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Return/Refund Policy

Need to make a return or exchange? Please Read Below:

If you are dissatisfied with the purchased product due to product quality problems (damage, missing pieces, etc.), you can contact us within 14 days of receiving the package to process a refund. Please note: The premise of this return is that the product packaging of the color contact lenses cannot be opened, and the original packaging must be kept. Color contact lenses are personal health products, the packaging has been opened, and returns and refunds are not supported.

Return/Refund Process

1. Make a return request

2. Check whether it meets the refund return conditions

3. Negotiate return items

4. Return the package

  5. refund completed

Return/Refund Conditions

1. Quality problems(ripped, incomplete, shriveled, etc) of the product are found within the after-sale warranty(within 14 Days), 

2. Returning the product is allowed if the packaging is in good condition and the product is not opened so that it does not influence the second sale.

3. After-sales time: Within 14 days after you receive the goods.

For the return and refund of the above two situations, you can contact us within 14 days after receiving the goods and send us a return request and explain the reason (if it is a quality problem, you need to provide a picture of the quality problem). After we check, we will process your return refund request according to the workflow, and we do not accept returns that have been opened, artificially damaged or altered in any way by you without checking with us in advance. Customer Service Email: support@lens-poem.com

Who Pays For Return Shipping?

Customers who return products due to quality problems need to pay for the shipping costs of the returned products. Shipping charges are determined by your local post office.

Response Time For Refund Requests

Under normal circumstances, after you send a refund application to our customer service email, we will communicate with you about the refund within 2 working days (48 hours). This includes issues that you need to be aware of for returns and refunds.

How Soon Will I Receive My Refund?

After you request a refund, we will contact you with the details of the return refund. In the event that you return the package and the package number is traceable, we will process your refund within 3 days of receiving your returned package. The specific arrival time depends on the processing progress of the bank or credit card.

Logistics information that customers need feedback after returning goods

After you send the package back at your own expense, you need to give us a correct and checkable package number so that you can track the logistics information after you return the package to us. This is very important for your refund. Lens-poem's after-sales department will process your refund within 3 days after receiving the returned item and checking that the product package has not been opened.

Notice:

1. Please check the items whether are damaged or the wrong color before you open them.

2. Each order has only one after-sale privilege.

3. Replace, return or refund is not available if the color is not what you expect/wantwhen the product is correct or the parameters you have ordered are not suitable for your eyes.

4. Please do not throw the lens and lens packages before your problem is solved. We have several different packages, and the color of lenses from different packages may be different.

Customer Service Email: support@lens-poem.com