Returns/Exchanges/Refunds

At MyLens.ca, we want you to be always satisfied with your order. Whether you've ordered the wrong lenses, your item has been damaged on the way, or you no longer need it, our returns policy offers a 100% money-back guarantee or exchange.

Refunds: Any refunds approved by our customer service team for returned product or price adjustments can only be processed back to the original card used for the initial purchase. In the event that a package is returned to sender due to an incorrect shipping address, you will be required to confirm the correct address and pay the shipping fee prior to reshipment. In the case that you decide to have your order returned to us for a refund, you will be refunded the cost of the product. The original shipping cost will not be refunded, even on orders that received free shipping.

Contact Lenses Free 60 Days Return Policy:
Most unopened, complete, sealed contact lens boxes without writing or markings may be returned within 60 days for a refund. This excludes custom made lenses and any discontinued lenses. We will pay for and provide a return shipping label for returns made within 60 days of delivery.

Unopened, complete, sealed contact lens boxes without writing or markings may be returned after 60 days of delivery for refund. Please note that in this case, you are responsible for all related shipping costs.

*Important Note: You must ship your returns in a cardboard box to ensure the contact lenses are not damaged during shipping. Any damaged contact lens boxes cannot be accepted for returns/exchanges. In the event that returns/exchanges are not returned in a cardboard box and are damaged, we will not be able to process the refund/exchange.

365 Days Contact Lenses/Eyeglasses Exchange Policy:

Most unopened, complete, sealed contact lens boxes without writing or markings and not within 8 months of expiration may be exchanged within 365 days, as well as eyeglasses in their original unused and unworn condition. This excludes custom made lenses and any discontinued contact lenses. We will pay for and provide a return shipping label for exchanges made within 60 days of delivery. You are responsible for shipping costs to ship your new product back to you. In addition, you are responsible for all related shipping costs on exchanges made over 60 days after delivery (shipping existing order to MyLens and shipping new product back to you). 

*Important Note: You must ship your returns in a cardboard box to ensure the contact lenses are not damaged during shipping. Any damaged contact lens boxes cannot be accepted for returns/exchanges. In the event that returns/exchanges are not returned in a cardboard box and are damaged, we will not be able to process the refund/exchange.

Free 30 Days Eyeglasses Return Policy:
Eyeglasses can be returned to us within 30 days of delivery. We will pay for and provide a return shipping label. Eyeglasses must be returned in their original unused and unworn condition.

Eye Drops/Ointments:
Eye drops and ointments are final sale and cannot be returned or exchanged.

Custom-Made Contacts Lenses Return/Exchange Policy:
Certain contact lenses are custom-made for each individual order. These are specialty made contact lenses that are final sale. These contact lenses cannot be returned or exchanged. Please ensure the prescription you entered is accurate before proceeding with your order. This includes the following lenses:

Proclear Toric XR, Proclear Multifocal XR, Proclear Multifocal Toric, Frequency 55 Toric XR, Biofinity XR toric, Vertex Toric XR and Biofinity Multifocal Toric.

**Since contact lenses are medical devices, we cannot accept any opened or marked contact lens boxes. To return your items, simply email customer service at help@mylens.ca or reach out to us on live chat. Before returning items, get a prepaid return label and instructions from customer service.