Refund policy

Refund Policy

Updated June 22th, 2026

Welcome to Ottika Group NA Ltd. (“Ottika”, “we”, “us”, or “our”).

 

 

1. Overview
At Ottika, customer satisfaction is important to us. We strive to ensure that every product meets your expectations. If you are not completely satisfied with your purchase, you may be eligible for a return, refund, or exchange subject to the terms outlined below.

Because many of the products we sell are eyewear, eye care products, prescription products, and personal-use items, certain restrictions apply for hygiene, safety, and product integrity reasons.

 

 


2. Return Eligibility
Eligible products may be returned or exchanged within 15 days of the original purchase date, subject to the following conditions:

  • The item must be unused and in original condition.
  • All original packaging, tags, accessories, manuals, and included materials must be returned.
  • The product must not show signs of wear, damage, alteration, or misuse.
  • Proof of purchase or order confirmation is required.

For hygiene and safety reasons, products that have been worn, used, altered, or damaged may not qualify for return or exchange.

 

 


3. Non-Returnable and Non-Refundable Items
The following products are not eligible for return, refund, or exchange unless required by applicable law or approved by Ottika:

A). Sale and Clearance Items

  • Sale items;
  • Clearance items;
  • Promotional items.

These products are generally final sale. At Ottika's sole discretion, store credit or an exchange may be offered.

B). Custom and Special Orders

  • Custom orders;
  • Personalized products;
  • Prescription lenses;
  • Special-order products;
  • Products purchased through the Lux Di Ottika Pre-Booking Program.

These items are generally final sale once production, customization, or ordering has commenced.

C). Contact Lenses
For health and safety reasons:

  • Opened contact lens boxes cannot be returned or exchanged;
  • Exchanges may only be considered for unopened and factory-sealed boxes, subject to approval.

D). Hygiene, Safety, and Restricted Products
We do not accept returns of:

  • Used eye care products;
  • Intimate or sanitary goods;
  • Hazardous materials;
  • Flammable liquids or gases;
  • Any product deemed unsafe for resale.

 

 

4. Meta Smart Eyewear, Pre-Season Eyewear, and Pre-Order Eyewear Exception
The following products are subject to special return and refund conditions:

  • Meta eyewear;
  • Ray-Ban Meta eyewear;
  • Oakley Meta eyewear;
  • Pre-season booking eyewear;
  • Pre-order glasses and eyewear;
  • Lux Di Ottika eyewear.

A). Order Processing and Cancellation
Once products listed in this section have entered processing, production, fulfillment, or shipment preparation, it cannot be canceled, returned, or refunded.

B). Prescription-Related Issues
Returns, exchanges, or adjustments relating to prescription accuracy may be eligible only in accordance with the applicable manufacturer-authorized policies and procedures.

C). General Returns
Except where required by law or expressly approved by Ottika, products listed in this section are considered final sale once processing has begun.

Any approved warranty claims, defects, or manufacturer-related issues will be handled in accordance with the applicable manufacturer's warranty and support policies.

Note: Do not ship items back to the manufacturer. Items must only be shipped back to us.

 


5. Prescription Glasses
Prescription eyewear is custom manufactured based on information provided by the customer.

A). Prescription Accuracy
Customers are responsible for ensuring that all prescription information submitted is accurate and current.

Ottika is not responsible for issues resulting from:

  • Incorrect prescriptions supplied by customers;
  • Expired prescriptions;
  • Incorrect measurements provided by customers;
  • Incorrect pupillary distance (PD) information supplied by customers.

B). Returns of Prescription Eyewear
If a return is approved for prescription glasses:

  • The cost of custom prescription lenses is non-refundable;
  • Any refund may be limited to the value of the frame only;
  • Returned products must be in unused and resalable condition.

 

 

6. Warranty Exchanges
Products covered by a manufacturer's warranty may be eligible for repair, replacement, or exchange subject to the manufacturer's approval and warranty terms.

Warranty coverage does not apply to:

  • Accidental damage;
  • Misuse;
  • Neglect;
  • Unauthorized modifications;
  • Improper handling.

Products determined to be damaged through misuse or mishandling are not eligible for warranty replacement.

Note: Do not ship items back to the manufacturer. Items must only be shipped back to us.

 

 

7. How to Request a Return or Exchange
To initiate a return or exchange, please contact our customer service team and provide:

  • Order number;
  • Customer name;
  • Product details;
  • Reason for the request;
  • Photos (if applicable).

Requests may be submitted to:

customerservice@ottikacanada.com

Return authorization may be required before products are sent back.

Unauthorized returns may be refused.

 

 

8. Return Shipping
Unless the return is the result of:

  • A manufacturing defect;
  • A shipping error made by Ottika or;
  • An incorrectly supplied product.

customers are responsible for all return shipping costs.

We strongly recommend using a tracked and insured shipping service, as Ottika is not responsible for lost return shipments.

 

 

9. Refunds
A). Refund Review Process
Once a returned item is received, inspected, and approved, we will notify you regarding the status of your refund.

Approval or rejection of refunds is determined solely after inspection of the returned merchandise.

B). Approved Refunds
Approved refunds will be issued to the original payment method whenever possible.

Processing times may vary depending on:

  • Financial institutions;
  • Credit card providers;
  • Payment processors.

C). Non-Refundable Charges
The following charges are non-refundable:

  • Original shipping charges;
  • Expedited shipping fees;
  • Customs duties;
  • Import taxes;
  • Brokerage fees;
  • Government-imposed charges.

Where applicable, return shipping costs may be deducted from the approved refund amount.

 

 

10. Delayed or Missing Refunds
If you have not received your refund:

  1. Verify your bank account activity;
  2. Contact your credit card provider;
  3. Contact your financial institution, as processing delays may occur.

If you have completed the above steps and still have not received your refund, please contact:

customerservice@ottikacanada.com

 

11. Exchanges
Approved exchanges will be processed after the original item has been received and inspected.

Replacement products will be shipped subject to product availability.

If the requested replacement product is unavailable, Ottika may offer:

  • Store credit;
  • An alternative product;
  • A refund where applicable.

 

 

12. Proof of Purchase
All returns, refunds, warranty claims, and exchanges require valid proof of purchase.

Acceptable documentation may include:

  • Order confirmation;
  • Sales receipt;
  • Invoice;
  • Transaction record.

Returns submitted without proof of purchase may be denied.

 

13. Duties, Taxes, and Import/Export Charges
Following an approval of return and/or an exchange, customers from:

A). International & European Union (EU) Market
may be subject to:

  • Customs duties;
  • Import taxes;
  • Brokerage fees;
  • Shipping charges & fees;
  • Government-imposed charges.

B). USA Orders
All duties & taxes included in prices will be borne by the customer to be paid to the relevant authorities.

These fees are assessed by local authorities and are the sole responsibility of the customer.

Ottika has no control over such charges and cannot estimate their amount.

Refusal to pay customs fees may result in returned shipments, additional charges, or forfeiture of the shipment without refund.

 

 

14. Return Address
Please do not return products directly to the manufacturer.

Approved returns should be sent to:

Ottika Group N A Ltd. (Shipping & Returns)
1326 Carling Ave
Oshawa, Ontario L1H 7P2
Canada

 

15. Limitation of Liability
Ottika reserves the right to refuse returns, refunds, exchanges, or warranty claims that do not comply with this policy.

To the fullest extent permitted by law, Ottika shall not be liable for:

  • Delayed returns or exchanges;
  • Carrier-related losses;
  • Customs delays;
  • Incorrect prescriptions supplied by customers;
  • Customer measurement errors;
  • Products damaged after delivery;
  • Misuse or improper handling of products.

 

 

16. Policy Changes
Ottika reserves the right to amend, modify, or update this Returns, Refunds, and Exchange Policy at any time without prior notice.

Changes become effective immediately upon posting to our website.

 

17. Contact Information
For questions regarding returns, refunds, exchanges, or warranty claims, please contact:

Ottika Group N A Ltd.
Email: customerservice@ottikacanada.com