Our exchange policy provides clear guidelines for customers regarding the return and exchange of products that are defective. Here's a breakdown of the key points in our policy:
Exchange Policy
Timeframe: Customers have a grace period of 7 days from the day the products arrive in their hands to request a return or exchange.
Eligibility: Returns or exchanges are only accepted if the product is found to be defective.
Defective Product Definitions
Lens was torn in blister: If the lens is damaged or torn while still in its packaging (blister).
Lens was in odd shape in blister: If the lens appears to be misshapen or irregular in its packaging (blister).
Lens was expired: If the lens has passed its expiration date.
Photo Proof: Customers are required to provide photo evidence (photo proof) of the defect when requesting a return or exchange. This helps verify the issue and supports the customer's claim. A replacement will not be processed without a clear photo of the product as proof.
Additional Conditions:
These additional points clarify the conditions under which replacements or exchanges are accepted and the terms of your guarantee. Here's a summary of these points:
Used Products: Replacement/exchange policy is void if the products show any sign of being used. This means that customers must return the products in their original, unused condition to be eligible for replacements or exchanges.
Exclusions: Our guarantee does not cover accidental damage or wear/tear of the product caused by the customer. This indicates that damage resulting from customer mishandling or regular wear and tear is not covered under our replacement/exchange policy.
Shipping Method: We specify that all replacement lenses will be shipped by Registered Air Mail or Global Mail only. This informs you about the shipping method we use for sending replacements, which can help manage your expectations regarding delivery times and tracking.
Return and Exchange Policy
Eligibility: We accept exchanges for UNOPENED lenses only, and the products must still be in a re-sellable condition upon inspection at our side. This means the customer cannot return or exchange lenses that have been opened or used.
Return Shipping Cost: The customer is responsible for bearing the return shipping cost. They must cover the expenses associated with sending the product back to you.
Resend Shipping Cost: The customer is also responsible for the cost of shipping for the replacement product. This includes the expenses associated with sending the new product to the customer.
Time Limit: Complaints or requests for return/exchange must be made within 7 days of the grace period. After this time, we reserve the right not to entertain any complaints. For other types of complaints (not related to product defects), we handle them on a case-by-case basis.
Cancellation Policy
Cancellation Before Shipment:
If a customer wishes to cancel an order before it has been shipped, we allow for a refund. However, there will be a cancellation fee of 10% of the total order amount deducted from the refund.
Cancellation After Shipment:
If a customer wishes to cancel an order that has already been shipped, we also allow for a refund, but the terms are different:
- We will keep 30% of the total order amount as a cancellation fee.
- We will deduct the shipping and handling fee from the refund.
- Customers are responsible for the return shipping cost.
- The returned package must be properly packed and shipped with a tracking number.
- The refund will be issued AFTER you receive the returned package.