OFFICIAL POLICY – GROUPE BÉLAND/LUNETTERIE BÉLAND
1. Our Commitment to You
At Lunetterie Béland, our priority is your visual comfort and satisfaction. Every visit, purchase, and service must be simple, clear, and pleasant.
2. Purpose and Scope
This policy governs the conditions applicable to the purchase, return, exchange, warranty, delivery, and protection of personal information for optical products sold by our company. It aims to comply with the Quebec Consumer Protection Act, Law 25, and professional standards in optics.
3. General Terms of Purchase
All products are provided in accordance with industry quality standards. Certain sales require professional validation depending on the product. Terms and conditions may be updated without prior notice.
4. Prescription Products
Non-prescription frames and sunglasses: No approval required.
Ophthalmic lenses: Valid prescription and a meeting with one of our professionals are required.
Contact lenses: Valid prescription and a meeting with one of our professionals are required; boxes must be sealed to be eligible for return.
5. Return Policy
Deadlines: Non-prescription optical frames and/or non-prescription sunglasses sold online: 30 days following product delivery;
Conditions: Unworn, perfect condition, undamaged.
Complete original packaging: Case, cleaning cloth, accessories, demonstration lenses.
Proof of purchase required.
Not eligible: Sale items, opened contact lens boxes, custom-made products. The customer shall assume all risks of loss or damage for any returned product.
6. Refunds
Refunds are issued to the original method of payment; gift cards are refunded as store credit; standard processing time is 4 to 10 business days; initial shipping fees are non-refundable unless required by law.
7. Exchange Policy
Exchanges are accepted within the same timeframes. Only one exchange per item may apply according to internal policies. We offer in-store adjustments. In case of discomfort or adaptation difficulties, an adjustment or exchange may be proposed after professional evaluation.
8. Damaged or Non-Compliant Products upon Receipt
If a product arrives damaged or does not match your order, please contact us promptly (ideally within 14 days) with photos and your order number. After validation, a replacement will be arranged.
9. Responsibility During Return Shipping
The customer is responsible for properly protecting the product during return and remains responsible for the package until receipt. Reshipping fees may apply in case of an address error provided by the customer.
10. Pricing Errors, Availability, and Cancellations
In the event of an obvious pricing or description error, or an unforeseen stock shortage, we may cancel the order and proceed with a full refund. The customer will be informed as soon as possible.
11. Warranties
Legal warranty applies. Commercial warranty for in-store purchases with a prescription: 1 year against manufacturing defects and on certain coatings. There is no warranty on non-prescription sunglasses and optical frames.
12. Processing and Delivery Times
Estimated times: Processing 2 to 7 business days depending on complexity; Delivery 1 to 14 days depending on the carrier and destination. Recognized carriers used. Delivery restricted by region.
13. Orders Outside Quebec / International
Shipping restrictions may apply. Customs fees and delays are the responsibility of the customer, unless otherwise stated. Return policies may differ depending on the destination.
14. Personal Data
Processing in compliance with Law 25. Minimal sharing with partners.
15. Return Process
1. Submit a request via your account or our customer service.
2. Receive instructions.
3. Pack with all original elements and return the product via the designated carrier.
4. Inspection upon receipt.
5. Refund or replacement.
16. Cancellation and Availability
Béland reserves the right to cancel any order for professional reasons. Béland reserves the right to refuse the sale of a product. Cancellation is possible in case of stock shortage or shipping impossibility.
17. Customer Service
Email: monture@belandopticiens.ca
All online sales are conducted by Groupe Béland and are therefore not governed by the Ordre des opticiens du Québec.
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