Return & Refund Policy

At My Lenses, your visual health and satisfaction are our top priorities. Because fashion and cosmetic contact lenses are personal care items subject to strict sanitary standards, our return and refund policy adheres to rigorous health and safety regulations.

1. Return Window & Eligibility

We accept return requests on eligible items within 14 days of confirmed package delivery.

To qualify for a return or refund, products must satisfy all of the following health and safety conditions:

• Unopened & Factory-Sealed: Outer box packaging, blister seals, or glass vials must remain completely unopened, untampered, and intact in their original condition.
• Original Packaging: Items must be returned in their original boxes without defacement, tears, writing, or tape marks.
• Resaleable Condition: Products must be in a clean, hygienic state suitable for inventory return.

2. Non-Returnable & Non-Refundable Items

For health, hygiene, and sanitary reasons, we cannot accept returns or issue refunds for the following:

• Any contact lens box, vial, or blister pack where the sterile seal has been opened or broken.
• Lenses that have been inserted, worn, or placed into contact lens solution.
• Custom-made, prescription-specific, or clearance sale items.
• Accessories, lens cases, lens care solutions, or gift cards.
• Items returned without prior return authorization.

3. Damaged, Defective, or Incorrect Items

If your package arrives with damaged contents, manufacturing defects, or an incorrect lens shade, please report the issue through your customer account portal within 48 hours of delivery.

Steps for Defective or Incorrect Claims:

• Do not discard the outer box, blister packaging, or damaged lens.
• Retain the box displaying the LOT / Batch Number and expiration date, as this is required for product quality verification.
• Submit photos of the product and packaging through your account portal for evaluation.
• Upon verification, a replacement or full refund will be issued at no additional cost to you.

4. Return Instructions

To initiate a return for an eligible, unopened item:

1. Log into your customer account portal and navigate to your recent orders.
2. Select the order and request a return authorization for the unopened items.
3. Once your request is approved, package the items securely in a sturdy box with protective padding.
4. Ship the package using the return label and instructions provided in your approval notification.

5. Return Shipping Costs

Unless the return is due to an error on our part (such as a wrong item sent or verified defect), the customer is responsible for all return shipping costs. Original shipping charges paid at checkout are non-refundable.

6. Refund Processing

Once your return is delivered to our facility, it will undergo a physical inspection to verify sterile seals and condition.

• Notification: You will receive an automated status update via your account portal after the inspection is complete.
• Payment Credit: Approved refunds are credited directly to your original method of payment within 5 to 10 business days.
• Bank Processing: Depending on your financial institution, additional days may be required for the credit to reflect on your statement.

7. Exchanges

To ensure you receive your desired fashion lens color quickly, we do not handle direct physical exchanges. If you would like a different shade or pattern, please submit a return for your unopened item and place a separate order for the new style.