Questions, Answered

Both. A single-room optical centre buying its first lensometer gets the same site visit, the same written specification and the same installation standard as a teaching hospital fitting out a theatre. The scale of the order changes the paperwork, not the service.

Start with the room and the patient flow rather than the product list. Four things decide almost every specification: how many patients you see in a day, how much floor area and power you actually have, who will operate the instrument, and what you can commit this year versus next.

Tell us those four and we will send a written specification with the reasoning behind each item, alternatives at more than one price point, and a clear note where a less expensive model would serve you just as well. If a cheaper configuration does the job, that is what the specification will say.

Our Solutions pages show how complete rooms are usually configured.

Yes. Many instruments can be demonstrated in our Kathmandu showroom, and for larger configurations we can often arrange a visit to a practice already running the equipment — which tells you far more than a showroom ever will.

Call ahead so the instrument is set up and someone who can answer clinical questions is there. Send us a note with the model you want to see.

Yes — use the Request a Quote form, or call the office. A quotation for a single instrument comes back within one working day. A complete room specification usually takes two to three, because we would rather check your floor plan and power supply than send a number we have to revise later.

Every quotation includes delivery, installation, commissioning and operator training. Where duties, taxes or civil work are excluded, that is written on the quotation rather than discovered at invoice stage.

Instruments we hold in stock are usually delivered and installed within one to two weeks of order. Items ordered from the manufacturer depend on shipping and customs, and we give you the expected date in writing when you place the order — a realistic one, not an optimistic one.

Delivery to remote districts adds travel time to the schedule rather than changing whether we will do it. If a date slips, you hear it from us before it slips, not afterwards.

Terms are set out on the quotation and depend on the value of the order and whether the equipment is stocked or imported to order. For institutional and government buyers we work to standard tender and purchase-order processes.

For larger fit-outs we can often phase the purchase so a room opens on schedule without the whole budget being committed in one financial year. Ask us before you cut the specification down — phasing is usually the better answer.

Yes, on every instrument we supply, and it is included in the quoted price. Our engineers uncrate, assemble, level and align the equipment on site, then run a documented commissioning check before anyone signs it off.

You receive a written commissioning report at handover, and the instrument's serial number goes on our service record from that day.

Usually: a cleared room, power points in the right positions, a stable table or the instrument's own base, and network access if the equipment exports images. We send a short site-readiness checklist with the order confirmation so nothing is a surprise on the day.

Where civil work is needed — new cabling, a reinforced floor, a dust-free area for a laboratory — we flag it at specification stage, not on delivery day.

Yes. Hands-on operator training is part of every installation, at no extra cost, for every person who will use the instrument — optometrists, technicians and support staff. It is run on your own equipment in your own room, not on a slide deck.

Training covers routine measurement, daily checks, cleaning and safe handling, and we leave quick-reference guides your team can keep by the instrument.

Yes. Refresher and new-starter training can be booked at any time, either as a standalone visit or alongside a scheduled maintenance call — which is usually the cheaper option.

The most underused instruments we service are rarely faulty. They are simply not trusted by the people asked to run them, and an afternoon of training fixes that.

Yes — scheduled preventive maintenance, recalibration, genuine spare parts and on-site repair. Most diagnostic and refraction instruments are on an annual visit; high-use equipment such as lens edgers and surgical systems is usually better on a six-monthly schedule.

We propose the interval at handover based on how hard the instrument will actually be worked, hold a documented service history for every unit we install, and remind you when a visit is due.

Often, yes. We take on maintenance and repair for many instruments we did not originally supply, provided we can obtain genuine parts for that model.

Send us the make, model and serial number and we will tell you honestly whether we can support it — and if we cannot, we will say so rather than take the visit fee.

Call the service desk, or fill in the service request form with the instrument, the serial number and what it is doing wrong. Every request is acknowledged within one working day with a named engineer.

Many faults are diagnosed over the phone. Where a site visit is needed we confirm a date at the same time rather than leaving it open, and where a repair will take longer than a day we say so at diagnosis — not at the end of the week.

Manufacturer warranty applies to every instrument we supply, and the term is stated on the quotation for each item. We administer claims for you — you deal with us, not the factory.

Beyond warranty, consumables and common spares for the equipment we supply are held in Kathmandu, so routine repairs do not wait on an import. The full picture is on our Support & Services page.