Returns & Refund Policy

Effective Date: June 18, 2026
Company: ContactLens Direct LLC
Website: ContactLensDirect.com
Contact: support@contactlensdirect.com

We want you to receive the correct contact lenses in good condition. This Returns & Refund Policy explains when products may be returned, exchanged, or refunded. Because contact lenses are regulated medical devices, returns are subject to safety, prescription, and product integrity requirements.

1. Return Window

Eligible unopened products may be returned within 30 days from the delivery date, unless a different return window is stated at the time of purchase or required by law.

2. Eligible Returns

A product may be eligible for return if:

The boxes are unopened, unused, unmarked, and in original condition
The product packaging is intact and not damaged, written on, taped, altered, or defaced
The product has not expired and is not close to expiration
The product was purchased from ContactLensDirect.com
The return request is made within the return window
You obtain return authorization from us before sending the product back

3. Non-Returnable Products

The following items are generally not returnable:

Opened contact lens boxes
Used contact lenses
Damaged, altered, or marked packaging
Products not purchased from ContactLensDirect.com
Expired products
Products returned without authorization
Products damaged after delivery due to customer handling or storage
Products that cannot be resold safely or lawfully

4. Wrong Product Received

If we shipped the wrong product, prescription parameter, quantity, or brand, contact us promptly at support@contactlensdirect.com. Please include your order number and photos of the product received. If the issue is confirmed, we will provide instructions for replacement, return, or refund.

5. Damaged or Defective Products

If you believe a product is damaged or defective, stop using it and contact us promptly. Please keep the product, box, blister packs, lot number, and packaging. We may request photos or additional information. Depending on the issue, we may provide a replacement, refund, or manufacturer review process.

6. Manufacturer Defects

Some product issues may require manufacturer review. We may ask for product packaging, lot numbers, photos, and a description of the issue. A manufacturer defect review does not guarantee a refund or replacement, but we will help review eligible concerns.

7. Prescription Changes

If your prescription changes after purchase, unopened and eligible boxes may qualify for return within the return window. Opened boxes are not returnable unless defective or incorrectly supplied.

8. How to Request a Return

Email support@contactlensdirect.com with your order number.
Tell us the product you want to return and the reason for return.
Wait for return authorization and shipping instructions.
Pack products securely in their original condition.
Ship the return using the instructions provided.

Do not send products back without return authorization. Unauthorized returns may be refused or may delay processing.

9. Return Shipping Costs

Unless the return is due to our error or a confirmed defect, customers may be responsible for return shipping costs. Original shipping charges may not be refundable unless required by law or unless the issue was caused by our error.

10. Inspection of Returned Products

Returned products must pass inspection before a refund is approved. We may reject a return if products are opened, used, damaged, expired, altered, missing, or not in returnable condition.

11. Refund Processing

After we receive and inspect an approved return, we will notify you whether the refund is approved. Approved refunds are generally issued to the original payment method. Bank and payment processor timelines may vary, and it may take additional time for the refund to appear on your statement.

12. Exchanges

Because contact lenses are prescription medical devices, exchanges are subject to prescription verification, product availability, and product condition. We may process an exchange as a return and new order.

13. Order Cancellations

If you need to cancel an order, contact us as soon as possible. We cannot guarantee cancellation after prescription verification, processing, packing, or shipment has started. If the order has already shipped, the return policy will apply.

14. Refused Deliveries

If you refuse delivery or fail to accept a package without prior approval, shipping charges may not be refundable, and additional return or reshipment costs may apply.

15. Chargebacks

If you have a problem with an order, please contact us first. We will make reasonable efforts to resolve valid issues. Improper chargebacks for delivered, correct, and non-returnable products may result in account restrictions or collection of amounts owed, to the extent permitted by law.