We want you to be satisfied with your purchase from ContactLenses4US. Please review the conditions below before requesting a return, exchange or refund.
1. Return period
You may request a return of an eligible product within 14 calendar days of receiving your order.
To start a return, contact us at office@contactlenses4us.com before sending any products. Please include your order number, the products you wish to return and the reason for the return.
Do not send products back until you receive return authorization, instructions and the correct return address from our customer service team.
2. Standard contact lenses eligible for return
Standard contact lenses that are not classified as special-order products may be returned only when all of the following conditions are met:
- the manufacturer’s boxes are unopened and factory sealed;
- the packaging is complete, clean and undamaged;
- labels, barcodes and expiration dates have not been removed, covered or altered;
- the products have been stored correctly;
- the return request is submitted within the applicable return period;
- the return has been authorized by ContactLenses4US before shipment.
3. Products that cannot be returned
For health, hygiene and product safety reasons, we cannot accept voluntary returns or exchanges of:
- opened contact lens boxes;
- individual blister packs removed from an opened box;
- products with a broken or removed manufacturer’s seal;
- products with damaged, marked or incomplete packaging;
- products damaged after delivery because of improper handling or storage;
- products returned without prior authorization;
- toric contact lenses for astigmatism;
- colored or decorative contact lenses.
Special-order toric and colored contact lenses
Toric contact lenses for astigmatism and colored contact lenses are ordered specifically from the manufacturer after the customer places an order. These products are therefore treated as special-order items and are not eligible for voluntary return, exchange or cancellation after processing has begun.
This restriction applies even when the manufacturer’s box remains unopened. Please carefully check the brand, model, power, base curve, diameter, cylinder, axis, color and all other parameters before completing your order.
This special-order restriction does not apply when a return or remedy is required by applicable law. It also does not affect claims concerning products that were supplied incorrectly, arrived damaged or have a confirmed manufacturing defect.
Ordering an incorrect power, base curve, diameter, cylinder, axis, addition or color does not make an otherwise excluded product eligible for return. Customers are responsible for reviewing all parameters for each eye before completing an order.
4. Exchanges
Eligible, unopened standard products may be exchanged for another available product after prior authorization from ContactLenses4US.
Any price difference must be paid before the replacement is shipped. If the replacement product costs less, the approved difference will be refunded to the original payment method.
Shipping costs for an exchange caused by an incorrect customer selection or incorrectly entered parameters are the customer’s responsibility.
Toric contact lenses for astigmatism and colored contact lenses cannot be exchanged under our voluntary exchange program because they are ordered specifically from the manufacturer for the customer.
5. Incorrect, damaged or defective products
If you receive the wrong product, a damaged box or an item that appears to have a manufacturing defect, contact us within 7 calendar days of delivery.
Please provide your order number and clear photographs of:
- the product and outer packaging;
- the manufacturer’s box and product label;
- the visible damage or defect;
- the shipping label, when relevant.
Do not discard the product, blister packs or packaging until your claim has been reviewed.
When an incorrect shipment, transport damage or manufacturing defect is confirmed, we will provide an appropriate replacement, refund or other remedy. When a return is required because of our error or a confirmed defect, ContactLenses4US will cover the reasonable authorized return shipping cost.
6. Return shipping costs
The customer is responsible for return shipping costs when the return results from a change of mind, an incorrect standard product selection or incorrectly entered lens parameters.
We recommend using a trackable shipping service and retaining proof of postage. ContactLenses4US is not responsible for return parcels that are lost or damaged before reaching the designated return address.
Original shipping charges are non-refundable unless the order was incorrect, damaged or not delivered because of an error for which ContactLenses4US is responsible, or when reimbursement is otherwise required by applicable law.
Return parcels sent without authorization, sent to an incorrect address or sent with charges payable by the recipient may be refused.
7. Refunds
Returned products will be inspected after delivery. If the return meets all conditions of this policy, the refund will be issued to the original payment method.
Approved refunds are normally processed within 7 business days after the returned products have been inspected and accepted. Your bank, card issuer or payment provider may require additional time to post the refund to your account.
We do not charge a restocking fee for an approved return that meets all conditions of this policy.
If only part of an order is returned, shipping charges associated with products that the customer keeps will not be refunded, except where required by applicable law.
8. Order cancellations
Contact us as soon as possible if you wish to cancel an order.
An order can be canceled only before it has been processed, ordered from the manufacturer or transferred for shipment.
Toric contact lenses for astigmatism and colored contact lenses cannot normally be canceled after the special order has been placed with the manufacturer.
If an eligible order has already been shipped, it must be handled under the return procedure described in this policy.
9. Refused and unclaimed parcels
If a parcel is refused, not collected or returned because the customer provided an incomplete or incorrect address, the refund may be reduced by:
- the original shipping cost;
- the return shipping cost;
- carrier charges;
- customs duties, taxes or administrative charges incurred by ContactLenses4US.
Any remaining eligible amount will be refunded after the parcel has been returned to us and inspected.
Special-order toric and colored contact lenses returned as refused or unclaimed parcels may remain non-refundable, except where applicable law requires otherwise.
10. Customs duties and import charges
Customers are responsible for providing accurate delivery information and for complying with import requirements applicable in the destination country.
Customs duties, import taxes and local processing fees charged by authorities or carriers are normally the customer’s responsibility.
Refusing a parcel because of customs duties or import charges does not automatically qualify the order for a full refund.
11. How to request a return or refund
To request a return, exchange, cancellation or refund, contact:
Email: office@contactlenses4us.com
Please include:
- your order number;
- your full name;
- the product concerned;
- the reason for your request;
- photographs when the product is damaged, defective or incorrect.
Please include your order number in all correspondence. Returns sent without authorization may not be accepted.
12. Statutory rights
Nothing in this policy excludes, limits or restricts any consumer right or remedy that cannot legally be excluded, limited or restricted under the law applicable to the transaction.
If any provision of this voluntary return policy conflicts with mandatory consumer protection law, the mandatory legal requirement will apply.