Return & Refund Policy
At Mislens, we value every customer's shopping experience and are committed to providing high-quality colored contact lenses and reliable customer support. If you experience any issues with your order, please contact our customer service team before returning any products. Our team will review your request and provide assistance according to the conditions stated in this policy.
For any return or refund request, please contact us at service@mislens.com with your order details. Our customer service team will assist you as soon as possible.
Return & Refund Eligibility
Mislens accepts after-sale requests within 14 working days after you receive your package, based on the delivery information provided by the logistics carrier.
To be eligible for a return or refund, products must remain unopened, unused, and in their original packaging condition. Due to hygiene and safety requirements for contact lenses, we cannot accept returns for products that have been opened, worn, damaged, or modified in any way.
Customers must contact Mislens customer service before sending any return package. Returns sent without prior confirmation will not be accepted or processed.
Product Quality Issues
If you receive products with quality problems, including torn lenses, incomplete orders, damaged products, or other manufacturing defects, please contact us immediately within the after-sale period.
Please provide your order number and clear photos of the defective product and packaging so that our team can verify the issue.
After confirmation, Mislens will provide an appropriate solution, including replacement or refund according to the specific situation.
Please keep the lenses and original packaging until your issue has been completely resolved. Do not discard the product or packaging before receiving confirmation from our customer service team.
Items Not Eligible for Return or Refund
Return or refund requests cannot be accepted in the following situations:
1.The lenses have been opened, used, damaged, or altered by the customer.
2.The product color is different from your expectation. Slight color differences may occur between different production batches and are not considered a product quality issue.
3.You are dissatisfied with the color or appearance of the product after receiving it, while the product itself is correct.
4.The selected lens parameters are not suitable for your eyes due to incorrect selection during purchase.
5.The order has already been shipped and is currently in transit.
Return Shipping Responsibility
Customers are responsible for all return shipping costs.
For approved refunds, only the product cost will be refunded. Original shipping fees paid during purchase are non-refundable.
Refund Processing Time
After receiving your returned package, Mislens will inspect the product condition.
Once your return is approved, we will process your refund within 2 business days.
The refund will be issued to your original payment method. Depending on your bank, credit card company, or payment provider, the refund arrival time may vary.
If you have not received your refund after the expected processing period, please first check with your bank or payment provider. If the issue continues, please contact us at service@mislens.com.
Important Notes
Each order is eligible for only one after-sale service request.
Please check your product information, lens color, and parameters carefully before opening the package.
Due to hygiene reasons, opened contact lenses cannot be returned or exchanged.
Different packaging batches may have slight differences in lens appearance or color. This is a normal production variation and does not affect product quality.
Contact Information
Company Name: Changsha Zhiyu Medical Devices Co., Ltd.
Company Address: Room 1288, 1st Floor, Office Building 1288, Comprehensive Building 101, Changsha Zhongming Agricultural Technology Co., Ltd., Wangcheng Economic and Technical Development Zone, Changsha City
Email Address: service@mislens.com
Phone Number: (+86)19128632572