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100% Satisfaction Return Policy

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SECTION 1 – RETURN AND EXCHANGE POLICY

Under the below conditions, we may accept exchange or return of unexpired and unopened product within 14 days after the delivery of your shipment:

Condition A: Change In Your Contacts Prescription
“Your Vision, Our Mission” Your eye-care is our first priority. We only accept product exchange if there’s any change in your contacts prescription within 14 days after the delivery of your shipment.Any difference in the dollar amount will be billed to you.

Condition B: Products in Bad Condition
We pack all your products carefully and in a standardized way. We accept product exchange if your purchased contact lenses are damaged during delivery. Once we receive your returned products, we will promptly process your exchange request.

Condition C: Faulty Lens
We only carry contact lenses from big brands and manufacturers. The lenses are all factory sealed and under the full manufacturer’s warranty. If you suspect that your lenses are faulty,you may apply for the product exchange / return. We will forward your purchased lenses to the manufacturer for examination. Once found faulty, we will promptly process your refund (less shipping charges and return processing fee) or exchange your product.

Condition D: Wrong Products Delivered
We accept product exchange / return if the wrong product has been delivered to you. Once we receive your returned products, we will promptly process your refund (less shipping charges and return processing fee) or your exchange request..

Please note that:

- We do not accept any opened boxes or products, unless the products fall under condition C or D (Condition C: Faulty Lens /Condition D: Wrong Products Delivered).

- You are responsible for all the return / exchange postage unless your case falls under condition C or D (Condition C: Faulty Lens /Condition D: Wrong Products Delivered)

- We are not responsible for any lost or damaged packages

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SECTION 2 – WHAT ARE THE PROCEDURES?

Step 1: Read through our RETURN AND EXCHANGE POLICY and see if your case falls under the three return conditions. If you are unsure about your case, we strongly advise you to contact us at customerservice@centrallens.com,to prevent any unnecessary shipping cost charged on your account. 

Step 2: Fill in all the blanks on the blue card that comes with your product shipment and specify whether you are asking for product exchange or return.

Step 3: Attach a copy of your contacts prescription. 

Step 4: Seal your products in the original packaging to avoid damages. Vial lens must be sealed and returned in the original vial to prevent the solution from leaking during shipment. Products received with improper packaging, e.g. an envelope or any other flat pack, will not be processed and will be returned, and you will be responsible for the shipping charges incurred.

Step 5: Send the package to the address provided by us, using Traceable Ship Methods to avoid any future argument/ conflicts.

Step 6: Wait for our customer service team to arrange product exchange / refund


SECTION 3 – HOW LONG WILL IT TAKE?

For every return / exchange case, our customer service team will get back to you within 2 working days. The whole return / refund process will be within 4 weeks, depending on the situation and PayPal processing time.