Returns, Refunds and Exchanges Policy

1. Eligibility for Returns

 

We accept returns for refund or exchange only if all the following conditions are met:

  • Time Limit: The return or exchange request must be initiated by contacting us within 2 calendar days of the original purchase or delivery date.

  • Condition of Item: The item must be unused and in the exact same condition that you received it. This requires the product to be free from any signs of wear, damage, or alteration, and must include all original packaging, tags, cases, and accessories.

  • Proof of Purchase: A valid receipt or proof of purchase (e.g., order number or invoice) is mandatory for all returns and exchanges.

  • Non-Returnable Items: Customized items, prescription lenses (unless defective or based on an error by the Center), and opened contact lens solutions are considered final sale and are not eligible for returns or refunds.

2. Return Process

To initiate a return or exchange:

  1. Contact Customer Support: Immediately contact our Customer Support team via phone or email. Please provide your order details and the reason for the return.

  2. Authorization: Once your request is reviewed and authorized, we will provide you with a Return Merchandise Authorization (RMA) number and instructions for shipping the product back.

  3. Return Shipping: The customer is responsible for all shipping costs incurred for returning the item to us. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

3. Refund and Exchange Processing

A. Refunds

  • Inspection: Once the returned item is received, it will be inspected by our team to ensure it meets the Eligibility criteria (Section 1).

  • Notification: We will notify you via email of the approval or rejection of your refund within 1-2 business days following the inspection.

  • Refund Timeframe: If approved, the refund will be processed. Please allow 7 calendar days from the date of approval for the credited amount to reflect in the beneficiary’s original bank account or payment method.

B. Exchanges (Defective or Damaged Items Only)

  • We only replace items if they are defective or damaged upon receipt.

  • Exchange Initiation: Once the defective or damaged item is confirmed, we will initiate the replacement process within 2 business days.

  • Delivery Timeframe: The replacement item will be shipped out and delivered to you within 7 calendar days of the exchange initiation date, subject to stock availability and your delivery location.