By purchasing and/or accepting delivery of the products supplied by XO OPTIX Vision Care, you agree to XO’s general policies.
NON-PRESCRIPTION RETURN & EXCHANGE POLICY
Non-prescription products can be refunded within 7 days of purchase with a valid receipt as proof of purchase. A refund handling fee of 5% of the refund amount will apply at the time of refund. After this, an exchange or store credit will be issued up to 14 days from the original date of purchase. If your exchange item is of lesser value than the original purchase, the remaining balance will be issued as a store credit. Products returned must be new, undamaged, and in their original packaging and cases.
PRESCRIPTION ORDER & REFUND POLICY
To confirm and process your order, we require a 50% deposit of the total purchase. Once your order has been processed, your deposit will not be refunded. Your Coquitlam prescription glasses and contact lenses, are specifically designed and created to meet your unique personal needs. It is, therefore, final sale and non-refundable once full or partial payment has been received. Orders are automatically cancelled if they are not collected within 3 months from the date of purchase.
PEACE-OF-MIND LENS ADAPTATION POLICY
Many of our specialty lenses require an adaption time of 2 weeks, and varies from patient to patient. We stand behind our products and professionalism, so if you are still having difficulty adapting to your new lenses after this period, please come back and we will find a solution for you. Any time within 60 days of your original purchase date, we will gladly honour a one-time lens replacement free of charge. In the event you require a product upgrade from your original purchase, you will be charged the difference for the higher value lenses. No credit will be given for lenses of lower value.
FRAME & LENS WARRANTY
Unless otherwise stated, we offer the following general warranties for products that have not been modified with permanent add-on services such as custom nose pad extensions and clip-on magnets: Lenses with AR (anti-reflective) and BLUE (blue light-blocking) coatings have a 1-year scratch-resistance warranty; 2-year for lenses with AR+ and BLUE+. All frames have a 1-year supplier defect warranty. If the frame is discontinued at the time of the warranty claim, we will replace it with a different color of the same model, if available, or another frame of equal value. If new lenses are required to fit the new frame, they will be provided at 30% off their regular price. These are one-time warranties, and do not cover loss, accident, negligence, and wear and tear from normal use.
CONTACT LENS POLICY
We take contact lens fitting very seriously and always recommend you to book a Contact Lens Fitting and/or Contact Lens Training, during which we make sure you are wearing the correct prescription for your vision and the proper lens design for your cornea. You will get to try them before you buy them. Fees are as follows: Contact Lens Fitting (Single Vision) $30; (Toric) $50; (Multifocal) $70; Contact Lens Training $40. If you choose to opt out of a Contact Lens Fitting or Training, you will automatically void your right to return or exchange your purchased contact lenses in the event they are not the correct prescription for your eyes or the proper lens design for your cornea. Under all circumstances, contact lens wearers are solely responsible for following proper contact lens usage and hygiene procedures recommended by the contact lens and cleaning solutions manufacturers. We are not responsible for any product misuse or negligence by the patient.
Our policies are in effect starting from the date of purchase and expire according to conditions described below. Policies may be updated without notice.