Refund Policy

I. Product Exchange and Refund Conditions

Incorrect/Incomplete/Damaged Shipment:
If the error is on our part (wrong item shipped or quality defect), customers may choose either a full refund or a free replacement.

Incorrect Specifications (Non-Custom Lenses):
Lenses shipped with an incorrect power, brand, or model due to an error on our part, provided they are not custom-made (valid prescription and order verification documents are required). In such cases we will directly arrange a free exchange for you.

II. Non-Eligible Conditions for Exchange or Refund (Based on Hygiene and Safety Regulations)

Any contact lens product that has been opened or whose seals have been broken (including opening the outer box or tearing the foil-sealed blister).

Any request made for personal reasons (e.g., dissatisfaction, incorrect prescription choice, discomfort during trial) when the product has already been opened.

To ensure health and safety, contact lenses are considered used once opened, and do not support trial use, exchange, or refund.

III. Eligible Conditions for Refund

Issues caused by logistics, including significant delivery delays, lost packages, or package damage.

In cases where an error is attributable to us (incorrect/incomplete shipment or verified quality defects), and after a free replacement has been arranged, if the customer still requests a refund for the specific product.

IV. Exchange, Refund Process and Important Notes

Initiation Process:
Please contact our customer service within 15 days of delivery. Provide your order number, a description of the issue, and relevant photo/video evidence. All after-sales requests must be confirmed by our customer service team in advance.

Special Exchange Arrangements:
For errors attributable to us (incorrect/incomplete shipment or verified quality defects), we will prioritize arranging a free replacement or exchange.

Refund Processing:
Eligible refunds will be processed to the original payment method within 7 business days after our verification.

Regarding exchange or replacement Shipping Costs:
If the exchange or replacement is due to our responsibility, the shipping cost will be borne by us. If the exchange or replacement is not due to our responsibility, the shipping cost will be borne by the customer. If you need a reshipment because you selected the wrong style or specifications for personal reasons, a $5 reshipping logistics fee will apply.

V. Liability Disclaimer

Contact lenses are regulated as personal care products (specific classifications may vary by country). They should be purchased and used following the advice of an eye care professional.

Opening the product seal is considered an act of personal use. To safeguard the quality and safety of all consumers, opened products cannot be legally resold. Therefore, once opened, products are not eligible for exchange or refund.

Please carefully verify your prescription, product specifications, and usage instructions before completing your purchase.

We are committed to providing you with quality, reliable products and clear after‑sales support. For any inquiries, please contact our customer service team at service@loladiva.store