1. Scope
This Policy forms part of the terms applicable to purchases from our website. The shipping options, prices, currencies and delivery estimates shown at checkout for your destination govern the individual order, subject to applicable law.
2. Processing and shipping
Orders are processed during normal business operations. Processing times may vary due to inventory availability, verification requirements, holidays, seasonal volumes, destination, carrier conditions, or other factors. An estimated delivery date is not a guaranteed delivery date unless expressly stated as guaranteed.
Contact-lens orders may be held until applicable prescription requirements have been satisfied. Prescription verification time is separate from carrier transit time.
3. Shipping charges, duties and taxes
Available shipping methods and charges are disclosed at checkout. Promotional free-shipping thresholds or other shipping offers apply only when displayed for the relevant order. International orders may be subject to import duties, taxes, brokerage, customs or clearance charges imposed by third parties; where not collected by us, these amounts are the recipient’s responsibility unless applicable law provides otherwise.
4. Tracking, carrier delays and delivery issues
Tracking information is provided where available. Carrier scans and delivery estimates are controlled by the carrier. If a shipment appears lost, damaged or incorrectly delivered, contact us promptly so that we can investigate and, where appropriate, assist with a carrier claim or provide a remedy required by law.
5. Returns
Return, exchange, refund, or satisfaction-guarantee eligibility, including any applicable request period, is governed by the offer and conditions displayed on the website or at checkout when the order is placed, together with any mandatory legal rights. Contact customer service before returning product. For hygiene and safety reasons, opened or used contact lenses may be subject to restrictions unless defective, damaged, unsafe, incorrectly supplied, or otherwise returnable under applicable law or the applicable offer.
If a lens is defective or damaged, retain the lenses and packaging and provide the order number and, when reasonably requested, photographs or other information that helps us assess the issue. Do not continue wearing a lens that appears damaged or causes concerning symptoms.
6. Refunds and exchanges
Approved refunds are ordinarily issued to the original payment method where technically possible. Processing time after approval may depend on the payment provider. Exchanges and store credits may be offered where appropriate and accepted by the customer. We may require reasonable evidence of purchase and return of the product before issuing a remedy, subject to applicable law.
7. Non-returnable or restricted items
Certain items may be non-returnable for health, hygiene, safety, customization, clearance, final-sale, or regulatory reasons, but only to the extent such a restriction is clearly disclosed and legally permitted. A restriction does not remove rights that apply to defective, unsafe, misdescribed or otherwise non-conforming goods.
8. Cancellation
If you request cancellation before fulfillment, we will attempt to accommodate the request where operationally possible. Once a legally binding transaction has been concluded, cancellation rights and our obligations are governed by applicable law and the terms disclosed for the transaction. Nothing in this Policy limits statutory cancellation rights for distance contracts where those rights apply.
9. Contact
Privacy Officer / Legal Contact: Les Entreprises LeSieur inc.
Address: 485 De La Grande Allée, Verdun, Québec H3E 1Y4, Canada
Telephone: (514) 360-5248
Email: legal@lesieurinc.com
Customer support: hello@primalcontactlenses.com
