Terms & Conditions
Thank you for visiting lensrus.com (the "Site"). Lens R Us is an online retail store and e-commerce website that supplies information on contact lenses, glasses, and related products. The Site is designed by us, Lens R Us, ("we" and "us") a company with limited liability situated in and vested under the laws of the Province of British Columbia, to provide a convenient, private and informative shopping experience for consumers to purchase glasses, contact lenses and related products 24 hours a day, 7 days a week. Lens R Us offers a diverse selection of contact lenses, glasses, and related products, as well as related information designed to help customers make educated purchasing decisions. Our goal is for each visitor to the Site ("you") (i.e. any natural person acting on the Site with purposes having no relationship to his/her commercial or professional activity) to have a safe and enjoyable visit. We have established the following general terms and conditions so that we (we and you) know what to expect from each other.
These general terms and conditions (which include the returns policy, and intellectual property policy) apply to any use of the Site and to any agreements concluded between you and us through the Site. If you do not agree to these Terms and Conditions, you are forbidden from this Site and/or buying any products or services through this Site. At any time, we may make changes to the Site, these Terms and Conditions of Use, or the policies and conditions that govern the use of the Site. Therefore, we encourage you to review the Site and the General Terms and Conditions regularly for any updates or changes. Your continued access or use of the Site shall be deemed to be your consent to these changes and of the reasonableness of these standards for notice of changes.
Your Account Obligations
Any conduct by you that in our sole discretion restricts or inhibits any other user from using or enjoying the Site will not be permitted. You agree to use the Site only for lawful purposes. You are prohibited from posting on or transmitting through the Site any unlawful, harmful, threatening, abusive, harassing, defamatory, vulgar, obscene, sexually explicit, profane, hateful, fraudulent, racially, ethnically, or otherwise objectionable material of any kind, including but not limited to any material that encourages conduct that would constitute a criminal offence, give rise to civil liability, or otherwise violate any applicable local, state, national, or international law.
You agree not to reproduce, duplicate, copy, sell, resell or exploit for any commercial purposes, any portion of the Site, use of the Site, or access to the Site unless you first obtain our express written consent to do so. You agree not to access the Site by any means other than through the interface that is provided by us for use in accessing the Site.
Requirement for Valid Prescription
You hereby certify that you have a valid prescription for the contact lenses or eyeglasses that you are ordering. You represent and warrant to Lens R Us by placing an order that your information you enter into the Site is valid and true and matches exactly your prescription as provided by your eye care provider. You further certify that you will renew your prescription in strict accordance with the suggested regime of your eye care provider. You understand that we will not fulfill your order unless you have a valid prescription. You hereby consent to us contacting your eye care provider, or providing a copy of your original prescription to us, if necessary, to verify your prescription information and any other necessary information.
Color and Product Description
We have made every effort to display as accurately as possible the colours of our products that appear on the Site. However, as the actual colours you see will depend on your screen or monitor, we cannot guarantee that your screen or monitor's display of any colour will be accurate. We have attempted to be as accurate as possible. However, we do not warrant that the product descriptions are accurate, complete, reliable, current, or error-free. If a product offered by the Site is not as described, your sole remedy is to return it in unused condition.
Deliveries will be made as soon as possible to the address on your order and are "best effort" based. Subject to delays outside our control, the overall delivery period will not exceed 30 days.
Orders for prescription eyewear can only be cancelled before the manufacturing process starts. Non prescription orders can be cancelled at any time before shipping has commenced. If you return the products you are obliged to comply with the requirement of our Returns Policy (below). You must return all the products in the re-sellable packaging provided with them. Between the date of your election to withdraw and the date the product is returned by you to us you shall bear all risk in keeping the products safe, secure, and free from loss or damage.
Returns & Exchanges
Returns and exchanges vary for online purchases and purchases made in-store. Please review the following sections applicable to your purchase type.
- Contact Lenses: Return: 30 days / Exchange: 30 days
- Frames: Sun & Optical: Return: 30 days / Exchange: 30 days
- Prescription Lenses: Return: 30 days / Exchange: 30 days
- Contact Lenses: Return: n/a / Exchange: 30 days
- Frames: Sun & Optical: Return: n/a / Exchange: 7 days
- Prescription Lenses: Return: n/a / Exchange: See Manufacturer Warranty
Online Return & Exchange Policy
Contact lenses can be returned or exchanged in-store or via mail within 30 days of delivery. Item(s) must be in their original condition(s); boxes must be unmarked, undamaged, unopened, uncut and unexpired. There are no partial refunds. All astigmatism/toric, colour and presbyopia/multifocal products are a final sale with no return due to customization.
Sunglasses can be returned via mail within 30 days of delivery. Item(s) must be returned in their original condition with all packaging and any warranty cards, and/or certificate of authenticity provided by the manufacturer. Special order items are final sale and are not eligible for returns or refunds.
Prescription frames can be returned via mail within 30 days of delivery. Item(s) must be returned in their original condition with all packaging and any warranty cards, and/or certificate of authenticity provided by the manufacturer. Special order items are final sale and not eligible for returns or refunds.
Prescription lenses can be returned for 50% of the purchase price within 30 days of delivery. All lenses purchased at promotional pricing are a final sale with no return. For exchanges due to prescription adjustment, please review the "Manufacturer Warranty" section.
- Refunds will be credited to the original payment method, minus shipping charges. We are unable to switch refunds to a new or different payment method.
- Exchanges are offered for only the same item in different size, prescription, and colour.
- All refunds, exchanges, and warranties are subject to inspection. Any items that do not meet the above conditions may be refused or subject to a 15% restocking fee. Processing and/or transaction fees may apply for charges made by credit card companies.
- Lens R Us is not liable for any delays or damages caused during shipping.
- All products purchased in-store will fall under the in-store purchases return/exchange policy.
- Policy is subject to change without notice.
In-Store Return & Exchange Policy
For contact lenses purchased in-store, we do not offer refunds. Exchanges for the same product with a different prescription can be made within 180 days from original purchase date. Exchange item(s) must be in their original condition(s); boxes must be unmarked, undamaged, unopened, uncut and unexpired. There are no exchanges or refunds on all astigmatism/toric and presbyopia/multi-focal product due to the specific customization of these items.
Sunglasses can be exchanged within 7 days of the original purchase date. Any difference in price will be paid by the customer or become a store credit. Exchange item(s) must be in their original condition with packaging, warranty cards, and/or certificate of authenticity.
Prescription eyewear is customized for each individual, there are no refunds. For exchanges due to prescription adjustment, please review the "Manufacturer Warranty" section.
- Lens R Us in-store purchase(s) can be returned/exchanged at any Lens R Us store location.
- All exchanges and warranties are subject to inspection.
- Processing and/or transaction fees may apply for charges made by credit card companies.
- We are unable to switch refunds to a new or different payment method other than what was used on your original purchase.
- All products purchased in-store will fall under the in-store purchases return/exchange policy.
- Conditions are subject to change without notice.
Returning Online Purchases
For returns via mail:
- Please email our Online Customer Care Centre at firstname.lastname@example.org for a Return Authorization.
- A Customer Care Representative will email you a return label. Please print the label and place it securely on your package.
- All items must be returned in the original, sellable condition along with any included accessories (warranty card, certificate of authenticity, etc.).
- Include your invoice inside the package.
All refunds will be made in the original method of payment used for your purchase. Refunds will appear on your credit card statement. This process may take 4-6 weeks depending on your credit card provider. All refunds, exchanges, and warranties are subject to inspection. Any items that do not meet the above conditions may be refused or subject to a 50% restocking fee. Free return shipping for online purchases is for Canadian addresses only. We are not liable for delays or damages caused during shipping. Conditions are subject to change without notice. When returning your online order (in-store or returning by mail), you will not be refunded for your import or original shipping fees.
All service credits are issued to your Lens R Us account and will be valid for 3 months from the date of issue, unless otherwise stated. Credits must be used in that time in-store and cannot be exchanged or refunded for cash. Please note that service credits are for in-store use only at either one of our locations and cannot be used on our Site.
We guarantee the quality of our frames, glasses lenses, and coatings. If you experience a manufacturing defect within 365 days of delivery, please contact our Customer Care Centre at email@example.com or 1-866-LENSRUS (online orders only) for a free return label to facilitate a replacement or exchange. In-store purchase(s) can only be processed at Lens R Us store locations.
Our warranty does not cover the damage caused by the wear and tear of everyday use, or damage caused by sudden force or impact.
In the unlikely event of a manufacturer defect of your contact lenses, do not throw them away. For online orders, please contact our Customer Care Centre at firstname.lastname@example.org or 1-866-LENSRUS. In-store purchases can only be processed in Lens R Us store locations — please take the defective contact lens(es) and invoice to the store.
In the unlikely event of a manufacturer defect of your glasses frames, an identical frame will be replaced (one time only) within 365 days from the date of purchase. This does not include scratches, self-inflicted abuse, rough handling, etc. If a frame has been discontinued, a new frame of the same brand and value will be given. This is subject to frame availability and manufacturer’s offered warranty.
In the unlikely event of a manufacturer defect on the coating of your lenses, an identical pair will be replaced (one time only) within 365 days from the original purchase date. This includes bubbling, peeling, etc. on the coating. Scratches, any damages from heat or moisture, self-inflicted abuse, etc. are not included.
Prescription Lenses Adaptation
We want to ensure you have the best vision possible. We will exchange your prescription lenses (one time only) within 90 days from the original purchase date if your Optometrist adjusts your prescription. Your prescription must be valid within two years of the purchase date.
Please note that all refunds, exchanges, and warranties are subject to inspection. Free return shipping is for Canadian addresses and online customer(s) only. We are not liable for delays or damages caused during shipping. We offer no warranties for non-prescription sun lenses. Conditions are subject to change without notice.
Production times for prescription lenses vary in business days depending on the intricacy of the prescription and the type of lens required. Once your lenses have been crafted and mounted into the frame, they will be shipped to you using your chosen shipping method.
Your wait time depends on your lens type. Some products are in stock, and others — including toric/astigmatism, RGP, and multifocal lenses — are custom orders through the manufacturer. Once your contact lenses are in stock, they should be shipped within 1–2 business days and will arrive within the time estimate provided by your chosen shipping method. Once your order ships, you will be sent an email confirmation that includes a tracking number and instructions for how to track your order online.
Please keep in mind that our specialists carefully inspect and verify each and every eyeglass order for quality assurance. If your eyeglasses happen to fail quality assurance, your expected delivery time will be delayed. You will be kept up-to-date of any delays via email.
If using a coupon code, please note that only one coupon code can be used per order. We accept the following forms of payment: Visa, Mastercard, Amex, PayPal or Crypto Currency. Payments can be made online or by phone. NOTE: The title and risk and rewards of ownership of the product transfers from Lens R Us to the customer at the point of shipment.
When you are fitted for eyeglasses by your Eye Care Practitioner, they should provide you with a paper copy of your prescription. Keep in mind that spectacle and contact lens prescriptions can be different, so you should ensure that you are ordering the parameters for your glasses and not for your contact lenses.
Lens R Us and other graphics, logos, and service names used on the Site by Lens R Us are the trademarks of Lens R Us. Lens R Us trademarks may not be used in connection with any third-party products or services or in any manner that disparages or discredits Lens R Us. All other brands and names (including third-party product names) are the property of their respective owners.
We may choose to electronically monitor areas of the Site and may disclose any Content, records, or electronic communication of any kind (i) to satisfy any law, regulation, or government request; (ii) if such disclosure is necessary or appropriate to operate the Site; or (iii) to protect our rights or property or the rights of the users. We are not responsible for screening, policing, editing, or monitoring such Content. If notified of allegedly infringing, defamatory, damaging, illegal, or offensive Content, we may investigate the allegation and determine in our sole discretion whether to remove or request the removal of such Content from the Site.
We may terminate your access, or suspend your access to all or part of the Site, without notice, for any conduct that we, in our sole discretion, believe is in violation of any applicable law or is harmful to the interests of another user, a third-party, or us. Because customer service is paramount to our business, we reserve the right to refuse to sell products to you if it reasonably appears to us that you intend to resell the products. In addition, we reserve the right to limit quantities of items purchased by each customer.
These terms are effective until terminated by either party. If you no longer agree to be bound by the Terms and Conditions of Use, you must cease your use of the Site. Subject to applicable law, we reserve the right to suspend or deny, in our sole discretion, your access to all or any portion of the Site with or without notice. You agree that any termination of your access to the Site may be effected without prior notice, and acknowledge and agree that we may immediately deactivate or delete your account and all related information and files in your account and bar any further access to such files or the Site. Further, you agree that we shall not be liable to you or any third-party for any termination of your access to the Site.
We make no representation that the Content in the Site is appropriate or available for use in other locations, and access to it from territories where its content is illegal or prohibited. Those who choose to access the Site from other locations do so of their own volition and are responsible for compliance with applicable local laws. You may not use or export the Content in violation of Canadian or U.S. export laws and regulations. Any claim relating to the Site, the services provided through the Site or the Content (a "Claim") shall be governed by the internal laws of the Province of British Columbia and the federal laws of Canada applicable therein, without reference to any choice of law provisions. You hereby irrevocably consent to the exclusive jurisdiction and venue of courts in the Province of British Columbia, Canada and irrevocably agree that all Claims may be heard in such court. You agree that a final judgment in any such action or proceeding shall be conclusive and may be enforced in other jurisdictions by suit on the judgment or in any other manner provided by law.
You acknowledge that the Site contains information, data, software, photographs, graphics, videos, text, images, typefaces, sounds, and other material (collectively "Content") that are protected by copyrights, trademarks, or other proprietary rights, and that these rights are valid and protected in all forms, media and technologies existing now or hereinafter developed. All Content is copyrighted as a collective work under the U.S. copyright laws, and we own a copyright in the selection, coordination, arrangement, and enhancement of such Content. You may not modify, remove, delete, augment, add to, publish, transmit, participate in the transfer or sale of, create derivative works from, or in any way exploit any of the Content, in whole or in part. If no specific restrictions are displayed, you may make copies of select portions of the Content, provided that the copies are made only for your personal, information and non-commercial use and that you do not alter or modify the Content in any way, and maintain any notices contained in the Content, such as all copyright notices, trademark legends, or other proprietary rights notices. Except as provided in the preceding sentence or as permitted by the fair use privilege under the U.S. copyright laws (see e.g. 17 U.S.C. Section 107), you may not upload, post, reproduce, or distribute in any way Content protected by copyright, or other proprietary right, without obtaining permission of the owner of the copyright or other proprietary right. In addition to the foregoing, use of any software Content shall be governed by the software license agreement accompanying such software, if any.
When you visit the Site or send emails to us, you are communicating with us electronically. You consent to receive communications from us electronically. We will communicate with you by e-mail or by posting notices on this Site. You agree that all agreements, notices, disclosures and other communications we provide to you electronically satisfy any legal requirement that such communications be in writing. If you wish to subscribe to our newsletter(s), we will use your name and email address to send the newsletter to you. Out of respect for your privacy, we provide you a way to unsubscribe. Please see the Choice and Opt-out section.
Disclaimer of Warranty
The content (as defined below) contained in this Site is provided by lensrus.com as a service to you, the customer. This Site does not contain information about all eye diseases, nor does this Site contain all medical information that may be relevant to your eye care needs. The information provided on this Site is only general health information, and is intended only to facilitate communication between you and your professional eye care provider. This Site does not provide medical diagnosis for any individual and must not be used as a substitute for professional medical advice, diagnosis, treatment, or care. All medical questions you may have about your specific medical condition(s), treatment, care, or diagnosis must be presented to your professional eye care provider. You should never disregard medical advice or delay seeking professional advice because of any information contained in, on, or related to this Site.
Except as expressly and unambiguously stated otherwise, lensrus.com does not endorse, operate, control, or assume responsibility for any product, brand, method, treatment, information or service on this Site. The information, services, and products contained in this Site are provided "as is" without warranty of any kind, express or implied. Lensrus.com and our medical advisors, consultants, and staff expressly disclaim and exclude all warranties with respect to all information, services, and products contained in this Site, expressed or implied, including but not limited to any warranties of merchantability, fitness for a particular purpose, and non-infringement.
This Site includes content provided by third-parties and users. For such content, lensrus.com does not hold editorial control, and is only distributor and not a publisher. Any opinions, advice, statements, services, offers, or other information expressed or made available by third-parties (including merchants and licensors) are those of the respective authors or distributors of such content and not of lensrus.com or its affiliates, officers, directors, employees, or agents. There are no warranties made as to the completeness, accuracy, currency, or reliability of information published by lensrus.com. Lensrus.com does not guarantee that information, services, and products contained in this Site will satisfy your requirements or are without defect or error.
Limitation on Liability
You acknowledge and agree by your use of this Site to assume full responsibility for all risk associated with your use of this Site, including responsibility for all costs associated with all necessary servicing or repairs of any equipment you use in connection with your use of this Site.
These Terms and Conditions of Use constitute the entire agreement between us (you and us) and govern the use of the Site. You also may be subject to additional terms and conditions that may apply when you use affiliate services, third-party content or third-party software. Our failure to exercise or enforce any right or provision of the Terms and Conditions of Use shall not constitute a waiver of such right or provision. If any provision of the Terms and Conditions of Use is found by a court of competent jurisdiction to be invalid, the parties nevertheless agree that the court should endeavour to give effect to the parties' intentions as reflected in the provision, and the other provisions of the Terms and Conditions of Use remain in full force and effect.
You agree that regardless of any statute or law to the contrary, any claim or cause of action arising out of or related to use of the Site or the Terms and Conditions of Use must be filed within one year after such claim or cause of action arose or be forever barred.
We love to hear feedback from our customers and welcome your comments regarding our products, including the Site. We request that you be specific in your comments on our services and products. If you send us comments, suggestions, ideas, materials, notes, drawings, concepts, or other information (collectively, "Submissions"), the Submissions shall be deemed, and shall remain, our property. None of the Submissions shall be subject to any obligation of confidence on our part, and we shall not be liable for any use or disclosure of any Submissions. Without limiting the foregoing, you agree that we shall exclusively own and hereby assign to us without compensation or further obligation all now known or hereafter existing rights to the Submissions of every kind and nature throughout the universe and shall be entitled to unrestricted use of the Submissions for any purpose whatsoever, commercial or otherwise, without compensation to the provider of the Submissions, including the right to publish on the Site or elsewhere and to use the Submission, including any suggestions, ideas, etc. contained herein.