I. Eligible Conditions for Product Exchange
1. Incorrect/Incomplete/Damaged Shipment:
The received products do not match the order, are missing in quantity, or the external packaging is severely damaged during transit.
2. Unused and Sealed Products:
Products that are returned with all original manufacturer seals intact (including the outer box and individual foil-sealed blisters), unopened and unused, may be returned for a refund within 15 days of delivery.
3. Incorrect Specifications (Non-Custom Lenses):
Lenses that are 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 for validation.)
II. Non-Eligible Conditions for Returns (Based on Hygiene and Safety Regulations)
1. Any contact lens product that has been opened or its seals broken (including opening the outer box or tearing the foil-sealed blister).
2. Returns initiated for personal reasons (e.g., dissatisfaction, incorrect prescription choice, discomfort during trial) if the product has been opened.
3. Opened liquid products such as contact lens solution or eye drops, where the issue is not related to product quality.To ensure health and safety, contact lenses are not available for trial.
III. Eligible Conditions for Refunds
1. The customer has purchased shipping insurance for the order.
2. Issues caused by logistics, including significant delivery delays, lost packages, or package damage.
3.
Produnct are unopened, unused, and with seals intact.IV. Exchange, Refund Process, and Important Notes
1. 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. We cannot process returns for products shipped back without prior confirmation from our customer service team.
2. Special Exchange Arrangements:
For errors attributable to us (incorrect/incomplete shipment or verified quality defects), we will prioritize arranging a free replacement shipment.(
The goods needing Exchange do not need to be returned to the seller.)3. Refund Processing:
Eligible refunds will be processed to the original payment method within 7 business days after we receive and verify the returned items. Please note that international payment processing fees may be non-refundable.
4. About return shipping cost：
If shipping insurance was purchased for the item, the return shipping cost will be covered by the seller. If no shipping insurance was purchased, the buyer is responsible for the return shipping cost.
5. About return address
For eligible return products, please contact our customer service to confirm and obtain the return address before initiating the return.
V. Health and Liability Disclaimer
1. Contact lenses are regulated as medical device products (specific classifications may vary by country). They must be purchased and used under the guidance of a professional optometrist.
2. Opening the product seal is considered an act of personal use. To safeguard the health and safety of all consumers, opened products cannot be legally resold and are therefore ineligible for return.
3. Please carefully verify your prescription, product specifications, and usage instructions before completing your purchase.
We are committed to providing you with safe, reliable products and clear after-sales support. For any inquiries, please contact our customer service team at service@loladiva.store.
