Refund policy

Please be aware that policies are set by the supplier and are subject to change. Do not send your purchase back to the manufacturer.  There are certain situations where only partial refunds are granted. 

If you would like to inquire about refunds/returns/exchanges, please review the supplier's policy below and contact us via e-shop@vernonoptometry.ca.  To complete your return/refund/exchange, we require a receipt or proof of purchase.  You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable (see shipping policy for details). 

Alcon/Ciba:
Within 90 days from the purchase date, boxes must be unopened and have a minimum of 9 months of remaining shelf life to qualify for full credit/return.  If greater than 90 days since date of purchase, boxes must be unopened to qualify for an exchange only. Authorization from the supplier representative is required. All returns and exchanges require a minimum of 9 months remaining shelf life to qualify. 

Bausch & Lomb:
Original packaging, invoice # / order # is required for a full return.  Authorization from the supplier representative is required for any boxes that are damaged, opened or have less than a 12 month expiry.  

Cooper Vision:
Within 90 days any boxes (opened or unopened) may be eligible for a full return or exchange. After 90 days, lenses must be unopened and have a minimum shelf life of 12 months remaining in order to qualify for exchange only.  XR lenses (opened or unopened) have up to 90 days after purchase date for any return or exchange. XR lenses after the 90 day period are not eligible for any return or exchange.  

Johnson & Johnson:
Unopened boxes with a minimum shelf life of 12 months are eligible for a full return/credit. If boxes are opened (with a minimum 12 month shelf life) they are eligible for exchange only.  Any lenses that are outdated/expired are not eligible for either return or exchange.  

Refunds / Returns /Exchange Procedure
Once your item is received and inspected, we will notify you of the approval or rejection.  If you are approved for a refund it will be processed, and a credit will automatically be applied to your credit card typically within 1-2 weeks.  You will be responsible for paying for your own shipping costs for returning your item to our office. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund if shipping must be arranged.

Late or missing refunds
If you haven’t received a refund yet, please check your bank account and 
contact your credit card company.  It may take some time before your refund is officially posted.  Next contact your bank. There is often some processing time before a refund is posted.  If these steps do not remedy the issue, please contact us at e-shop@vernonoptometry.ca.

Shipping (see full policy)

You can call to arrange drop off of the item.   Or, if shipping is required, you will be responsible for paying for your own shipping costs. Please note that shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund if shipping must be arranged by our office.

If you are shipping an item over $75, you should consider using a tracking number or purchasing shipping insurance. We cannot guarantee that we will receive your returned item and assume no responsibility for damaged items or items that do not arrive with tracking numbers. 

Send your item to: Vernon Optometry, 2710 39 Ave, 101, Vernon BC V1T 3C1, Canada.