Return and exchange policy

<Our Responsibility>

Upon receipt of the goods, please check the curvature, design, color, and prescription of the items before opening. If we sent the wrong product or if there is a quality issue with the product, please contact us within 14 days of receiving the goods (based on the shipment tracking data), providing the order number and photos of the received items. Ensure that the contact lens packaging is intact (no returns or exchanges for opened or damaged items). You can send the goods back to our company, and after our confirmation, we will process the return or exchange.

 

Email: truelightlens@gmail.com

WhatsApp: (+852) 52404795

Address: Flat E, 8/F, Effort Industrial Building, Kwai Chung, N.T., Hong Kong

 

<Not Our Responsibility>

Please ensure you choose the correct curvature, prescription, color, and design before placing an order. We will not accept returns or exchanges due to personal factors (including incorrect curvature/prescription, subsequent prescription changes, unavailability to receive deliveries, or subjective dissatisfaction like size mismatches, packaging changes, or the need for a longer expiry date due to infrequent use). Customers are responsible for checking the order details carefully before submitting as items are specially ordered from overseas suppliers or Hong Kong agents, and once placed, orders cannot be canceled. We will send notifications and product photos before shipping. If you notice any discrepancies before the shipment, we can exchange the product; however, once confirmed products are shipped, no returns or exchanges are accepted.

 

<Contact Lens Quality>

We always adhere to strict quality management, selling only genuine products in their original packaging, so quality issues are usually non-existent.

 

If you notice impurities, cracks, or other issues with the contact lenses, immediately stop wearing them and keep the packaging and lens. We only accept return or exchange requests for lens quality issues (including but not limited to cracks, impurities, significant color differences, excluding subjective opinions like discomfort). Retain the problematic product and its packaging (including opened packaging) and provide photos for our follow-up. Problematic items must be returned within 14 days of opening for further action.

 

Return & Exchange Guidelines:

1. Returned products must be unused. Items cannot be returned or exchanged once opened.

2. Damage or stains caused by human error or personal subjective reasons will not be accepted for returns or exchanges.

3. Contact us within 14 days of receiving the goods (based on the shipment tracking data) for returns. No returns will be accepted afterwards.

4. Each order is only eligible for one return/exchange arrangement. Unreasonable demands will not be entertained.

5. If the return/exchange is confirmed and it's our fault, we will bear the courier fees. Otherwise, customers bear the round-trip courier fees.

6. No refunds in any form are accepted for products once sold (except for out-of-stock items for over 3 weeks).

7. In case of any disputes, Truelight Lens reserves the final decision right.