Customer Satisfaction Guarantee - 30 Day Return Policy*
100% Customer Satisfaction!
If for any reason you are not completely satisfied with your purchase, simply return it within 30 days* of purchase and we will gladly give you a refund (details below).
If you have a need to exchange a product because it is defective or in favor of a different product, you can also bring it back within 30 days* of purchase and we'll exchange it for you.
For Retail Store Purchases
Please bring your product along with all packaging, accessories and your original sales receipt to your nearest Visions location. We will need to verify that the product being returned or exchanged meets the criteria as stated below, and we will be happy to process the refund or exchange.
To find a retail location near you, please see our Store Locator.
For Online Store Purchases
To cancel an order prior to it being prepared for shipping, please contact us by creating a Customer Service Support Ticket or by phone at 1-866-530-3363 and we can assist.
If you have already received your online purchase and would like to make a return, returns can be processed either at your nearest Visions retail location or by contacting the online store for return authorization and instructions to ship the product back to us. You can reach us by creating a Customer Service Support Ticket or by phone at 1-866-530-3363
We will then provide you with the necessary information and shipping instructions to return or exchange your item(s).
Packages returned to the online store without authorization will be refused, and orders already processed and shipped can not be canceled. But you can return the order once you have received it, either at one of our retail locations, or by requesting return instructions with the shipping cost at your expense.
- Provide your order number. (from your order e-mails or your account)
- The item(s) which you would like to exchange or return.
- Reason for the item(s) to be exchange or returned.
If a product is found to be defective it will qualify for a "Defective Exchange" for the exact same product within 30 days of purchase and cannot be returned once processed. We will cover the costs of shipping for any "Defective Exchange" products or in the case that any error that was made by us while processing your order.
Please note, due to the busy nature of this season it can take up to an additional one to three business days for processing returns once they arrive in our facility.
* Retail Store purchases: All products can be returned or exchanged within 30 Days with the exceptions listed below.
* Online Store purchases: All products can be returned or exchanged within 30 Days of receiving the products with the exceptions listed below.
- Air Conditioners may be returned for refund within 15 days of purchase.
- Apple products (not including headphones) which have been opened may be returned for refund within 15 days of purchase. Activation Lock must be disabled in order to qualify for refund. If Apple product is defective it must be serviced through Apple directly. Apple headphones may only be returned if unopened.
- Beats products may only be returned if unopened. Defective Beats products must be serviced through Beats directly.
- Cellular Phones: ⦁ Phones sold on a contract with Bell or Virgin have a 15 day return/exchange policy. Must be returned back to the same store it was sold with all original accessories. Customer will charged for phone usage during the 15 days. Rules in place per the CRTC. ⦁ Unlocked cell phones may be returned for refund within 15 days.
- Camcorders, Cameras, Lenses and Flashes may be returned for a refund within 15 days of purchase, however Camcorders, DSLR or Mirrorless cameras and lenses or flashes are subject to a 15% restocking fee if opened.
- Drones are subject to a 15% restocking fee if opened.
- Furniture may only be returned for a refund if unopened.
- Headphones may only be returned for refund if they are unopened.
- Home Office Products including Laptops, Desktops, Tablets and Printers may be returned for refund within 15 days of purchase.
- Major Appliances may only be returned if unopened.
- Radar Detectors cannot be returned once packaging has been opened but if the product is found to be defective a Defective Exchange can be done.
- Software: Computer software, Gaming software and Movies (DVDs or Blu-ray Disc) cannot be returned once packaging has been opened due to copyright laws but if the product is found to be defective a Defective Exchange can be done.
- Special Order products are FINAL SALE and cannot be refunded or exchanged. If you are ordering a Special Order product, please ensure the product you have selected is correct prior to purchase.
- Consumable products for example drum cartridges, toner, ink, batteries, bulbs, paper (including photo) may only be returned if unopened.
- All delivery, installation, labor charges, custom accessories, professional set-up fees, and third party fees are not refundable.
- All Car Install or Home Install labor that is purchased and not used, is only valid as a credit for 1 (one) year from the date of purchase.
- Cancellation notice of Car Install or Home Install bookings must be cancelled 24 hours’ prior to the install date in order to qualify for a refund.
- Retail store purchases made in cash will be refunded in the form of either a cheque, in store credit, or can be applied to a debit/credit card.
- Products sold as "Refurbished" or "Reconditioned" will still qualify for our returns and exchange policy, but may have different limitations. The details for each product are clearly specified on the product description on our website.
- Restocking fee may apply for any refund or exchange if the product is not in "like new" condition, including all packaging and accessories. We reserve the right to refuse a refund or exchange or charge a restocking fee for any item not meeting our guidelines.