Returns and refunds

General product returns

If for any reason you are not satisfied with your purchase, you may return it for a full refund within 30 days. This excludes any items designed with "SP NR" in the product name.  These items are Special Order ONLY and Non-Refundable.  Unfortunately, CNIB Smartlife is unable to refund the original shipping charges, and for hygiene and safety reasons, we cannot accept returns on products that come in direct contact with the body, such as eye drop guides.  

Please ensure that the item is in saleable condition and is returned in its original packaging with all its accessories and instructions.

To return your product, please send it postage-paid to:

1)  Please register your return with CNIB Smartlife by clicking this link: here
2)  You will need your Order Number, Surname, and Reason for Return
3)  Please send it postage-paid to:

CNIB Smartlife – Returns
1929 Bayview Avenue
Toronto, ON M4G 3E8

4)  You will be able to track the progress of your refund, repair, or replacement at the following link with your order number: here

Note: Refunds take four to six weeks to process. If you paid by credit card, the refund will be credited to that credit card. If you paid by cheque, it may take an additional four weeks to receive a refund cheque in the mail.  In compliance with our Payment Processing Agreements and fraud prevention, refunds will only be provided to the method originally used for the payment towards the transaction

Products that are defective, damaged during shipping or do not match your order  

CNIB Smartlife guarantees all of our products if found defective within 30 days of receipt. In order to facilitate the return, all goods must be returned in their original state including original packaging and the bill of sale. We will provide a full refund for both the purchase price and any shipping charges on defective items, items damaged during shipping or CNIB Smartlife picking errors. Please contact us toll-free at 1-866-659-1843 for further details.

Products that become defective during the warranty period

CNIB Smartlife provides a number of warranties on our products. Please contact us toll-free at 1-866-659-1843 to learn more about the warranty for a specific product or to receive help with returning your product. In order to process the return, it must be accompanied by the original bill of sale and documentation about the reason for return.

Unfortunately, if the product has been modified in any way, we are unable to honour the warranty. General wear and tear or damage due to negligence is not covered by CNIB Smartlife or the manufacturer’s warranty.

Please note: The warranty period starts on the original date of purchase and is not renewed on any replacement or repair date. Watch batteries, watch straps and light bulbs are exempt from warranties.

Need more help with making a return?

For assistance with any return, repair or warranty issue, please call us toll-free at 1-866-659-1843, and our friendly operators will be happy to help.

What is your holiday return policy?

During the busy holiday season, our warehouse is focusing their efforts in ensuring all customer orders are being filled so that all the gifts can arrive on time.  During this period, CNIB Smartlife will not be processing any returns/repairs.  The warehouse will collectively focus on processing returns/repairs in January.  As a result, any items purchased through CNIB  Smartlife between Nov 1, 2022 – December 31, 2022, may be returned through January 31, 2023.