Shipping Rates
- Eschenbach offers flat rate shipping on its orders which is set by geographic zone and dollar value range of the order.
- The shipping rate is the same whether the order is placed directly with Customer Service or on the website.
- If expedited shipping is needed, please contact Customer Service for shipping to be quoted.
- View our flat rate shipping rates HERE.
Return Policy
For those customers who purchased an Eschenbach product from one of our resellers (eye care professional, hospital, state agency, non-profit organization, school, retailer, etc.), please contact that reseller directly for any returns or cancellations. Eschenbach will only process returns or cancelations for customers who purchased a product directly from Eschenbach.
- All returns must be pre-authorized by Eschenbach.
- Authorized returns received within 30 days from the date of purchase will be credited in full as long as the original packaging is included and the product is in saleable condition. Freight is non-refundable.
- Authorized returns received between 31-60 days from the date of purchase will be credited in full less a 25% restocking fee as long as the original packaging is included and the product is in saleable condition. Freight is non-refundable.
- Items bought over 60 days from the date of purchase will not be accepted for credit.
Repair Policy
- Pre-Authorization Required: All video magnifier repairs must be pre-authorized by Eschenbach Optik of America.
- Flat Rate Repair Fee: An Eschenbach representative will provide the applicable Flat Rate Repair Fee based on the specific device sent in.
- Repair Authorization Number Required for Shipment: The Repair Authorization number must be clearly marked on the outside of the shipping box. Unauthorized or unmarked repairs will be refused.
- Authorization Expiration: Repair Authorizations are valid for 30 days from the date of issuance.
- Serial Number: Please provide the serial number of the device with all repair authorization requests to confirm service eligibility. Note that Eschenbach only services devices manufactured within the last four years. Older or discontinued models are not eligible for repair. (The device manufacturing date can be found within the serial number. It is the 4-digit number located after the first set of numbers. The first two numbers are for the month and next two are for the year. In the example below, the manufacturing date is noted as 0325 meaning the device was manufactured in March of 2025.)
- Charging Cord: Please include the charging cord currently being used with the device.
- Protective Case: Please place the device in its black zipper case to help prevent additional damage to the device during transit.
- Payment and Return of Device: All applicable fees will be charged to the payment method provided upon completion of the repair. Once payment has been processed, the device will be returned to the address listed on the work order.
- Unrepairable Devices: If a device is sent back for repair and it is determined to be unrepairable, the responsible party for the device will be contacted by the Repair Coordinator within 1–2 business days. Unrepairable devices are subject to a $50 Evaluation Fee and return freight charges if the device is requested back. The Diagnostic Fee may be applied toward the purchase of a new device.
Cancellation Policy
Customers who placed an order directly with Eschenbach who wish to cancel their order may do so by contacting the company as soon as possible after ordering and as long as the order has not shipped, no charge will be levied. If the order has already shipped, then a Return must be requested as described above.
Questions & Concerns
Questions regarding this Return and Cancellation Policy should be directed to info@eschenbach.com.
