VISIOLENS

Returns & Refund Policy

1. Your Consumer Rights

Under UK and EU Consumer Law, you have the right to:

  • 14-Day Cooling-Off Period: Cancel your order within 14 days of receipt
  • 30-Day Return Window: Return unopened products within 30 days
  • 2-Year Warranty: Products must be fit for purpose for 2 years

2. Return Eligibility

✅ Returnable Items

  • • Unopened contact lens packages in original sealed packaging
  • • Products received in error
  • • Defective or damaged products
  • • Items that do not match the description

❌ Non-Returnable Items

For health and safety reasons, we CANNOT accept returns of:

  • • Opened or used contact lenses
  • • Broken seals on packaging
  • • Items without original packaging
  • • Products past 30 days from delivery

Contact lenses are medical devices subject to strict hygiene regulations. Once opened, they cannot be resold for safety reasons.

3. How to Return Your Order

1

Contact Us

Email us at returns@visiolens.com or call +55 11 3456-7890 within 30 days of receiving your order. Include your order number and reason for return.

2

Receive Authorization

We'll send you a Return Authorization Number (RAN) and return instructions via email within 1-2 business days.

3

Pack Your Items

Securely pack the unopened product in its original packaging. Include your RAN and original invoice in the package.

4

Ship Your Return

Send the package to the address provided in the return instructions. We recommend using a tracked shipping service. You are responsible for return shipping costs unless the item is defective or we made an error.

4. Refund Process

Refund Timeline

  • • Inspection: 2-3 business days after we receive your return
  • • Approval: Email notification once refund is approved
  • • Processing: 5-7 business days to appear in your account

Refunds will be issued to the original payment method. If paid by card, funds will appear in your account within 5-7 business days depending on your bank.

5. Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately. We will:

  • • Provide a prepaid return label (no cost to you)
  • • Issue a full refund or send a replacement (your choice)
  • • Process your request within 24-48 hours

Important: Please inspect your order upon receipt and contact us within 7 days if you notice any defects or damage.

6. Exchanges

We currently do not offer direct exchanges. If you need a different product:

  1. Return the unwanted item following our return process
  2. Place a new order for the desired product
  3. Once we receive and approve your return, we'll process your refund

7. Shipping Costs

Customer Responsibility

You pay return shipping for change of mind, wrong prescription ordered, or other non-defect reasons.

We Pay

We cover return shipping for defective items, wrong items sent, or our error.

8. Cancellations

You may cancel your order free of charge:

  • • Before Dispatch: Contact us immediately for a full refund
  • • After Dispatch: You can still return the unopened product within 30 days

Orders typically ship within 1-2 business days. Once dispatched, you'll receive a tracking number.

9. International Returns

For orders outside the UK, the same policy applies. However, please note:

  • • You are responsible for return shipping costs and customs duties
  • • Returns may take longer to process (10-15 business days)
  • • We recommend insured and tracked shipping

10. Contact & Support

Need help with a return or refund? Our customer service team is here to assist:

Email: returns@visiolens.com

Phone: +55 11 3456-7890

Hours: Monday-Friday, 9am-6pm BRT

Average response time: Within 24 hours on business days

Last updated: January 17, 2026

This policy complies with UK Consumer Rights Act 2015 and EU Consumer Rights Directive 2011/83/EU.