Returns and refunds
General Return Policy
Most products may be returned to CNIB Smartlife for credit, refund or replacement within 30 calendar days from the date of the original sale, with proof of purchase, minus the original shipping costs. This excludes any items with "SP” (Special Product) and/or “NR" (Non-returnable) in the product name, as well as items from the “Last Chance Sale – Online Only” section of Smartlife’s website.
Please ensure that the item is in new and in unused condition and is returned in its original packaging with all its accessories and instructions.
Once the item is received in our warehouse, it may take 4 to 6 weeks for processing. If the product has been returned in a suitable condition, you will be issued a refund less the original shipping charges.
You are responsible for the cost of shipping your return item(s).
To return your product, please complete the following steps:
- Step 1: You will need your Order Number, Surname, and Reason for Return.
- Step 2: Register your return with CNIB Smartlife here.
- Step 3: At your expense, send the item to:
CNIB Smartlife – Returns
1929 Bayview Avenue
Toronto, ON M4G 3E8
With your return authorization number, Shopify order number or email address, you will be able to track the progress of your refund, repair, or replacement here.
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.
Final Sale Items – No Credit, Refund or Exchanges
Sales of all products that come into direct contact with the body, such as eye drop guides and sunglasses, are final.
Any items designed with "SP” (Special Product) or “NR" (Non-Returnable) in the product name, or from the “Last Chance Sale – Online Only” section of the website are final.
All such items are not eligible for a credit, refund or exchange.
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 calendar 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.
Item Warranty
Watch batteries are warranted for 30 days from the date of sale. Watch bands and crystals, however, are not covered by warranties.
If a product is modified in any way, doing so will void the warranty.
Most manufacturers offer a limited warranty for their products. Please contact us toll-free at 1-866-659-1843 for further details.
Holiday Return Policy
From November 1st to December 31st each year, our warehouse staff is focused on doing their best to fill and ship customer orders so items 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 of the following year.
As a result, eligible items purchased through CNIB Smartlife between November 1st and December 31st of each year, may be returned on or before January 31st of the following year, with proof of purchase, minus the original shipping costs (Please refer to “Final Sale – No credit, refund or exchanges” section above for more details on non-eligible items for credit, return or exchange).
Please ensure that the item is in new and unused condition and is returned in its original packaging with all accessories and instructions.
Please see the “General Returns Policy” section above for details on how to register and return your item(s).
Need More Help?
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.