Replacement Policy

I. Eligible Conditions for Replacement

Incorrect/Incomplete/Damaged Shipment:

If the error is on our part (wrong item shipped or quality defect), we will arrange a free replacement until you are satisfied.

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 replacement for you.

Issues caused by logistics

Including significant delivery delays, lost packages, or package damage.

II. Non-Eligible Conditions for replacement(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 or exchange.

III. Replacement 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 Replacement Arrangements:

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

IV. Replacement Shipping Costs:

If the replacement is due to our responsibility, the shipping cost will be borne by us. If the replacement is not due to our responsibility, such as when a customer needs a reshipment for personal reasons (e.g., selecting the wrong style or specifications), we may offer one free reshipment opportunity after communicating with our customer service team, provided the request is reasonable.

No Return Required:

For items eligible for replacement, you do not need to return the original item. We will ship the replacement directly to you.

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 replacement requirement.

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.