Refund & Exchange
Terms and Conditions

All purchases are considered final upon confirmation, except where an item is eligible for refund or exchange under the conditions stated below.

Customers are responsible for checking all order details carefully before completing their purchase, including:

• Lens power
• Colour
• Design
• Quantity
• Delivery details

Requests caused by incorrect selections made by the customer are strictly subject to our exchange eligibility requirements.

An exchange may only be approved if the product:

• Is completely unopened and unused
• Has its original seal, box, labels and packaging fully intact
• Is in its original resellable condition
• Is returned within the applicable exchange period
• Has been reviewed and approved by our Customer Service team

For hygiene and safety reasons, opened, unsealed, worn or tested contact lenses are strictly non-exchangeable and non-refundable.

Products with damaged, incomplete, torn, marked or altered packaging will not be accepted.

If a customer selects the wrong lens power, colour, design, quantity or other product variation during checkout:

• An exchange request must be submitted within 15 days from the date of receipt.
• The products (including packaging itself – outer or inner) must remain completely unopened and in resellable condition.
• Exchange is subject to stock availability and approval.
• Refunds will not be provided for change of mind or incorrect selections made by the customer.
• Any price difference for the replacement item must be paid by the customer where applicable.
• Shipping, return and redelivery costs are borne by the customer.

Each order is eligible for one exchange only.

If the order has not yet been processed or shipped, customers may contact Customer Service to request an amendment.

Amendment requests are not guaranteed and are subject to the order processing status.

Once an order has been packed, processed or handed over for delivery, changes may no longer be possible.

If you receive:

• An incorrect item that differs from your confirmed order
• A damaged product
• A defective product
• An item with a manufacturing issue

you must contact Customer Service within the specified claim period and provide clear supporting evidence, including photos and/or videos of:

• The parcel packaging
• Shipping label
• Product box
• Product received
• Relevant defect or issue

Customers should not open, use, discard or dispose of the affected product unless instructed by Customer Service.

All claims are subject to verification and approval.

Where the claim is confirmed to be caused by our fulfilment error or a verified product defect, we may provide an appropriate replacement, exchange or refund depending on the circumstances.

Refunds are not automatically provided for exchange requests.

Refunds may only be considered where:

• The wrong item was sent by us and a suitable replacement cannot be provided;
• A verified defective or damaged item cannot reasonably be replaced;
• The ordered item becomes unavailable after payment; or
• The company determines that a refund is the appropriate resolution.

Refunds will not be provided for:

• Change of mind
• Wrong power selected by the customer
• Wrong colour or design selected by the customer
• Personal preference after receiving the product
• Opened or used contact lenses
• Products damaged after receipt
• Requests submitted outside the applicable claim period

Approved refunds will be processed through the payment method or refund method determined by the company.

Original shipping, delivery and service fees are generally non-refundable, unless the refund is due to an error made by us or otherwise approved by the company.

Any applicable promotional discounts, vouchers, credits or free gifts may be taken into consideration when calculating the final refundable amount.

Approved returns or exchanges must be arranged through one of the following methods:

• In-person return
• Lalamove / same-day delivery
• Other return method approved by Customer Service

Products must be securely packed and returned in their original condition.

Any item that arrives opened, damaged, incomplete or otherwise unsuitable for resale may be rejected.

Customers must obtain approval from Customer Service before returning any product. Unauthorised returns may not be accepted.

Retail Store Purchases

Returns or exchanges must be handled through the original store of purchase, unless otherwise instructed.

Online Purchases

Approved returns must be sent to the designated return address provided by Customer Service.

For exchanges resulting from an incorrect selection made by the customer, all return and redelivery charges are borne by the customer.

Where the issue is confirmed to have resulted from our error or a verified defective product, applicable return or replacement delivery arrangements will be determined by Customer Service.

All returned items are subject to inspection.

Approval of an exchange or refund request before the product is returned does not guarantee final acceptance.

If the returned product does not meet the required conditions upon inspection, we reserve the right to:

• Reject the exchange or refund;
• Return the item to the customer; and/or
• Require the customer to bear any additional delivery costs.

All refund and exchange requests are assessed on a case-by-case basis.

The company reserves the right to reject requests that do not comply with these Terms and Conditions, show signs of misuse, or cannot be reasonably verified.

The company's decision regarding refund and exchange eligibility shall be final.