Life happens! We get it. If you receive your patient’s scleral lens order and an accident occurs after receiving the lens/patient dispense (whether in clinic or in the patient’s possession), please follow the below steps to ensure we are able to process your request. Some common mishaps we see are a patient being ‘too rough’ with their new lens during cleaning and it cracks, the contact lens case ‘eats’ it, and the all-star repeat offender, the spouse steps on it while trying to help the patient look for it.

If you receive the lens and it is damaged already, please complete a Defective Lens Return instead.

The following must be included in the Accidental Mishandling Return to receive a credit:

  1. The completed Accidental Mishandling Return Form (below).
  2. A photo of the broken lens with the unique Lens ID *
    • This photo can be uploaded into the Accidental Mishandling Return Form or emailed to our Returns Department at returns@visionary-optics.com.

*If the lens does not have a lens ID, we kindly request that you return the product that was damaged. Customer is responsible for shipping costs for all returned products. Proof of delivery is also the customer’s responsibility.

If applicable, please ship any accidental mishandling claims to the following address:

Visionary Optics
ATTN: Returns Dept.
1325 Progress Drive
Front Royal, VA 22630

"*" indicates required fields

Patient Name*
Returned By*
MM slash DD slash YYYY

Reason For Return

As a reminder, we can only accept photos of broken lenses where the unique laser ID is visible. If the laser ID is not visible, please send the broken lens back to our lab.
(e.g., patient dropped lens, patient broke lens while cleaning, lens cracked during patient removal, etc.)
Patient Contact (Insertion)*
Was the lens ever inserted into the patient’s eye?
Patient Injury*
Did any patient injury occur?
How do you plan on submitting this claim?*
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