EXCHANGE & RETURNS
Guidelines for product inspection, exchange requests, and returns policy.
1. Overview
Due to the personal hygiene and optical safety nature of soft contact lenses, strict inspection and sealing protocols apply to all exchange and return requests. We encourage customers to inspect their package upon delivery.
2. Exchange Eligibility
An exchange may be considered under the following conditions:
- The product blister package remains 100% unopened, factory-sealed, and undamaged.
- An incorrect product item or wrong lens power was delivered due to a fulfillment error.
- The exchange request is initiated within 3 business days of package delivery.
3. Non-Returnable Items
For health and safety compliance, the following cannot be returned or exchanged:
- Contact lens packages or blisters that have been opened, unsealed, or tampered with.
- Items returned without original packaging or proof of purchase.
- Prescription power lenses where incorrect power values were selected by the customer during order placement.
4. How to Initiate a Return or Exchange
To request an exchange or package inspection:
- Contact customer support with your Order Number (`ORD-XXXXXXXX`).
- Provide clear photos of the sealed box showing the unopened factory seal and lens power label.
- Our support team will verify your request and provide return shipping details.
Need help with a return or exchange?
Contact our support team on WhatsApp or phone.
Contact Support
