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:

  • Damaged or expired products: If any items arrive in unusable condition, we’ll replace them right away. We need to be notified of this within 30 days or receiving your order.

  • Incorrect order received: If your order doesn’t match what you purchased, we’ll correct the mistake and send you the correct item.

  • Ordering mistake (e.g., incorrect prescription or product selection): In case you made a mistake placing the order with us and do not want it, we can issue a refund (less a 5% bank processing fee), provided the order has not yet shipped.

  • Shipping delays: If your order is not shipped within the expected processing time below, you may request a refund. Refunds for orders delivered within the stated delivery timeframe will have shipping fees deducted:

    • Single Vision (single power): up to 7 business days

    • Color lenses (except Acuvue 1 Day Define): up to 14 business days

    • Acuvue 1 Day Define: up to 7 business days

    • Astigmatism/Toric lenses: up to 14 business days

    • Multifocal/Presbyopia lenses: up to 14 business days

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:

  • Opened or damaged packaging: All products must be returned in their original, unopened, and sealed packaging.

  • Lenses with ample shelf life: All our lenses have at least 18 months before expiry, so these are not eligible.

  • Correctly shipped orders: Once an order has been shipped correctly as per your selection, it is no longer eligible for cancellation. However, if a product arrives damaged, defective, or not as described, we will replace it or issue a refund in accordance with this policy.

How to Request a Return or Exchange

If you’d like to request a refund or exchange:

  1. Please contact our customer service team via email at info@lens2me.com

  2. We will process your request once we receive and inspect the returned goods with 14 business days.

  3. All refunds and exchanges are subject to final review, and the company’s decision will be considered final.