Refunds & returns

Online orders (clinic pickup)

• Online checkout creates a pickup request. Card payment is not taken on the website at this time.
• You may cancel an unpaid online request by contacting the clinic before pickup. We will release held stock when possible.
• Once paid and dispensed in clinic, returns and exchanges follow the in-clinic policy below.

Frames and ready-made goods

Unworn frames and accessories in original condition may be exchanged or refunded within 14 days of purchase with receipt, unless marked final sale. Hygiene items (for example, opened contact lens boxes) are generally non-returnable once opened.

Prescription lenses

Custom prescription lenses are made to your order. Remakes for manufacturing or measurement error are handled by the clinic. Changes of mind after lenses are cut may not be refundable — ask staff before we send the job to the lab.

Appointments

Please give at least 24 hours’ notice to cancel or reschedule an exam when possible. Repeated no-shows may require a deposit for future bookings. Fees for completed clinical services are not refundable except where required by law or clinic policy for incomplete care.

How to request a refund

Contact Face On Optical with your order or receipt reference, purchase date, and reason. Approved refunds are issued to the original payment method where possible. Consumer rights under Ontario law (including the Consumer Protection Act, where applicable) are not limited by this policy beyond what the law allows.