Proudly Canadian Since 1967
Customer Care · 2026 Policy
Refund and Returns Policy
Understand Hakim Optical’s cancellation deadlines, eyewear exchanges, contact lens returns, service charges and payment terms before requesting a change to your order.
Clear Terms for Your Eyewear Purchase
Hakim Optical’s return policy allows eligible same-day and next-day order cancellations, subject to exclusions. Prescription glasses and sunglasses may be exchanged within 30 days of pickup with a 25% service charge plus applicable price differences. Unopened disposable contact lenses may be exchanged within 30 days; opened packages and final-sale items cannot be returned.
Different rules apply to cancellations, exchanges, lens changes and contact lens fittings. The date of pickup determines many exchange periods, while some cancellation rules depend on when an order is placed or completed.
Review the terms below before ordering or requesting a change. For assistance with a specific purchase, speak with the Hakim Optical store handling your order.
Key Timeframes and Conditions
These are policy highlights. Read the detailed conditions below, including exceptions and applicable fees.
Same-Day Cancellation
Eligible cancellations are refunded to the original payment method. Opened contact lens boxes and completed fittings are excluded as specified below.
Cancellation Terms →Following-Day Cancellation
A next-day, 24-hour cancellation option applies to eligible purchases, with exceptions for completed or partly completed express eyewear orders.
Check Exceptions →Prescription Exchanges
Prescription eyewear exchanges within 30 days of pickup carry a service charge of 25% of regular prices plus any price difference.
Eyewear Exchange Rules →Contact Lens Exchanges
Disposable contact lens boxes must be unopened for an exchange within 30 days of pickup. Applicable exchange or restocking fees may apply.
Contact Lens Conditions →Same-Day and Next-Day Cancellation Rules
Same-day cancellation
- Original payment method: Eligible refunds are processed using the original method of payment, including credit card, debit card or cash.
- Insurance or government benefits: An associated claim, including MCSS, ODSP or municipal social services coverage, is cancelled immediately or the following day.
- Opened contact lens boxes: Same-day cancellation does not apply to opened boxes of disposable contact lenses.
- Completed contact lens fittings: The fitting charge is not refundable when fitting is completed and the fit and trial lenses have been dispensed.
Following-day cancellation, within 24 hours
- Eligible purchases of prescription eyeglasses, sunglasses and contact lenses may be cancelled the following day.
- One-hour or same-day eyewear service: Cancellation is excluded once the eyeglasses or sunglasses order has been partly or fully completed.
- Opened contact lens boxes and completed contact lens fitting charges remain excluded.
Final-sale rule: Frames and lenses sold as-is or as final sale cannot be returned or refunded.
Prescription Glasses and Sunglasses: 30 Days
Prescription eyeglasses and prescription sunglasses may be exchanged within 30 days of the date of pickup, subject to the following costs.
25% Service Charge
An exchange incurs a service charge equal to 25% of the applicable regular prices.
Price Difference
Any additional difference in the price of the replacement frame and lenses is payable by the customer.
Final-Sale Items
Frames and lenses sold as-is or marked final sale cannot be returned or exchanged.
A-Code Frames and Sunglasses: 24 Hours
Non-prescription A-code frames and sunglasses qualify for an exchange within 24 hours without a service charge only when they are in perfect, defect-free condition and returned with the original case and box.
The exchange policy does not allow exchanges of defective non-prescription frames or sunglasses. A possible manufacturer-defect warranty claim is a separate matter governed by the applicable frame warranty terms.
There are no returns or exchanges on final-sale or as-is frames and sunglasses.
Compare Hakim Frame Guarantee Terms →
Contact Lens Returns, Fitting and Exchanges
Unopened disposable contact lenses: Prescription and non-prescription disposable contact lens boxes can be exchanged within 30 days of pickup. Applicable exchange or restocking fees are due when the new order is placed.
Opened or used packages: No returns or exchanges are permitted for opened or used contact lens packages.
Defective specialty contact lenses: Defective gas-permeable or traditional-wear soft contact lenses may qualify for an exchange within 30 days, subject to consultation with the manufacturer and approval by the supplier.
Initial fitting: The policy provides a 30-day guarantee for the initial contact lens fitting and visual acuity, based on the doctor’s prescription.
Doctor’s prescription change: A one-time complimentary prescription change is available within 60 days only for unopened, intact boxes of disposable contact lenses. Additional service or restocking charges may apply.
Fitting fees: The fitting fee is non-refundable. It may be applied toward a purchase within 30 days of the fitting date recorded in the store system.
Progressive Lens Non-Adaptation
For non-adaptation to progressive lenses within 90 days of pickup, the policy allows a one-time selection from these options:
Alternative Progressive Design
Complimentary replacement with another progressive design of equal or lower value.
Progressive Upgrade
A one-time upgrade to a more expensive progressive design, with the difference paid when reordering.
Different Lens Type
One-time complimentary replacement with regular bifocal, trifocal or single-vision lenses.
No refund is offered for progressive non-adaptation; only credit is offered.
Doctor’s Prescription Changes
Within 60 days of pickup, the policy provides one complimentary replacement using the new doctor’s prescription and the same lenses.
Changing the lens type, material or coatings to an upgraded option creates additional upgrade charges and service fees, payable when the replacement order is placed.
Prescription Lens Upgrades Within 30 Days
Prescription lens upgrades are available within 30 days of pickup, with a 25% regular-price service charge plus any price difference for the frame and lenses, due at the time of order.
Learn About Prescription Lens Types →
Deposits, Insurance and Payment Conditions
The 2026 policy includes the following payment requirements for eyewear orders:
If you are using insurance or government benefits, ask the store to confirm the patient portion before your order is placed.
Insurance and Direct Billing InformationAdditional 10% Off Qualifying Printed Advertisements
Under the 2026 policy, customers can receive an additional 10% off using a qualifying printed advertisement, not a handwritten advertisement, from another retail optical business in Canada.
The Lowest Price Guarantee does not apply to:
- Doctor’s offices in Ontario.
- Wholesale clubs, including Costco and Sam’s Club.
- Optical internet suppliers, such as Clearly Contacts.
Bring the printed advertisement to a Hakim Optical store to discuss the applicable price-guarantee terms before purchase.
Need Help With a Return or Exchange?
Bring your eyewear, packaging and available order details to your Hakim Optical store. The team can review your purchase against the current return, exchange and warranty terms.
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