodwill concession, promotional override, or policy waiver must be authorised by Williams Optical management.
18.5. Approval of an exception in one instance does not automatically entitle the same customer or another customer to an identical exception in future.
18.6. Williams Optical may update these Terms & Conditions periodically. The version applicable to an existing order or benefit will remain subject to the terms communicated at the time of the relevant transaction, except where a lawful change is agreed.
18.7. If any provision of these terms is found to be unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
18.8. These terms are governed by the laws of Trinidad and Tobago.
19. Contact Information
Williams Optical Limited
Marcwill Building, 10 New Street, San Fernando, Trinidad and Tobago
Telephone: (868) 235-9455
Email: info@williamsoptical.com
Website: www.williamsoptical.com
Customers may contact us for clarification of any policy or to request management review of an individual concern.
20. Eyewear Care and Maintenance
20.1. Customers are encouraged to care for their eyewear properly to maintain its appearance, performance, and longevity.
20.2. Clean lenses using water and a suitable lens-cleaning solution, and dry with a clean microfibre cloth.
20.3. Avoid using harsh chemicals, household cleaning products, solvents, alcohol-based cleaners not approved for optical lenses, or abrasive materials.
20.4. Do not expose eyewear to excessive heat, including leaving glasses on a vehicle dashboard, in a hot vehicle, or near direct heat sources. Excessive heat may damage frames and lens coatings.
20.5. Store eyewear in a protective case when not in use.
20.6. Avoid placing glasses face down on surfaces or applying unnecessary pressure to frames and lenses.
20.7. Customers should avoid attempting major frame adjustments or repairs themselves. Professional adjustments are recommended.
20.8. Damage resulting from improper care, misuse, or exposure to unsuitable conditions is not ordinarily covered under the limited warranty.