Store Policies

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? 

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: 

 

1. Eyeglass frames, case and cloth are undamaged. Your return will be assessed by one of our eyecare professionals at the location where you made the purchase. 
    
2. Eyeglass frames purchased as “final sale” (discounted 40% or more) are non-refundable.
   
   
3. An office manager signs off on the return. This means that all refunds and returns must be done in the clinic, at the original location where you made the purchase. 
   
   

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:

 

1. Any order canceled before manufacturing begins may receive a full refund. If your lenses have already entered manufacturing, 35% of the cost of your lenses will be retained if you choose to return your lenses.

The 35% fee contributes to costs of materials that have already entered the lens customization process. Retaining a fee on returned products helps us to keep our lens pricing as competitive as possible so we don't have to mark up our prices to accommodate for returns. Don't want to pay this fee? Consider an exchange instead! Our optical team is always available to help troubleshoot your lenses to see if your visual experience can be improved. For patients who got their prescription from our clinic, check out our prescription warranty!

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 customerservice@eyetrusteyecare.ca to explain your situation and we will strive to make it right.

SATISFACTION GUARANTEE SURVEY

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.

1. Kodak Lens Broadview Eyecare Satisfaction Guarantee Survey
   
   

NO-FAULT WARRANTY 

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: 

 

• One-time lens(es) replacement for any reason within 1 year of the original invoice date. Lenses are replaced with the exact same lenses as the original purchase. Original lenses must be returned when fulfilling this warranty policy.
• One-time re-purchase of any frame within 1 year of the original invoice date at a discount of 40%. 

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. 

 

Services

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? 

 

• Ripped a lens? Lost a lens? No problem. Within 1 year of your contact lens invoice, we are happy to provide you with individual replacement lenses at no charge. 
   
• Prescription changed? No problem. Bring us an updated prescription written by a licensed eye care professional within 1 year of your original contact lens invoice and we will take back any unopened boxes you have left from your original purchase. This return becomes store credit that you can use toward your next contact lens purchase (6 month supply minimum). 
  
  
• Found a better price elsewhere? We think our pricing is very competitive, especially with the many exclusive rebates available. However, if you find a better price from another Canadian retailer we are happy to match it. Please note that the price matched will be the net final checkout price including shipping and/or handling fees after any rebates are applied. This pricing must be confirmed and/or replicated by one of our eyecare professionals in the clinic prior to processing. 
  
  
• Ordering has never been easier with our Contact Lens Ordering Portal. Rest assured that you are getting exactly what was prescribed to you when you order online with 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.

Nutraceuticals

As nutraceuticals are consumable products, they are only eligible for return if:

 

• There is a defect in the product (broken seal, dispenser not working properly, etc.) Defective products will be assessed by one of our eyecare professionals at the location where you made the purchase. 
• They are completely unused and in re-stockable condition

Final Sales

The following items are FINAL SALE (i.e. not eligible for refunds, returns or exchanges):

• All non-prescription eyewear 
• Non-prescription sunglasses are not eligible for refunds or returns but may be eligible for replacement if a manufacturing defect is verified by one of our eyecare professionals in the clinic within 90 days of the original invoice. Accidental damage, scratches, breakage, wear and tear or theft is not covered as a manufacturing defect. 
• All eyewear marked Final Sale (or eyewear discounted 40% or more) 
• All pre-fabricated reading glasses
• All eyewear accessories (including but not limited to eyeglass parts, cases, cloths and cords) 
• All open, used or expired contact lenses, nutraceuticals, dry eye products or other eyecare and eyewear accessory products
• All custom made clip-ons and prescription or non-prescription swimming goggles  

Special Orders

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 

PROMOTIONS:

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.