REFUND & EXCHANGE POLICY

We are committed to providing you with high-quality contact lenses and a seamless shopping experience. Please review our policy to understand your options for returns and exchanges.

Eligibility for Refunds & Exchanges

You may be eligible for a refund or exchange if:

• You received damaged or expired products. We will replace any items that arrive in an unusable condition.
• You received an incorrect order. If the product you received does not match what you ordered, we will correct the mistake.
• You made a mistake when ordering (e.g., incorrect prescription or product selection). We can refund the order, but a 5% bank processing fee will be charged. This option is only available for unshipped orders.
• There was a shipping delay beyond the stated processing time. If your order has not been shipped within the timeframe noted below, you may request a refund.

Single Vision (single power) lenses: up to 7 business days
Color lenses (except Acuvue 1 Day Define): up to 14 business days
Acuvue 1 Day Define: up to 7 business days
Astigmatism/Toric lenses: up to 14 business days
Multifocal/Presbyopia lenses: up to 14 business days

Business days are Monday to Friday and exclude all public holidays in Hong Kong.

Non-Eligible Reasons for Refunds & Exchanges

We cannot offer a refund or exchange for the following circumstances:

• Opened or Damaged Packaging: All items must be returned in their original, unopened, and sealed packaging. If the box is opened, marked, or damaged upon return, it is ineligible for a refund or exchange.
• Lenses with Ample Expiration: All lenses we ship have a minimum of 18 months until their expiry date. We are unable to provide refunds or exchanges for products that meet this standard.
• Correctly Shipped Orders: Once your order has been shipped and the products are correct as per your order, we will not entertain any refund queries.

Return Process & Conditions

To request a refund or exchange, please contact our customer service team via WhatsApp at wa.me/85295766611.

• We will only process your refund or exchange once we have received and inspected the original goods.

All refunds and exchanges are subject to our final review and discretion, and the company’s decision will be the final one.