Returns & Exchange
All returned items must be in unopened/unmarked and unused/original condition, with original packaging or else it will be rejected upon receiving.
EyeMellow will not accept any returned items without an valid Return Authorization. Please contact us prior to return.
We do not accept return or exchange due to:
- Dissatisfaction on color preferences
- Items not in original condition or have been opened for use
Replacement / Defected Policy
Contact lenses are sterile medical devices that have lost their commercial value since they're opened. In addition, for products that have been used, it is difficult to determine the cause of the defects. For this reason, all exchanges and returns are not allowed after 10days from the completion of delivery.
Goods received within 10 days are returnable or exchangeable if and only if the product defects. The first day of grace period starts from the day of the products arrived in the hand of customers. The definitions of defects are as follows:
- Product was torn or broken in SEALED bottle
- Product was in odd shape in SEALED bottle
- Product was expired in SEALED bottle
In case of the Product torn/broken/expired, customer must take a photo of the Product as a proof in order to proceed with a replacement. Without a photo, there will be no replacement will be made. Returned defects products will be inspected thoroughly. Exchangeable or refundable policy is void if the products show any sign of used.
At the time of return, all components of the package (contact lenses, lens cases, gifts, etc.) must be included.
Any extra charges incurred in an exchange or return (eg. shipping cost, duties and taxes) shall be borne by customer. This includes the requirement to pay the additional re-shipping fee. We will process the exchange request as soon as we receive the returned items but still subject to availability of the item.
Even if the contact lenses are the same product, the differences of each person’s eye structure and state, characteristics, curvature, the thickness of the upper eyelid, pupil size will lead to eye pain, feeling of foreign object and other wearing feelings, and the color of contact lenses may vary.
The above reasons do not belong to product defects or defective products, and therefore do not belong to exchange and refund reasons
- For the customized orders, it cannot be canceled once the manufacturing has begun.
- Orders cannot be canceled after the delivery gets started.
If you wish to cancel your order after payment is made due to any reasons, kindly please inform us immediately. Worth to note that, not full payment will be refunded, 10% administration fees of your amount purchased will be imposed.
Once products are SHIPPED, and you wish to cancel your order, 30% administration fees will be imposed and shipping is non-refundable items. Refund will be processed only after the product returns to us.
If your parcel being returned due to (incorrect address given by customer, unclaimed parcels, recipient not available during delivery) and a refund request is made, we will impose 30% administration fees of your total order value and deduct the shipping charges and refund you the remaining amount
For any questions, please contact us at