My prescription changed, and they're supposed to allow you to exchange your lenses when this happens. OptiContacts wouldn't (although the CS rep initally said I could have a merchandise credit, but denied saying that once she realized I'd accept that offer) The grounds for this is that I opened the box. Never mind that none of the lenses (and all six were there) remained unopened. The CS reps tend to be condescending and treat the customers like preschoolers. This happened on another occasion when I called. I took my business to a competitor who matched OptiContacts' pricing and agreed to issue refunds for prescription changes even when *gasp* the box was opened. UPDATE: OptiContacts states in their reply "Contact lenses are considered a medical product, once the contact lens box is opened there is no re-sale value to the box" I guess your competitor who price-matched and agreed in writing to provide exchanges even for opened boxes doesn't consider contact lenses a medical product, then. That works just fine for me because they price-matched and their reps treat the customers with a lot more respect, too.