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X-Cel Provides New and Simplified Warranty and Returns Policy

The aim is to permanently eliminate add-on fees.




(PRESS RELEASE) X-Cel’s new and simplified warranty and returns policy now includes the elimination of add-on fees, including charges for truncation, fenestration, lenticular, notching, and prism, among others.

Derrell James, vice president and general manager, says: “Permanently eliminating add-on fees provides that extra bit of breathing space Eye Care Practitioners deserve now and in the future. Our customers don’t want to be nickel and dimed for every little thing when ordering their specialty contact lenses. We want to make their experience seamless, simple, cost effective, and consistent.”

Under this new policy, X-Cel also moved from a return fee upon credit to an exchange fee upon reorder which will allow for simpler reconciliation of account statements.

These changes were added to their existing Bounce Back program. The Bounce Back program offers extensive programs including patient recall support, simplified ordering with free add-ons, extended warranties to 120 days, reduced prices on fitting sets and spare lenses, shipping discounts through USPS First Class mail, direct shipments to patients, as well as personalized training for practitioners and their staff through Zoom meetings.

The Bounce Back program details and new warranty and returns policy can be found on their website at or by contacting X-Cel’s Customer Care at 800.241.9312.




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