Return & Exchange Policy

Criteria for Accepting Return/Exchange

It is very important for us to keep our customers happy! If you are not completely satisfied, please contact us within 3 days of receiving your order. We will handle the return/refund request on a case by case basis. Shipping and return shipping is buyer’s responsibility.

You may return the product within 7 days of receiving the product if it is in good condition (no trace of use, no damage, and returned in the original package), only if we have agreed that the product is returnable. Please make sure that the item for returning is in a condition that it can be sold again and that the original package is intact.

We cannot replace your lenses if you do not like the colour or the parameters you have ordered that are not suitable for your eyes. When ordering from our online store, you are confirming that you have consulted your Eye Care Specialist.

• Inspection will be carried out to ensure all item(s) are in their original condition before any confirmation on your return.
• It will usually takes 3 to 7 working days to process your request before we could confirm, process and ship out the replacement / exchanged item(s) to you.
• For unsuccessful return that do not meet our policy, the item(s) will be returned to you at your own cost.
•Please do not send your purchase back to the manufacturer.
• Strictly no exchange after 14-days upon receiving your parcel. Or any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

• If you haven’t received a refund yet, first check your bank account again.
•Then contact your credit card company, it may take some time before your refund is officially posted.
•Next contact your bank. There is often some processing time before a refund is posted.
•If you’ve done all of this and you still have not received your refund yet, please contact us at sales@popularlens.com.
•Sale items. Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at sales@popularlens.com for questions related to refunds and returns.