Policies
Refund & Final Sale Policy
How KYLIAN handles refunds, manufacturing issues, and custom-made prescription orders.
Final sale on prescription eyewear
Because prescription glasses are custom-made based on customer-provided prescription details, all prescription eyewear purchases are final sale once production begins. This includes lenses cut and coated to your specific prescription, PD, and lens option selections.
Manufacturing issues, damage, or order errors
If there is a manufacturing issue, damage in transit, or an error with your order, please contact support@kylian.ca as soon as possible with your KYL order reference and photos where applicable. Our team will review the issue and respond directly.
Prescription accuracy
Customers are responsible for providing an accurate, current prescription from a licensed eye care professional. KYLIAN does not provide eye exams, medical advice, or vision prescriptions. Errors caused by an inaccurate or outdated customer-provided prescription are not covered under this policy.
Before production begins
If you need to make a change or cancel before our team begins production on your order, email support@kylian.ca as soon as possible. We will do our best to accommodate the request.
Questions? Contact support@kylian.ca.