Refund and Returns Policy
Last Updated: October 2025
At ContactLens.pk, customer satisfaction is our top priority. We strive to ensure that every order reaches you in perfect condition and matches your expectations.
This Refund and Returns Policy explains when and how customers can request a return, replacement, or refund for their purchased products.
1. Eligibility for Returns
To maintain hygiene and product safety, only certain items are eligible for return or replacement.
Please read the following carefully before requesting a return:
| Eligible for Return | Not Eligible for Return |
|---|---|
| Wrong item delivered | Opened or used lenses |
| Damaged or defective item received | Items without original packaging |
| Incorrect power or color shipped | Lens solutions or liquids once opened |
| Expired product delivered | Items purchased on sale or clearance |
Note: Contact lenses are delicate, hygienic medical items — once opened or handled, they cannot be accepted back for resale or reuse.
2. Return Request Process
If you receive a defective, wrong, or damaged product, please follow these steps:
- Contact our customer support within 48 hours of delivery.
- Provide order number, product name, and reason for return.
- Attach clear pictures of the product and packaging for verification.
- Our team will review your request and confirm the return process.
Once approved, we’ll guide you through the replacement or refund steps.
3. Refund Policy
Refunds are issued in the following cases:
- Product is out of stock after payment
- Wrong item or damaged item confirmed by our team
- Order cancelled before dispatch
Refund Methods
Refunds may be processed through:
| Payment Method Used | Refund Mode | Processing Time |
|---|---|---|
| Bank Transfer | Same Bank Account | 3–5 working days |
| Easypaisa / JazzCash | Same Wallet | 2–3 working days |
| Cash on Delivery | Bank / Wallet Refund | 3–5 working days |
Refunds will only be made after product verification and approval by our quality control team.
4. Order Cancellation
You can cancel your order before it is dispatched.
Once shipped, cancellations are not possible, but you may still contact our support team for assistance.
How to Cancel:
- Email or WhatsApp our support with your Order Number and Reason for Cancellation.
- If approved, your payment will be refunded as per our policy above.
5. Exchange Policy
If you received the wrong color, power, or brand, we’ll gladly exchange it (if unused and sealed).
Replacement shipping charges may apply in some cases.
We recommend checking your prescription details carefully before confirming your order to avoid mismatch issues.
6. Damaged or Missing Items
If your package arrives damaged or an item is missing:
- Report the issue within 24–48 hours of delivery.
- Keep the original packaging and product for inspection.
- Provide clear unboxing images or videos to verify the issue.
Once confirmed, we’ll send a replacement or refund according to the situation.
7. Important Conditions
Please note:
- Products must be unused, sealed, and in original packaging.
- Shipping fees are non-refundable unless the error is on our part.
- Any unauthorized returns will not be accepted.
- Refunds may take longer in case of courier delays or incomplete information.
8. Contact Us
For all return or refund-related inquiries, please reach out via the Contact Us page on our website.
Our support team is available during business hours to assist you promptly.