Customer Care

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  • Warranty

    Lunetterie Générale guarantees its products for a period of one (1) year from the date of purchase. Under this warranty, if a part proves to be defective in materials or workmanship, it will be repaired or replaced at no charge. To do this, return the product with your proof of purchase to your optician, fashion retailer or to the mailing address of the company’s head office. This warranty does not cover lenses scratched by normal wear, nor any damage resulting from mishandling, accident, or unauthorized repair or modification of the product.

  • Shipping

    Property
    All products remain the property of Lunetterie Générale until full payment.

    Shipping
    Lunetterie Générale is proud to offer free international delivery to all its valued customers. Customs charges and import taxes are excluded from the total price of the products. The total amount varies according to the quantities, the price and the country in which the products are shipped.

    Import fees and taxes
    For shipments abroad, we operate according to the Incoterm DAP (Delivered At Place). This means that customers are responsible for paying outstanding import taxes, customs clearance fees or any other additional charges that are set by the customs authorities of the country of destination. In this case, the shipping company will inform you by phone or email.

    Please note that if the customer refuses to pay the taxes imposed, Lunetterie Générale reserves the right to return the product purchased at its shipping address. For any change of delivery address, please contact order@lunetteriegenerale.com. We may not be able to change the delivery address if the product is already in transit through our carrier.

    Tracking
    Once your purchase is complete, an email with a shipping number will be sent to you within 24 to 72 hours. You can use this number to track your shipment the next day.

    Delivery time
    Lunetterie Générale offers international delivery. Please allow the following time for the receipt of your purchase:

    Shipment to Asia: 5 to 7 business days
    Shipment in Oceania: 3 to 5 business days
    Shipment in Europe: 2 to 4 business days
    Shipment to America: 1 to 3 business days

    * The delivery time may vary according to the conditions of the carrier, the holidays of the different countries and the procedures of customs clearance. Everything is beyond our control.

  • Return and exchange

    Return and exchange
    The product can be returned or exchanged at the original place of purchase and according to the time indicated by the retail partner of Lunetterie Générale. Any purchase made online at www.lunetteriegenerale.com, the product must be returned within seven (7) days of receipt of the product.

    The shipping costs for a return and an order cancellation are not refundable.
    For any return or exchange, the product must be in its original condition and include all its accessories. For products with a protective film, it must remain intact, just like the lens. Optical frames can not be returned or exchanged if the original lenses have been removed or replaced with prescription lenses.

    Return
    Please pack the product safely and ship it to the following address: Online Department, 645-A Laurier Street Asbestos, Quebec, J1T 3S3, Canada / order@lunetteriegenerale.com

    Any refund of a product is subject to inspection of the purchased product by the quality control team. A written approval from the customer service team will be sent to the customer to confirm the refund. Once the product status has been validated, we will process the full refund as soon as possible. Refunds will be made through the PayPal payment system or any other useful and secure payment method within 7 business days.

    Returns must be shipped via a shipping service with a tracking number and insurance, since we are not responsible for delayed or lost packages. Any returns received that do not meet the requirements described above may be refused at the discretion of Lunetterie Générale. All returned merchandise must be declared as follows on the customs declaration form: “Return of Canadian merchandise” . Otherwise, the return may fail or incur additional costs. Complete return instructions will be given following a return request.

    Exchange
    No exchange is possible for purchases made online; a return must be made, then a new order must be placed.

    Order cancellation
    To modify or cancel an order, contact us as soon as possible to order@lunetteriegenerale.com. However, we may not be able to make a change if the product has already been sent. If your order has been sent, please return your purchase within seven (7) days of receipt.

  • Terms & Conditions

    Terms & conditions
    These general conditions of use govern your use of the www.lunetteriegenerale.com website and your purchases on it, and constitute a contract concluded between you and General Eyewear. Use of this website or a purchase on it means that you have read and accepted these terms.

    Confidentiality
    The Privacy Policy described below applies to products and services offered exclusively by lunetteriegenerale.com, 645-A, Laurier Street, Asbestos, Quebec, J1T 3S3 Canada. As part of our Privacy Policy, the words “we”, “our” and “website” refer to lunetteriegenerale.com. All information provided to lunetteriegenerale.com remains strictly confidential. Your personal data is collected and processed by lunetteriegenerale.com for purposes strictly related to the use of the website, its services and the purchase of products through the website. Your personal data will not be communicated to third parties for purposes not permitted by law or without your consent. Anonymous tracking of interactions could be shared with third parties. lunetteriegenerale.com processes your personal data for the purpose of direct marketing by email and only with your consent, to inform you of news, promotions or special events. If you do not wish to receive communications from us, simply click on the “Unsubscribe” button in all communications sent to lunetteriegenerale.com customers. To protect the confidentiality of your personal and risk information (credit card number and expiry date), we have adopted security measures by implementing a Secure Socket Layer (SSL) system. You are guaranteed access to a secure page, which is protected by SSL encryption technology, when the URL starts with the letters “HTTPS”.

    Intellectual property
    The content elements of lunetteriegenerale.com, such as images, photographs, dialogues, drawings, figures, logos and other elements of content are protected by copyright and other intellectual property rights of lunetteriegenerale.com. The reproduction, total or partial, whatever the form, of lunetteriegenerale.com, of its elements of contents, is authorized only with the written agreement of lunetteriegenerale.com.

    Modification and update
    Lunetterie Générale may modify or update, without notice, in whole or in part, its policies of Customer Service. These changes and updates will be mentioned to users. We recommend that you check this section regularly for our latest policies. The details of the Lunetterie Générale policies communicated here supersede all previous communications. Third-party vendors, including Google, use cookies to serve ads based on previous visits by users to lunetteriegenerale.com. Internet users may opt out of Google’s use of cookies through the “Advertising and Privacy” page.

    Discharge
    By using this site, you are responsible for the quality and proper functioning of the computer equipment used for the purpose of browsing the site lunetteriegenerale.com. Lunetterie Générale can not be held responsible for damages, in any form, caused during the use of its website.

    Hyperlinks
    Lunetterie Générale is not responsible for the quality, the nature or the reliability of the contents of the Web sites whose contents or a hyperlink redirects to lunetteriegenerale.com.

    Newsletter
    If you subscribe to our newsletter, you will receive news, invitations to special events and promotions. All personal information collected will be the property of lunetteriegenerale.com.

    Account
    You are solely responsible for creating your account and / or password and maintaining their confidentiality. You are also responsible for any activity taking place under your account and password. Lunetterie Générale reserves the right to cancel an account or to remove or modify the content. By creating an account on the website of lunetteriegenerale.com, you confirm that all information provided is accurate, complete and up-to-date. Lunetterie Générale will not be held responsible for any loss or error related to inaccurate information about your account or the use of your account by someone other than you. Please contact Lunetterie Générale immediately in case of unauthorized use of your account or password or any other security breach.

    Customer service
    For any request or question relating to a product or an order, please communicate to the following address: order@lunetteriegenerale.com.

    Contact
    The headquarters of Lunetterie Générale can be found at the following address:

    Lunetterie Générale
    645-A Laurier Street
    Asbestos, Quebec
    J1T 3S3 Canada