Refund policy

Returns

We accept return requests within 14 days of delivery, subject to the conditions below.

Because contact lenses are regulated healthcare products, we follow strict health and hygiene standards. Please read the “Contact Lenses — Health & Hygiene” section carefully before requesting a return.

To start a return, contact us at support@iqueye.com with your order number and the reason for the request. If your return is approved, we will provide return instructions. Do not send items back without approval—unapproved returns will not be accepted.

Contact Lenses — Health & Hygiene (Important)

For health protection and hygiene reasons, contact lenses are generally not eligible for return or exchange once delivered, especially if the sealed packaging has been opened or the product has been handled.

A return may be accepted only if:

The contact lenses are unused and unopened, and
The original sealed packaging is intact (no unsealing, no tampering), and
The item is returned in original packaging with all included components.

We reserve the right to refuse a return if the product appears unsealed, used, altered, or otherwise not eligible due to hygiene and safety requirements.

Prescription Verification (U.S. Orders)

For customers in the United States, a valid contact lens prescription is required for all contact lens orders, including plano (0.00) lenses.
Orders are not fulfilled until prescription verification is completed.

If an order cannot be verified, we may cancel the order and issue a refund in accordance with this policy.

Damages, Defects, and Incorrect Items

Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us at support@iqueye.com within 7 days of delivery.

Please include:

Your order number
A description of the issue
Clear photos of the item and outer packaging

If we confirm the issue, we will offer an appropriate remedy, which may include a replacement or a refund, depending on the situation and product availability.

Order Cancellation / Modifications

If you need to cancel or modify your order, contact us within 24 hours of placing the order (include your order number and request details).
Once an order has entered processing or preparation for shipment, we may be unable to cancel or modify it.

Non-Returnable Items

The following items are not eligible for return or refund (except where required by applicable law):

Opened or unsealed contact lenses (health & hygiene)
Custom-made or made-to-order lenses (including toric or prescription-specific parameters)
Sale / clearance items
Gift cards

Exchanges

We do not offer direct exchanges. If your item is eligible for return, please request a return first. After approval and once the return is processed, you may place a new order for the replacement item.

Return Shipping

If a return is approved, we will provide instructions on where to send the return.
Return address/warehouse may vary by destination country/region. Our support team will confirm the correct return location after approval.

Return shipping costs:

If the return is due to our error (wrong item, defective, or damaged in transit), we will cover the return shipping or provide an equivalent solution.
If the return is for other approved reasons, return shipping may be the customer’s responsibility, unless otherwise stated.

Refunds

Once we receive and inspect your approved return (if applicable), we will notify you of the refund decision. If approved, refunds will be issued to your original payment method within 10 business days.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@iqueye.com