ACUVUE® Brand Diagnostic Lens Policy

ACUVUE® Brand Diagnostic Lens Policy

Diagnostic Lens Policy

Johnson & Johnson Vision Care Diagnostic Lenses are only intended for trial fitting of appropriate candidates, or for the occasional replacement of torn or lost lenses.
Qualified eye care professionals and retailers may not:

  • Sell Diagnostic Lenses
  • Substitute Diagnostic Lenses for Revenue Lenses or
  • Give Diagnostic Lenses away at no charge as product promotions or as a replacement for contact lens sales.

Return Policy

Johnson & Johnson Vision Care will accept and credit returned product provided the company receives the product in its original package (including open boxes). Credit will not be issued for any product received beyond the product expiration date. All products received that do not meet the criteria will be destroyed.

In the event that a Johnson & Johnson Vision Care multipack is damaged in transit or an incorrect quantity or parameter is shipped to the customer, Johnson & Johnson Vision Care will facilitate replacement of the damaged product and issue replacement for the incorrect product.

To return product, use the Johnson & Johnson Vision Care Return Form. The reason for returning product must be provided. The form can be obtained from Customer Service (1-800-267-5098) or via e-mail Johnson & Johnson Vision Care will, upon receipt of the returned goods, issue a credit based on the original purchase price of the product.

Return Address

Johnson & Johnson Vision Care
C/O Stericycle Inc.
25 Ironside Cres.
Toronto, ON M1X 1G5

Customer Policy

Johnson & Johnson Vision Care products will only be sold through qualified eye care professionals that sell only to end-users based on a valid prescription. Johnson & Johnson Vision Care does not ship its products with labeling materials that permit them to be sold over the counter.

All qualified eye care professionals, prior to delivery or shipment of the lenses to the consumer, must comply with all federal and provincial laws and regulations regarding the sale or furnishing of contact lenses, including prescription verification laws.

Qualified eye care professionals may purchase only from authorized Canadian suppliers.

Qualified eye care professionals must use Johnson & Johnson Vision Care trademarks and brands in a manner consistent with Johnson & Johnson, Inc. policies.

Qualified eye care professionals shall not make false or misleading statements about Johnson & Johnson Vision Care, its business practices or any of its products.

Qualified eye care professionals must comply with all label licenses or use restrictions on which Johnson & Johnson Vision Care may condition the purchase or receipt of any products.

Johnson & Johnson Vision Care reserves the right to commission audits of qualified eye care professionals to assess compliance with legal obligations, diagnostic lens policy, and any territorial restrictions.

Johnson & Johnson Vision Care reserves the right to terminate a qualified eye care professional account that violates this policy. Termination does not release or forgive the account from the obligation to pay any sum owed to Johnson & Johnson Vision Care.

Product Warranty

All Johnson & Johnson Vision Care lenses are warranted against defects in materials and workmanship. If, after opening a factory-sealed blister pack, the lens is found to have a material or workmanship problem, Johnson & Johnson Vision Care will replace the lens.

Please contact our Customer Service Team 1-800-267-5098 (English), 1-800-667-5099 (French), or 905-946-1235 (Local).


The Product Warranty extends only to the original purchasers from Johnson & Johnson Vision Care. Johnson & Johnson Vision Care expressly denies the right of any other party to incur or assume on behalf of Johnson & Johnson Vision Care for special, incidental or consequential damages arising from breach of warranty, breach of contract or any other legal theory; including, but not limited to, damages resulting from loss of profits or revenue, business injury, costs of substitute products, or claims of customers.

Except for the expressed warranty stated above, Johnson & Johnson Vision Care disclaims all warranties and conditions, expressed or implied, including any implied warranty or condition of merchantability or fitness for a particular purpose.

The expressed warranty and remedy provided are exclusive and in lieu of all other warranties, conditions, and remedies by law.

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