سياسة الإسترجاع و الإستبدال

Candylens.com — Policies

Return & Exchange Policy

Last updated: June 2026  ·  Questions? Contact us

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Defective Product Replacement

We stand behind the quality of every lens we ship. If your product arrives defective, we will replace it — no questions asked.

⏱ Time Limit You must report a defective product within 10 days of receiving your order. Day 1 begins on the day of delivery.

A product qualifies as defective only if the following conditions are observed while the bottle remains sealed:

  • Lens is torn or broken inside a sealed bottle
  • Lens is misshapen or deformed inside a sealed bottle
  • Lens has expired prior to delivery
📸 Photo Proof Required — No Exceptions A clear photo of the sealed, defective product is mandatory to process any replacement. Claims submitted without photo evidence cannot be processed.

All returned items are inspected upon receipt. Replacements are void if the product shows any sign of prior use. Our guarantee does not cover accidental damage or wear and tear caused after opening.

🚚 Replacement Shipping Replacement lenses are dispatched via Registered Air Mail or Global Mail.
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Returns & Exchanges (Change of Mind)

We accept returns and exchanges for unopened, re-sellable lenses. As a medical-grade product, contact lenses that have been opened cannot be returned for hygiene and safety reasons.

Conditions for a valid return or exchange:

  • Product is completely unopened and in its original sealed condition
  • Request is made within 7 days of delivery
  • Product passes our condition inspection upon return
  • Opened or unsealed lenses — not eligible for return
  • Lenses showing any sign of use — not eligible
  • Requests made after 7 days of delivery — not accepted
📦 Shipping Costs Return shipping to us and re-delivery back to you are both at the customer's expense. Please use a registered/tracked shipping method and wrap lenses in bubble wrap for protection. Provide us the tracking number once shipped.
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Order Cancellation

Please review your order carefully before completing checkout. Cancellation fees apply in all cases to cover payment processing and handling costs.

Situation Cancellation Fee What You Receive
Cancel before order is shipped 10% of order total Refund of remaining 90%
Cancel after order is shipped 30% of order total + shipping fee Refund after we receive returned package (tracked return required)
Note on shipped cancellations You must return the package with a tracking number before any refund is issued. Refunds are processed within 5–7 business days of receiving the return.
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Important: Standard Shipping & Address Accuracy

⚠️ Packages with incorrect addresses will be destroyed — not returned Standard Shipping is an economy service. If a package cannot be delivered due to an incorrect or incomplete address, it will be destroyed at the destination. It will NOT be returned to us, even if the tracking shows "return to sender."

In this case, we are unable to offer a refund or reship the order. If you still want the product, a new order must be placed with a corrected address.

Before you check out, please double-check:

  • Apartment or unit number is included
  • Postcode / ZIP code is correct
  • Recipient name matches the address label
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EU Customers — Right of Withdrawal

If you are located in the European Union, you have additional rights under EU consumer protection law (Directive 2011/83/EU and EU Directive 2023/2673).

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14-Day Cooling-Off Period

EU consumers have the right to withdraw from their online purchase within 14 days of receiving their order, without giving any reason.

How to exercise your withdrawal right:

  1. Email us at admin@candylens.com with your order number and a clear statement that you wish to withdraw.
  2. We will confirm receipt of your withdrawal request by email within 1 business day.
  3. Return the unopened product to us using a tracked postal method within 14 days of notifying us. Return shipping costs are borne by the customer.
  4. We will issue a full refund of the product price within 14 days of receiving the return.
⚠️ Important Hygiene Exemption
Under Article 16(e) of EU Directive 2011/83/EU, the right of withdrawal does not apply to goods that are sealed for health protection or hygiene reasons and have been unsealed after delivery. Colored contact lenses that have been opened or unsealed are therefore exempt from the withdrawal right. Only sealed, unopened lenses are eligible for withdrawal returns.
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