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Returns & Refund Policy

At eu.LensBazaar.com, we are committed to supplying genuine, factory-sealed contact lenses while complying with applicable health, hygiene, customs, and regulatory requirements.

Standard Return Policy

Due to the nature of contact lenses and applicable health and hygiene regulations, we do not accept returns, exchanges, or cancellations once an order has been dispatched, except in the circumstances described below.

Eligible Returns

We will gladly assist if:

1. Dead on Arrival (DOA)

The product arrives damaged, defective, or unusable.

2. Incorrect Order

You receive a product that differs from the item(s) ordered.

To report either issue, please contact our Customer Support Team within 7 days of delivery and provide:

• Your Order Number

• Photographs or video clearly showing the issue

• Any additional information requested by our support team

Once the claim is verified, we will, at our discretion:

• Issue a full refund to the original payment method, or

• Dispatch a replacement product at no additional cost.

Non-Returnable Items

For health, hygiene, and product safety reasons, we cannot accept returns or provide refunds for:

• Opened or used contact lenses.

• Products returned due to a change of mind.

• Incorrect product selection made by the customer.

• Prescription changes after an order has been placed.

• Products that have been improperly stored, handled, or damaged after delivery.

Customs, Regulatory or Government Returns

International shipments may occasionally be refused entry, returned, or redirected by customs authorities, border agencies, postal operators, or other regulatory bodies in the destination country for reasons beyond our control, including local import restrictions or documentation requirements.

Where goods are returned or forcibly returned to eu.lensbazaar.com by customs authorities, regulatory agencies, or the shipping carrier, the following terms shall apply:

• Refunds can only be processed after the returned shipment has been received back, inspected, and reconciled by our warehouse.

• We will assess the actual costs incurred in recovering the shipment, including but not limited to return freight, carrier handling charges, customs processing fees, storage charges, duties, taxes, regulatory fees, or any other charges imposed by the carrier or authorities.

• These actual return-related costs will be deducted from the amount eligible for refund.

• The remaining balance, if any, will be refunded to the original payment method.

• If the total return costs equal or exceed the value of the order, no refund may be payable.

As international return procedures involving customs and regulatory authorities can be lengthy, this process may take several weeks or longer depending on the country, carrier, and applicable authorities.

Customers must communicate exclusively through the eu.LensBazaar.com Customer Support Team during this process. Our team will coordinate with the shipping carrier and relevant authorities wherever reasonably possible and will keep customers informed of significant updates.

Important Notice

Customers are responsible for ensuring that contact lenses may be legally imported into their destination country before placing an order. eu.LensBazaar.com cannot be held responsible for delays, restrictions, seizures, or import refusals arising from local customs laws, medical device regulations, or import licensing requirements outside our control.

If you require assistance regarding a shipment, our Customer Support Team will be happy to assist throughout the process.