Return, Replacement & Refund Policy
We want every customer to feel confident about their purchase. Eligible physical products may be returned or exchanged under the conditions below.
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Return eligibility
Contact us within 7 calendar days of delivery. The product must be unused, undamaged and returned with its original packaging, accessories, labels and purchase invoice.
Damaged, defective or incorrect products
Please share your order number and clear photographs of the product and packaging. After verification, we will arrange a replacement or refund without charging return-shipping costs.
Change-of-mind returns
For an incorrectly ordered product, size issue or change of mind, the customer is responsible for return-shipping charges. Original delivery charges are non-refundable unless the supplied product was damaged, defective or incorrect.
Non-returnable items
- Prescription, personalized or customized products, including customized lenses
- Opened contact lenses, eye-care solutions or hygiene-sealed products
- Medicines, eye drops and products with a broken safety seal
- Used, altered, incomplete or customer-damaged products
- Clearance or final-sale products identified as non-returnable
- Medical consultations, diagnostic tests, procedures and appointment fees
These exclusions do not apply when an item is defective, damaged or incorrectly supplied, subject to applicable law.
Refunds and exchanges
Approved refunds are issued to the original payment method within 5–7 business days after the returned product is received and inspected. Bank processing times may vary. Exchanges are subject to product availability.
This policy applies to physical products sold online and should be displayed consistently on the website and in Google Merchant Center. It does not limit any statutory consumer rights.
