Return & Refund Policy

If you are unsatisfied with your purchase, please contact us within 60 days of receiving your item to request a return or exchange. Requests made after 60 days will not be accepted.
To start the process, please reach out to us first via email at hello@custom-lenses.com.

Return & Exchange Conditions
Items returned without prior authorization will not be accepted.

  • Returns must be made within 60 days of receiving the item.
  • All returned items must be in the same condition as received - unused, with original tags, and in their original packaging. A receipt or proof of purchase is also required.
  • When returning or exchanging items, customers must use a shipping method that provides tracking information.

Non-returnable Items

  • Customized products cannot be returned or exchanged.
  • Damage or loss caused by customers is non-refundable.

General Return Process

  • Start your return: Kindly contact us at hello@custom-lenses.com, including clear photos or videos of the item along with your order number. Our support team will evaluate your return request and respond within 3 business days.
  • Send the item back: Upon approval, we will provide the return shipping address and instructions on how to send your package.
    Important: Unauthorized returns won't be accepted. We advise using a trackable shipping service with delivery confirmation to protect your return, as we cannot assume responsibility for lost packages.
  • Refund or exchange: After receiving and inspecting the returned item within 3-5 business days, we will proceed with either a replacement or a refund based on your preference.

Return Charges

  • Returns Due to Our Error (e.g., incorrect item received or product quality issues): We will provide a full refund, including the return shipping cost.
  • Returns Due to Buyer's Preference (e.g., item no longer wanted, wrong size/product ordered): The buyer is responsible for the return shipping cost.
  • Restocking Fees: No restocking fees will be applied to any returns.

Refunds
After we receive and inspect your returned item, we will inform you whether your refund is approved. Approved refunds will be processed back to your original payment method within 2-3 business days.
If you haven't received the refund after 2-3 business days, please check with your bank or credit card company, as processing times may vary. If you still haven't received your refund, feel free to contact us at hello@custom-lenses.com.
Please note: Original shipping costs are non-refundable.

EU Right of Withdrawal
If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason (the "cooling-off period").
To exercise your right of withdrawal, you must notify us within 14 days of receiving your goods by using our Withdrawal Request or by sending a clear written statement to: hello@custom-lenses.com
Your withdrawal request must include:

  • Your full name
  • Order number or contract details
  • The item(s) you wish to return

Upon submission, you will receive an automatic email confirmation of your withdrawal request.

 

Exceptions to the Right of Withdrawal
The 14-day withdrawal right does not apply to:

  • Custom or personalized products — including prescription lenses made to your specific measurements or specifications
  • Sealed goods that have been opened and cannot be returned for hygiene reasons (e.g., contact lenses, lens care solutions)
  • Digital content where delivery has begun with your prior consent

Please consult our team if you are unsure whether your order qualifies for withdrawal.

 

If you have any questions regarding our Return & Refund Policy, please feel free to contact us:
Email: hello@custom-lenses.com
Telephone: +86 178-7104-2831
Working Hours: Mon - Fri: 9:00 AM - 6:00 PM (UTC+8)