Your eyes deserves the best. Please be aware of these store policies to ensure your satisfaction
Exercise those peepers and read on for our detailed store policies.
Prescription EYEWEAR (ONLY Applicable AT BROADVIEW EYECARE LOCATION):
Your prescription eyeglasses are custom made for your unique vision, so we want to make sure that you love them. If you’re not completely happy with your purchase, please let us know.
Firstly, can we fix it?
If you’re not happy with the vision in your glasses, we are happy to provide you with a one-time change in spectacle lenses if you provide an updated prescription within 90 days of your original invoice. If your replacement lenses are less expensive than the original ones, you will be refunded the difference to the original payment method. If your replacement lenses are more expensive than the original ones, you are responsible for the difference. If you did your eye exam at our clinic, our Optometrists would be happy to re-check your prescription at no additional charge within 90 days of the initial appointment.
If you’re not happy with the colour, fit or style of the glasses you chose, we are happy to provide you with a one-time change in eyeglass frames within 30 days of your original invoice. If your replacement frame is less expensive than the original one, you will be refunded the difference to the original payment method. If your replacement frame is more expensive than the original one, you are responsible for the difference.
If you have any concerns with your eyeglass frames from 31 days to 1 year from the original invoice date, our team will work with you on a case-by-case basis to resolve the problem. To do this, we will work with the supplier for your specific frame brand. Repair services are always free for glasses purchased in our clinics (no matter what location you purchased in!) Fees may apply to parts that are required for the repair. How the frame is repaired or replaced is determined by our eyecare professionals on site. Need more protection? Learn about our No Fault Warranty.
Eyeglass lenses have a 1 year warranty on manufacturer defects. For additional protection against normal wear and tear, check out our No Fault Warranty. Please note that lens replacements are subject to the same turnaround times as regular orders.
All one-time replacements are considered final sale after the exchange is complete. Replacements cannot be processed unless the original frame or lenses are returned. If you are still not happy with your eyeglasses, a second-time replacement for eyeglass frames and/or lenses may be approved on a case-by-case basis. Ask an eyecare professional in the clinic if you are interested in this option. Otherwise, your purchase is still protected by our return and refund policy below.
Don’t want to give us a chance to fix it? We’re sad, but we understand. PLEASE SEE TERMS:
Within 90 days of the invoice date, you can receive a full refund or store credit on your eyeglass frames as long as:
Since each pair of lenses is custom made for you, from the time we start manufacturing your eyeglass lenses until 90 days of the invoice date, you can receive a partial refund or store credit on your eyeglass lenses:
Returns, refunds or exchanges cannot be made for purchases over 90 days of the invoice date.
The above policy covers all eyeglass frames purchased in our clinics. Please note that some of our frame suppliers only allow their specialized lenses to be put in their frames. If you choose to put other lenses in these frames, all of the above policies are void and we are bound by the rules of the manufacturer. The above policy applies to our core spectacle lens offering only. Specialty lenses including but not limited to Ray Ban, Maui Jim, Costa, Nikon, Zeiss, Essilor, Hoya, MiYOSMART, and Stellest are not covered by this policy. We will follow the manufacturer's policy for these products.
There are no refunds or returns for patients who obtained their eyewear through a social assistance program including but not limited to OW, ODSP, NIHB, and IFH when our clinic processed the claim. Exchanges are permitted as per our regular policy.
If you are still not satisfied, please contact email@example.com to explain your situation and we will strive to make it right.
We hope to receive the opportunity to resolve or improve any product or service concerns. We are dedicated to achieve and improve customer satisfaction. Please complete our satisfaction guarantee survey below.
Our No-Fault Warranty is available for an additional cost of $50 per pair on all Kodak frame and lens packages. The No-Fault Warranty includes:
The No-Fault Warranty is only available for purchase on the same date that you order your Kodak frame and lens package. The No-Fault Warranty applies to our core spectacle lens offering only. It cannot be purchased for specialty lenses including but not limited to Ray Ban, Maui Jim, Costa, Nikon, Zeiss, Essilor, Hoya, MiYOSMART, and Stellest. We will follow the manufacturer's policy for these products. All one-time replacements are considered final sale after the exchange is complete. Replacements cannot be processed unless the original frame or lenses are returned.
New eyewear affects your vision and your perception of the world. We stand behind the work of our highly skilled Optometrists. However, we don’t always know how your glasses will feel in your everyday life. This is especially true when there is a large prescription change or when adapting to progressive multi-focal lenses. If you have concerns with a prescription written by one of our Optometrists, you may book a no-charge Prescription Recheck with that same Optometrist within 3 months of receiving the original prescription. We will make our best effort to resolve any concerns. If you did not purchase your spectacles from us, we recommend you to also consult with the original dispensing location.
When there is an issue with eyewear that was not purchased from our office, patients are to return to the place of purchase to resolve their concern before seeing their Optometrist again. If eyewear was purchased online, overseas or from a business where the patient does not have direct contact with a licensed professional, a Partial Eye Exam fee will apply to see the Optometrist again for trouble-shooting.
When you do a contact lens exam with one of our Optometrists, you have 1 year of care for any contact lens related concerns. Red eye? Not sure if you took your lenses out overnight? No problem. Call your clinic to book a no-charge contact lens follow up with your Optometrist.
Please note that we do not offer any refunds for services already rendered in our clinics.
Soft Contact Lenses (Daily, Monthly and Two Week Disposable)
We know you have a lot of options for buying your contact lenses, so why choose us?
As authorized partners with Acuvue, Alcon, Bausch + Lomb and CooperVision, contact lenses are delivered to you exactly as they came to us from the manufacturer . For that reason, we only accept returns of contact lenses where the product box is entirely unopened, even if there are smaller boxes inside. Expired contact lenses are not eligible for return.
Specialty Contact Lenses
If you have any concerns with your specialty lenses within 1 year from the original invoice date, our team will work with you on a case-by-case basis to resolve the problem. To do this, we will work with the supplier for your specific specialty contact lens.
As nutraceuticals are consumable products, they are only eligible for return if:
The following items are FINAL SALE (i.e. not eligible for refunds, returns or exchanges):
If you are interested in trying on a frame we don’t have in store, we would be happy to order it in for you. Please note that special orders are subject to a $55 non-refundable deposit. Availability and delivery times for special frame orders may vary. The non-refundable deposit may be credited towards in-store eye care services, eyewear, contact lenses or other eye care products if the customer does not proceed with purchase of the special frame ordered. The deposit cannot be put towards a second special frame order as a separate deposit applies.
Unlimited Free Cleanings and Frame Adjustments
We will keep the eyeglasses you purchased from us clean and fitted properly at no charge. Although our technicians are careful and highly skilled, if a frame is discontinued, more than a year old, or was not purchased from our store, cleanings and adjustments are at the patient’s own risk. Our clinics are not responsible for any accidental damage or breakage that may occur in these conditions. Click here for more details about our optical services.
Only one promotion can be applied at a time for all store promotions including birthday wishes, referral credits and discount offers. For eyeglasses, promotions are applicable for all orders that are $100 or more or specified in details of promotion*. Ask us for full promotion details.
*Eyeglass promotions are only available at our Broadview Eyecare clinic at 318 Broadview Avenue, Toronto, Ontario, M4M 2G9, which is our dispensing location. Promotions are available for any complete prescription eyewear (new frame and lenses) purchases at the Broadview Eyecare location. Eaton Centre and Woodbine Centre location are non-dispensing and only warranty eye care services. Since Eaton Centre and Woodbine Centre are located beside or inside of Lenscrafters, we are not responsible for eyeglass purchases from retailers such as Lenscrafters or other optical stores.
Support your local eye care professional. Contact us or speak with an associate at one of our clinics for full details.
Store Policies are subject to change without prior notice. Revised on January 12, 2024.
© Dr. Archie Chung, Dr. Linda Tse & Associates, Optometrists
DISCLAIMER: This is an appointment request and requested times may not be guaranteed. You will be contacted by us to confirm appointment date and time to officially secure your appointment. Please allow us to follow up within 12 to 24 hrs.
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