Refund policy

Last updated: March 5th, 2026

The Simplified Chinese and Traditional Chinese versions of this document are provided for convenience and reference only. The English version is the original and controlling version. If there is any difference in interpretation or meaning between the languages, the English version shall take precedence.

1. Policy Overview

At Lumen Eyecare, we take product safety and customer trust seriously. Due to the health-sensitive nature of our products, including eyedrops, this Return & Refund Policy is designed to comply with applicable Canadian consumer protection, health, and hygiene standards.

By purchasing from shop.lumeneyecare.ca, you agree to this policy.

2. Final Sale Items – Eyedrops

For health, hygiene, and safety reasons, all eyedrop products are final sale and not eligible for return or exchange, including:

  • Opened products

  • Unopened products once shipped

  • Products that have been tampered with or removed from sealed packaging

We cannot restock or resell eyedrops once they leave our facility, as doing so could pose a health risk.

3. Damaged, Defective, or Incorrect Orders

We will provide a replacement or refund if your order meets one of the following conditions:

  • The product arrives damaged

  • The product is defective upon arrival

  • You receive an incorrect item

Conditions for eligibility:

  • You must contact us within 7 days of delivery

  • The product must be unused and in its original packaging

  • You must provide your order number and clear photographic evidence

Requests must be submitted to inquiry@lumeneyecare.ca. We reserve the right to deny claims that do not meet these conditions.

4. Refund Processing

If a refund is approved:

  • It will be issued to the original payment method

  • Original shipping charges are non-refundable unless the error was ours

  • Refunds typically appear within 5–10 business days, depending on your payment provider

5. Replacements

We do not offer exchanges.
Approved claims will receive a replacement product at no additional cost, subject to availability. If a replacement is unavailable, a refund will be issued.

6. Order Cancellations

Orders may be cancelled only before shipment.
Once an order has been processed or shipped, it cannot be cancelled, returned, or refunded.

7. Shipping Issues

We are not responsible for delays caused by carriers or for packages marked as delivered but subsequently lost or stolen. Please ensure your shipping details are accurate and secure at checkout.

8. Policy Enforcement

We reserve the right to refuse refunds or replacements where abuse, fraud, or policy violations are suspected.

9. Contact Information

For questions regarding returns or refunds, contact:

Lumen Eyecare
Email: inquiry@lumeneyecare.ca

 

Disputes & Chargebacks

By placing an order with Lumen Eyecare, you agree to contact us first to resolve any issue related to your purchase before initiating a chargeback or payment dispute with your bank or card issuer.

1. Resolution Process

If you experience an issue with your order, including damaged, defective, or incorrect items, please contact us at inquiry@lumeneyecare.ca within 7 days of delivery. We are committed to working with you in good faith to resolve concerns in accordance with our Return & Refund Policy.

2. Chargebacks

Initiating a chargeback without first contacting us may delay resolution and may result in the dispute being challenged if:

  • The product was delivered as described

  • The item is clearly disclosed as final sale for health and hygiene reasons

  • The customer acknowledged our policies at checkout

  • Proof of delivery is available

We reserve the right to submit all relevant documentation to the payment processor, including order confirmations, delivery records, policy acknowledgments, and customer communications.

3. Abuse and Fraud Prevention

We reserve the right to refuse service, cancel future orders, or restrict accounts associated with excessive chargebacks, fraudulent activity, or abuse of our policies.

4. Governing Law

All disputes shall be governed by and interpreted in accordance with the laws of the Province of Ontario and the laws of Canada applicable therein, without regard to conflict-of-law principles.