Refund policy
All contact lenses are ineligible for returns due to hygienic reasons.
Can the items be exchanged?
If we shipped you the incorrect prescription, we will exchange it at no charge for the correct prescription within 7 days from the date you receive your packages. Kindly provide pictures of all the wrong items you received, attached with order number and email to hey@heylens.co. You will need to return the incorrect products via our returns portal which we will pay the shipping for. Please note that all returned items must be unused and unopened with original labels attached.
If you incorrectly ordered the wrong prescription, we are not responsible for any incorrect info provided by the customer and refund/exchange cannot be done.
Contact lenses will not be inspected for returns if for the following reasons:
- Contacts slightly moving around or not following your iris
(This condition might be caused by dryness and/or contact size not fitting your eye.)
- Mild discomfort and dryness
- Change of mind
- Contacts ripped due to customer handling
What if you receive a defective item?
If you have clear symptoms in your eyes that is beyond mild irritation, please contact us within 14 days of receiving your package along with the following information:
1. a LOT number of the defective lenses
2. a picture that proves your symptoms
3. a photo with the defective lens cut in half (This process is to ensure your safety and prevent customers from using faulty contacts.)
You will need to return the defective items via our returns portal which we will pay the shipping for. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will receive a replacement or a refund. Please note that all refunds are processed in form of store credits that can only be used in heylens.co. Kindly note that reimbursement cannot be done if we are not provided with above required pictures.
Irritation in your eyes?
Irritation in your eyes when wearing contacts can be caused by various reasons, like the following:
- Contacts being contaminated
The accumulation of protein deposits and debris on your lens may cause the eyes to burn by reducing the oxygen permeability of your lenses. Rinsing your contacts with solution and even putting them to rest in solution for 24hrs, might solve this problem
- Your eyes are not in the optimal condition to wear contacts
Dry eyes can also cause eye-burns when contact lenses are worn. Please use eye drops before wearing contacts or give your eyes some time to recover to a normal state.
- You are sensitive to the contact lens solution
You may be allergic to preservatives or other ingredients in the lens solution. Please check with your eye doctor for further examination of your eye conditions.
- The contact solution might be contaminated
Please rinse your contact with fresh solution and keep your contacts in a cleansed lens case for at least 24hrs.
Please be aware that the safety of our customers is of utmost importance. If you do have any severe problems, please do not hesitate to contact us.
*Everyone has different eye conditions such as light transmissivity, reflectance, and iris colours. Hence please confirm your order details before checking out.