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Product Support

We take great pride in our products and strive to exceed your quality expectations. In the unlikely event that you must return the products to us, we kindly ask that you follow our Return Merchandise Authorization (RMA) Procedures outlined below:

Products with suspected defects may be returned within one year of original shipment date from our factory.

Prior to returning the RMA units to Ocular, please contact our Customer Service Department at (972) 437-3888 to obtain an RMA number and shipping instructions. The RMA number must be visibly displayed on the outside of the shipping boxes for ease of identification. Any RMA units shipped to us without the RMA number properly displayed, and without proper shipping paperwork, will be rejected and returned to the sender at the sender’s expense.

In accordance with industry practice, customers are responsible for the freight cost to return the suspected defective products to Ocular. Returned products must be properly packaged to avoid damage during shipment. At its sole discretion, Ocular may refuse the RMA shipment if the RMA packaging does not conform to industry standard packaging practices.

Ocular will inspect and properly dispose of the RMA within 30 days after its receipt at our warehouse. Sometimes technical complexities will lead to longer inspection time and you will be notified of the new ETA in a specific communication from Ocular.

Ocular adheres to the industry practice of “Repair or Replace” RMA policy whereby Ocular will repair the RMA units or replace them with identical or like products at its sole discretion. Ocular may also choose to credit the customer accounts at its sole discretion if “Repair or Replace” is deemed impractical.

Ocular reserves the right to charge a “No Problem Found Fee” (NPF Fee) on excessive RMA units passing our quality inspection. Such NPF fee, equal to 33% of the original invoice price, may be assessed to any RMA units passing Ocular quality inspection when more than 25% of the RMA units pass the inspection (based on each individual RMA number).

Ocular will not accept customer debit notes for RMAs. Debit notes add significant burden and complexities in the AR, AP and inventory processes of both of our companies. We appreciate your understanding of this policy. At its sole discretion, Ocular may choose to issue credit memos to your account. Such credit memo will be mailed to you and will always reference the RMA number to assist you in reconciling your accounts.