At KOKO Vision, we take pride in providing personalized eyecare and quality eyewear tailored to your individual needs. We want you to feel confident in your purchase and understand our policies regarding returns, exchanges, prescription adjustments, and warranties.
As prescription eyewear is custom-made, certain restrictions apply. We encourage all patients to review the following information before placing an order.
1. Non-Prescription Eyewear: Returns & Exchanges
Non-prescription sunglasses and frames may be returned or exchanged within 14 days of purchase, provided that:
- Items are unworn, undamaged, and in their original, resalable condition.
- All original packaging, cases, accessories, and tags are included.
- Proof of purchase is provided.
Eligible returns qualify for a full refund. For exchanges, any price difference will be charged or refunded accordingly.
Sale and clearance items are final sale and are not eligible for returns or exchanges due to changes of mind.
2. Prescription Eyewear
All prescription eyewear, including prescription glasses and sunglasses, is custom-made to each patient's individual specifications and is considered final sale.
Refunds or standard exchanges are not offered for changes of mind, personal preferences, or dissatisfaction with a previously approved frame or lens selection.
We encourage patients to carefully consider their frame selection, lens options, and intended use before confirming an order.
If you experience visual difficulties or concerns with your new eyewear, please contact us so we can assess the situation and determine an appropriate solution.
3. Contact Lenses
Contact lens purchases are non-refundable.
Exchanges resulting from prescription changes may be considered on a case-by-case basis, subject to the contact lens manufacturer's exchange policies and approval.
Certain manufacturers may permit exchanges of opened or partially used boxes. However, eligibility varies, and exchanges cannot be guaranteed.
Specialty and custom-made contact lenses are final sale and are not eligible for elective refunds or exchanges.
Contact lenses suspected of having a manufacturing defect will be assessed separately in accordance with the manufacturer's warranty procedures.
4. Prescription Adjustments & Lens Remakes
We understand that adjusting to new prescription lenses can sometimes take time, particularly with progressive, occupational, or specialty lens designs.
Patients experiencing visual difficulties are encouraged to contact KOKO Vision within 30 days of collecting their eyewear.
All concerns will be assessed individually and may include verification of the prescription, lens measurements, fitting, and adaptation.
- Complimentary remakes are not guaranteed.
- Remakes are subject to clinical assessment and applicable manufacturer policies.
- Additional or subsequent remakes may incur fees.
- Changes in lens design or intended use may be classified as restyling and subject to additional charges.
Where an error in manufacturing or dispensing is identified, KOKO Vision will arrange an appropriate correction at no additional charge.
Prescriptions Issued by Outside Practitioners
For eyewear manufactured using a prescription issued by another optometrist or prescribing practitioner, prescription-related concerns must be verified with the original prescriber before a prescription-related remake can proceed.
If a prescription change is required, an updated prescription or written confirmation from the prescribing practitioner may be requested.
KOKO Vision cannot independently guarantee the accuracy or suitability of prescriptions issued by outside practitioners. However, we remain responsible for ensuring that eyewear is manufactured and dispensed according to the prescription and specifications provided.
5. Restyling, Frame Changes & Lens Upgrades
Restyling refers to patient-requested changes to previously selected or approved eyewear that are unrelated to a manufacturing defect or dispensing error.
Examples include:
- Changing a frame due to personal preference regarding its appearance, size, shape, or style.
- Selecting a different frame because of dissatisfaction with the appearance or thickness of the finished lenses.
- Upgrading to thinner or higher-index lenses after the original lenses have been manufactured.
- Changing lens materials, coatings, treatments, or designs.
- Switching between lens types, such as progressive, occupational, or single-vision lenses, based on personal preference or a change in intended use.
Restyling and upgrades are subject to additional charges.
Changing a frame may require entirely new prescription lenses, even when the prescription remains unchanged.
Similarly, upgrading lenses after manufacture involves additional laboratory processing and costs. Charges may therefore exceed the original retail price difference between lens options.
Any applicable restyling charges will be communicated for approval before proceeding.
Where specific frame or lens limitations have been discussed before purchase, subsequent changes requested due to those previously disclosed limitations may be treated as elective restyling.
6. Order Cancellations
Prescription eyewear orders may be cancelled before laboratory processing begins.
Once an order has been submitted to the laboratory and processing has commenced, cancellations are subject to a fee equivalent to 50% of the retail prescription lens price.
This fee reflects laboratory charges and professional services already performed, including dispensing consultations, lens selection, measurements, order preparation, and administrative processing.
The frame portion of a cancelled order will be assessed separately, depending on its condition and whether it can be returned to inventory.
Completed or dispensed prescription orders are final sale, subject to applicable consumer protection rights.
7. Manufacturer Warranties
KOKO Vision offers manufacturer warranty coverage on frames and prescription lenses in accordance with the terms and conditions established by the respective manufacturer.
Manufacturer warranties generally cover defects in materials or workmanship under normal intended use.
The following are not covered by standard manufacturer warranties:
- Accidental damage or breakage.
- Lost or stolen eyewear.
- Misuse, improper handling, or neglect.
- Scratches or damage resulting from use.
- Normal wear and tear.
Warranty eligibility and duration vary by manufacturer and product. All warranty claims are subject to assessment and the applicable manufacturer's terms.
Manufacturing defects confirmed under warranty will be addressed through repair or replacement, as appropriate.
8. Refund Processing
All approved refunds will be issued to the original payment method used at the time of purchase.
Proof of purchase may be required. Refund processing times may vary depending on the payment provider.
9. Additional Information
Our goal is to provide quality eyewear, appropriate professional guidance, and fair resolutions when concerns arise.
We encourage patients to contact KOKO Vision promptly if they experience any difficulties with their eyewear or have questions regarding an order.
KOKO Vision reserves the right to assess individual requests in accordance with this policy, applicable manufacturer terms, and consumer protection requirements.
Nothing in this policy limits or excludes rights or remedies available under applicable Ontario consumer protection laws.
For questions or assistance, please contact us:
KOKO Vision
228 Queens Quay West, Unit 3
Toronto, ON M5J 2X1
kokovision.ca
Last updated: October 21, 2026
