Returns & Exchanges

Please inspect your order immediately upon delivery. If you believe you have received a defective or incorrect product, please contact our customer service team before opening the sealed lens package or using the product.

All returned items must be unopened, unused, and in their original condition with all original packaging intact. Returns that do not meet these requirements may be rejected upon inspection.

Please contact our customer service team before returning any item. Returns sent without prior authorization may be refused.

We do not accept returns or exchanges for the following reasons:

- Dissatisfaction with color or personal preferences
- Products that have been opened, used, or are not in their original condition

Opened contact lenses cannot be returned or exchanged due to hygiene and safety reasons.

Unopened and factory-sealed products in their original condition may be eligible for return, subject to applicable consumer protection laws and prior authorization from our customer service team.

 

Custom-Made & Prescription Contact Lenses

Custom-made and prescription contact lenses, including toric lenses and lenses manufactured according to the customer's prescription, are not eligible for cancellation, return, exchange, or refund once production has begun.

By placing an order for custom-made prescription contact lenses, the customer acknowledges and agrees that such products may be exempt from the right of withdrawal where permitted under applicable consumer protection laws.

Replacement / Defective Product Policy

Contact lenses are sterile medical devices that lose their commercial value once opened. In addition, for products that have been used, it is difficult to determine the cause of any defect. Therefore, claims regarding defective products must be submitted within 10 days of delivery.

Products received within 10 days of delivery are eligible for replacement or exchange only in the event of a manufacturing defect.

The following are considered manufacturing defects:

- The lens is torn or broken inside a sealed bottle or blister package
- The lens has an abnormal shape inside a sealed bottle or blister package
- The product is expired at the time of delivery

Customers requesting a replacement must provide clear photographs showing the defect. Claims submitted without supporting photographs cannot be processed.

Returned products will be thoroughly inspected. Replacement, exchange, or refund requests will not be accepted if the product shows signs of use or mishandling.

When returning a product, all original package contents, including contact lenses, lens cases, promotional gifts, and any accompanying accessories, must be included.

Any additional costs incurred during an exchange or return, including shipping charges, customs duties, taxes, and reshipping fees, shall be the responsibility of the customer unless otherwise required by applicable law.

Please note that differences in individual eye characteristics, including eye structure, eye condition, corneal curvature, eyelid thickness, pupil size, and natural eye color, may affect comfort, fit, vision, and the appearance of the lens color. These are not considered manufacturing defects and are therefore not eligible for return, exchange, or refund.

Cancellation Policy

If you wish to cancel your order after payment has been made, please contact us as soon as possible.

For custom-made or prescription contact lenses, orders cannot be canceled once production has begun.

For regular orders canceled before shipment, a cancellation fee of up to 10% may be deducted from the refund amount.

Orders cannot be canceled once they have been shipped.

If a cancellation is requested after shipment, the refund will be processed only after the package has been returned to us. In such cases, a 30% administration fee, shipping charges, customs duties, taxes, and any related costs will be deducted from the refund amount.

If a parcel is returned due to an incorrect address provided by the customer, an unclaimed parcel, refusal of delivery, or the recipient being unavailable, a 30% administration fee, shipping charges, customs duties, taxes, and any related costs will be deducted from the refund amount.

Shipping charges, customs duties, taxes, and other related fees are non-refundable unless otherwise required by applicable law.

 

Contact Us

If you have any questions regarding returns, exchanges, refunds, or cancellations, please contact us at:

[eyemellow.official@gmail.com]