Refund policy

Return & Refund Policy

PRIMEVISION wants you to be completely happy with what you wear. Please read this policy carefully before ordering — it sets out exactly what you can return, by when, and what it costs.

At a glance

  • Return window: 30 days from delivery
  • Condition: unworn, no visible signs of use, complete with original packaging
  • Return shipping: paid by you
  • Restocking fee: 20% of the item price, deducted from your refund
  • Damaged, defective, or wrong item: we cover everything — no fee, no shipping cost

Return window

You have 30 days from the date you receive your order to request a return. Requests made more than 30 days after delivery cannot be accepted.

Eligibility is based on condition

Whether an item can be returned depends on its condition when it reaches us:

  • Unopened and unused — still in its original sealed packaging with all cases, cloths, documentation and tags: eligible for return.
  • Opened but unworn — tried on but with no visible signs of use, no scratches to the lenses or frame, no adjustments made, and returned complete with all original packaging and accessories: eligible for return.
  • Visible signs of use — scratched or marked lenses or frame, worn nose pads or temples, frames that have been adjusted or altered, or missing case and accessories: not eligible for return. If we receive an item in this condition we will contact you and ship it back to you at no charge.

Items that cannot be returned

  • Prescription lenses and any custom or personalized lens work, because they are made specifically for you. This does not affect your rights if the item is defective or was made incorrectly — see below.
  • Items damaged after delivery through accident, misuse, or normal wear.

Return shipping cost

Return shipping is paid by you. We recommend a tracked and insured service, because you remain responsible for the item until it reaches us. We do not provide prepaid return labels for change-of-mind returns.

You can avoid this cost entirely by bringing your order and receipt to our Montréal boutique, where returns are accepted in person free of charge.

Restocking fee

A restocking fee of 20% of the item price applies to all change-of-mind returns and is deducted from your refund. This covers inspection, re-certification, and repackaging of luxury eyewear.

Example: on a $1,000 frame, the restocking fee is $200 and your refund would be $800 plus the taxes you paid on the returned amount.

No restocking fee is charged where the item arrived damaged, defective, or was not what you ordered.

How to start a return

  1. Email support@primevision.ca within 30 days of delivery with your order number and the reason for the return.
  2. We reply within one business day with return instructions and the address to ship to.
  3. Repack the item in its original packaging with all accessories and ship it back using a tracked service, at your cost.
  4. Or simply bring your order and receipt to our Montréal boutique during opening hours.

Refunds

We inspect returns within 1–2 business days of receiving them and email you the outcome. Approved refunds are issued to your original payment method for the purchase price and taxes, less the 20% restocking fee, and appear on your statement within 5–10 business days depending on your bank or card issuer.

Exchanges

Exchanges made in our boutique within 30 days, for an item in eligible condition, are processed without a restocking fee. This is usually the best option if you simply want a different frame.

Damaged, defective, or incorrect items

We inspect, clean, and photograph every item before it ships. If your order nevertheless arrives damaged, defective, or is not what you ordered, email support@primevision.ca with photographs within 7 days of delivery. We will send a replacement or issue a full refund with no restocking fee — your choice — and we cover all shipping costs in both directions. This applies to prescription lenses as well.

Cancelling an order

If your order has not yet shipped, email us and we will cancel it and refund you in full, with no fee. Once an order has shipped, please follow the return process above.

Warranty

Separate from returns, all eyewear we sell carries the manufacturer’s warranty against manufacturing defects. Warranty claims are handled at no cost to you. See our Warranty page or contact us for details.

Your statutory rights

This policy is in addition to, and does not limit, your rights under the Quebec Consumer Protection Act and other applicable Canadian consumer protection law. Restocking fees are not applied where doing so would be contrary to law.

Contact us

PRIMEVISION
9520 Bd de l’Acadie, Suite 222, Montréal, QC H4N 1L8, Canada
Email: support@primevision.ca
Phone: 514-827-7463
Hours: Monday–Friday 10:00 a.m.–6:00 p.m., Saturday 10:00 a.m.–5:00 p.m., Sunday closed