Refund policy
Contact Lens Orders
Because contact lenses are a prescription medical device, we are unable to accept returns or exchanges on opened or used contact lens boxes for hygiene and safety reasons.
Unopened, unused boxes may be returned within 30 days of delivery for a refund or exchange, provided:
- The boxes are in their original, unopened, undamaged packaging
- You have proof of purchase (order number or receipt)
- The lenses match a valid prescription on file
Return shipping for these returns is the customer's responsibility.
Incorrect or Defective Orders
If you receive the wrong lenses, wrong power/prescription, or a damaged/defective product due to our error, please contact us within 14 days of delivery at [email/phone] and we will replace the order or issue a full refund at no cost to you, including return shipping.
How to Start a Return
- Email support@lunarisvision.ca with your order number and reason for return
- We'll confirm eligibility and provide return instructions
- Once we receive and inspect the returned item(s), we'll process your refund or exchange within 5–7 business days
Refunds
Approved refunds are issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or card issuer.
Non-Returnable Items
- Opened or used contact lens boxes
- Custom or special-order lenses
- Sale or clearance items (if applicable)
Prescription Accuracy
It is the customer's responsibility to ensure the prescription and lens parameters (base curve, diameter, power) submitted at checkout are accurate and current. Lunaris Vision is not liable for orders placed with an outdated or incorrect prescription.
Questions
Contact us at support@lunarisvision.ca or 416-436-2048— we're happy to help.