RETURNS & EXCHANGE POLICY
Image and color may vary or slightly differ from product. LensVillage does not fully guarantee the color exact match with real lenses color.
All requests below must be made within 15 days after parcel received. LensVillage has the right to reject any request below made after the time frame.
Customer can request to cancel order if we have not proceed your order, which is normally within one working day. 100% of money payment will be refunded if your order has not been processed. If order has been packed and ready to ship, 20% of payment will be charged and the rest can be returned to customer. We are not able to cancel your order once it is dispatched by the courier. Refer to section Cancel/Exchange After Receiving Order if you wish to exchange or return item after receiving parcel.
Please email our customer support service immediately at firstname.lastname@example.org to request order changing or we are not able to change order for you if the parcel has been dispatched. No charges incurred if order has not been dispatched.
Return / Exchange Order After Receiving
If you wish to return or exchange lenses after receiving parcel, make sure the item is under new and unopened condition and send back to us upon your own cost. Return shipping address will be provided by our customer support team upon agreed. Shipping cost and 10% of the order value are not refundable. Kindly email us at email@example.com for exchange or return request before proceeding. Do note that brand items below are not refundable and exchange :
- ColourVue Sclera Lenses
LensVillage does not accept return or exchange request if item is opened or used.
Defective or Wrong Item Received
In the unlikely event that your goods are faulty or we sent you wrong item, please notify us the error by email to firstname.lastname@example.org.
Less item received : Please notify us the problem by including your order ID. At most cases this would happen due to the item purchased is out of stock and our staff has not managed to inform buyer. LensVillage will ask if the buyer want to have replacement lenses from other model or have money refund on out of stock item.
Wrong item received : Please include your order ID and product code/prescription that you received, or you may take a photo of the product and attach it along the email. We will check our record if we made mistake and resend the correct items to you at our own expenses. You will not need to send back the wrong items to us.
Goods damaged in transit : Please include your order ID , take a photo of the item and attach it along with the email to us. We will resend the same item to you at our expenses. Customer is not allowed to choose other lenses as replacement.
Faulty/Defective item : Please include your order ID , take a photo of the item and attach it along with the email to us. Kindly provide more information about the item you received. We will evaluate the matter and offer solution based on different circumstance.
Lenses cause discomfort : Please include your order ID and provide more information about the discomfort causing, we might require you to send back the item to us as this will help us or manufacturer investigate the matter. Solution is based on individual circumstance. At some cases we will not request customer to send back the item to us , however customer is required to cut the original lenses into half and send a photo of cut lenses to us via email.
All replacement lenses will be the same pair as purchased unless LensVillage agrees otherwise. We use Standard Registered Airmail to dispatch replacement order. Under certain circumstances if LensVillage agrees to send replacement lenses we may require customers to cut the original lenses into half before replacement lenses is sent.