Skylight Optical Policies

At Skylight Optical, we are committed to providing high-quality products and services to our customers. We believe in transparency and clarity, which is why we’ve outlined our policies here for your convenience. If you have any questions or need further assistance, please don’t hesitate to contact us.

1. No Return Policy

We strive to provide you with the highest quality eyewear and services. Please note that we do not offer returns on any products purchased. However, if you encounter any issues with your eyewear or services, we are happy to assist with exchanges or repairs, as outlined below:

  • Exchanges: If there is a manufacturer defect or issue with your eyewear within 14 days of purchase, we will offer an exchange of the same item or a similar item of equal value.

  • Non-Refundable: Prescription eyewear, custom frames, and opened contact lens boxes are non-returnable and non-refundable unless defective.

  • Restocking Fees: A restocking fee may apply for exchanges. Please speak with our staff for more details.

2. Prescription Eyewear Warranty

We offer a 1-year warranty on all prescription eyewear frames. Our warranty covers:

  • Manufacturer Defects: If your frames or lenses are found to have a manufacturer defect within the warranty period, we will repair or replace them at no additional charge.

  • Exclusions: The warranty does not cover damage due to misuse, accidents, or normal wear and tear. This includes scratches on lenses, damage from dropping, or alterations made to frames by the customer.

  • Postage Fees for Warranty Claims: Customers are responsible for postage fees (Shipping and taxes)  when returning eyewear for warranty claims. We recommend using a trackable shipping service to ensure your return is received safely.

  • Process: If you need to file a warranty claim, please visit one of our locations or contact us for further instructions on how to return your eyewear.

3. Contact Lenses Policies

We provide comprehensive contact lens services, including fittings, evaluations, and trials. Please review the following policies related to contact lenses:

  • Trial Lenses: A fitting service must be conducted with a first-time contact lens user, and trial lenses will be charged. The trial period lasts up to 30 days from the fitting.

  • Non-Returnable: Due to health and safety regulations, contact lenses are non-returnable once the package has been opened.

  • Prescription Verification: All contact lens prescriptions must be verified by authorized professionals before a purchase can be made.

  • Annual Exam Requirement: For your safety and comfort, we require an annual eye exam to ensure your contact lens prescription is up to date.

4. Eyewear Repair and Adjustment

  • Free Adjustments: We offer free adjustments for eyewear purchased from Skylight Optical. This includes adjusting the fit of frames, nose pads, and temple arms.

  • Repairs: If your eyewear requires a repair, we offer in-store repairs at a nominal fee. While we take every care with repairs, the process is at the customer’s own risk. We are not responsible for any damage that may occur during the repair process.

  • Exclusions: We do not repair or replace broken lenses unless the damage is covered under warranty.

5. Eye Exam Policies

At Skylight Optical, we offer eye exams to ensure your vision is in the best possible condition. Here are our key eye exam policies:

  • Appointment Required: Eye exams are available by appointment only at our Robson/Vancouver Downtown location. Please call ahead to schedule your exam.

  • Payment: Payment for eye exams is due at the time of service. We accept various forms of payment, including credit/debit cards and insurance plans.

  • Insurance: We accept most major insurance plans. Please check with us to verify if your plan is accepted before your appointment.

  • Cancellation Policy: If you need to cancel or reschedule your appointment, please notify us 24 hours in advance. A fee may apply for no-shows or late cancellations.

6. Privacy and Confidentiality

We take your privacy seriously. All personal information collected, including health and prescription details, will be kept confidential and secure. We do not share your information with third parties without your consent, except as required by law or for processing transactions.

  • Data Collection: We collect personal information necessary for providing our services, such as your name, contact details, and eye care history.

  • Data Usage: Your information will be used solely for internal purposes, including processing orders, providing eye care services, and communicating with you about promotions or changes to our services.

7. Multilingual Services

At Skylight Optical, we are proud to offer multilingual services to accommodate our diverse community. Our team speaks:

  • English

  • Cantonese

  • Mandarin

Feel free to request assistance in your preferred language when you visit.

8. Payment Methods

We accept a variety of payment methods for your convenience:

      • Credit and Debit Cards: Visa, MasterCard, Alipay and WeChat Pay

      • Cash: We accept cash payments (CAD or USD)  in-store.

      • Insurance: We accept most major insurance plans. Please check with us or check this list before booking an appointment

Photo ID Verification:
For credit card payments over $50 CAD, photo ID verification is required. This is to ensure the security of your payment. Our team will ask for a valid government-issued photo ID (such as a driver’s license or passport) to verify your identity before processing your payment.

Contact Us

If you have any questions or need more information, please don’t hesitate to contact us. You can reach us by phone, email, or by visiting our stores.