Return & refund policy
Our Commitment to You
We’re dedicated to providing you with high-quality contact lenses and a smooth, worry-free shopping experience. To help you shop with confidence, please review our return and exchange policy below.
Eligibility for Refunds & Exchanges
You may request a refund or exchange if:
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Damaged or expired products: If any items arrive in unusable condition, we’ll replace them right away.
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Incorrect order received: If your order doesn’t match what you purchased, we’ll correct the mistake.
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Ordering mistake (e.g., incorrect prescription or product selection): We can issue a refund (less a 5% bank processing fee), provided the order has not yet shipped.
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Shipping delays: If your order isn’t shipped within the expected processing time below, you may request a refund:
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Single Vision (single power): up to 7 business days
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Color lenses (except Acuvue 1 Day Define): up to 14 business days
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Acuvue 1 Day Define: up to 7 business days
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Astigmatism/Toric lenses: up to 14 business days
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Multifocal/Presbyopia lenses: up to 14 business days
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Business days are Monday–Friday and exclude Hong Kong public holidays.
Non-Eligible for Refunds & Exchanges
Unfortunately, we cannot accept refund or exchange requests for:
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Opened or damaged packaging: All products must be returned in their original, unopened, and sealed packaging.
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Lenses with ample shelf life: All our lenses have at least 18 months before expiry, so these are not eligible.
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Correctly shipped orders: Once your order has been shipped correctly as per your selection, we cannot offer refunds.
How to Request a Return or Exchange
If you’d like to request a refund or exchange:
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Please contact our customer service team via email at info@lens2me.com
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We will process your request once we receive and inspect the returned goods.
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All refunds and exchanges are subject to final review, and the company’s decision will be considered final.