Returns & Exchanges

• Returns and Exchanges

At ContactLens365 we want to ensure that our customers are always satisfied with their orders. Our return and exchange policy supports our customers when there are changes in prescriptions and product needs. If you have questions, feel free to contact our customer service team at at 0 850 309 0492 or email info@ContactLens365.com

1.1 CHANGES 

Items can be exchanged within 365 days from the date the item was received/delivered. Lens cases must be unopened, unmarked, undamaged and not expired.

 1.2 REFUNDS

Refunds can be made within 15 days from the date the product was received/delivered. Lens cases must be unopened, unmarked, undamaged and not expired. 

1.3 30 DAYS RETURN AND 365 DAYS EXCHANGE POLICY

Contact lenses can be returned within 15 days and/or exchanged within 365 days from the delivery date, provided that they are unopened, unmarked, undamaged, not expired and in their original condition with packaging. Original shipping and insurance charges are not refundable. Returns/Exchanges after 15 days must have an expiration date of no less than 12 months unless authorized/approved by our customer service team. We cannot accept opened contact lens or vial boxes as we cannot return them to the manufacturer. The following lenses are also non-returnable and non-exchangeable as they are custom-made to order by the manufacturer: Bausch & Lomb Ultra Multifocal Toric, Proclear Toric XR, Proclear Multifocal .

*Original shipping/insurance charges are not refundable.

*Customer is responsible for all shipping costs associated with returns/exchanges.

1.4 DEFECTIVE PRODUCTS

In the unlikely event that you receive a defective lens, do not throw it away. It may need to be returned to the manufacturer for analysis. If the lens manufacturer accepts that the lens is defective, a replacement lens will be provided free of charge. Please note that defective lenses can only be replaced with the same lens and prescription. We cannot provide refunds for defective items.

1.5 RETURN PROCEDURE

Before returning items, please contact our customer service team via email and include your name, order number and reason for return. Please have this information ready if you are looking. Our customer service team will provide you with a Return Merchandise Authorization (RMA) number and return procedure. This RMA number must be written prominently in the address section of your return package.

If you are returning from an EU country:

Please include a copy of the invoice and the reason for the return.

If you are returning from a non-EU country:

Example - Write on the envelope/package: "Return of items purchased in Poland"

- Attach a copy of the invoice to the Clear Plastic Self-Adhesive Packing Slip Envelope Pouch and stick it to the outside of the envelope/package.

 1.6 CANCELED / REJECTED / RETURNED TO SENDER

 We are committed to providing the best customer service to all our customers. We pride ourselves on our ability to process all orders quickly and accurately. If you have any questions regarding your purchase we will do our best to resolve your concerns. If you would like to cancel your order for any reason, please contact us as soon as possible. As the majority of in-stock items ship within 24 hours, it is imperative that you contact us so that we can cancel your order before it is processed and/or shipped.

What if my order has already been shipped?

If your order has been shipped, no restocking fee will be charged for returns made within 365 days from the receipt of the product. Alternatively, products can be returned within 365 days from the original order date. Please note that customers are responsible for all costs of returning products to ContactLens365. All shipping charges are non-refundable.

All packages marked rejected at our facility will be refunded less the rejection fee, which will be the cost of the original shipping method.

Note: Please allow up to 10 business days for your return or exchange to be processed.