Refund policy

Refund & Returns Policy

Last updated: October 27, 2026. A plain-language summary is available in our Customer Guide. By completing checkout, you confirm that you have read and agree to this policy.

1. Final Sale

Contact lenses are a hygiene-sensitive medical product. All sales are final. Once an order has been dispatched, it cannot be returned, exchanged or refunded, except as described in Section 4 (replacement for our errors, and a product-price refund only for Axis-Lock lenses that keep rotating). We do not accept returned items, and parcels sent back without our written approval will not be accepted.

2. Cancellations Before Dispatch

Orders are dispatched every Monday, Wednesday and Friday at 9:00 AM (Korea Standard Time), except on Korean public holidays.

  • To cancel, go to My Account → Orders and choose Request cancellation, or email info@ishalens.com with your order number before the cutoff.
  • We review requests before the next dispatch. Approved cancellations are refunded in full to the original payment method. Your bank or card issuer may take a few business days to show the refund.
  • Once an order has been dispatched, it cannot be cancelled or changed, even if the tracking information has not updated yet.

3. Your Responsibility Before Checkout

You are responsible for checking the product, color, power (prescription), quantity and shipping address before you complete checkout. Pack contents:

  • 1Month lenses are sold as a pair: 1 pair = 2 lenses, one for each eye.
  • 1Day lenses: 1 pack = 10 lenses.

We cannot refund, replace or exchange an order because of a selection error, a misunderstanding about pack quantity, or an incorrect or incomplete address.

4. Wrong, Missing, Defective or Damaged Items

If we sent the wrong item, an item is missing, or an item arrived defective or damaged in transit, email info@ishalens.com within 7 days of delivery with your order number and the following:

  • Wrong item: a photo of every item received, with the labels clearly visible.
  • Missing item: an unboxing video that shows the sealed envelope being opened from the very start, with all of its contents. Without an unboxing video, we may be unable to resolve claims for missing items.
  • Defective lens: a photo of the lot number on the box or vial, a clear photo or video of the defect, and a photo of the lens cut in half so it cannot be worn. Please keep the lens and packaging until the case is closed.
  • Damaged in transit: photos or a video of the outer package, the box and the vials, as received.

Once we have confirmed the issue, we will send a free replacement of the correct item, in the same power. Replacement is our remedy for these cases. Refunds are not issued, and you do not need to return the item. Claims made more than 7 days after delivery, or without the required photos or video, cannot be accepted.

Axis-Lock lenses that keep rotating: Axis-Lock (weighted) lenses can take a few wears to settle. If the lens still rotates after you have worn it 2–3 times, email us within 7 days of delivery with a short video of the lens on your eye showing the rotation. Once we have confirmed it, we will refund the full product price of that lens to the original payment method. Shipping fees are not refunded. This is the only case in which a shipped item is refunded.

If you feel more than mild discomfort, take the lenses out right away and see an eye care professional.

5. Cases Not Eligible for Refund, Replacement or Exchange

  • Color, look or size differs from what you expected. Appearance varies with natural eye color, lighting and screens.
  • The lens moves or does not center on the iris (for Axis-Lock lenses that keep rotating, see Section 4).
  • Missing-item claims without an unboxing video.
  • Mild dryness or discomfort, or slight blurriness.
  • Change of mind or personal preference.
  • Wrong power, color or quantity selected at checkout, or the pack quantity was misunderstood.
  • Lenses torn, frozen or damaged through handling, storage or use.
  • Delays caused by customs, inspections, carriers or local holidays.
  • Customs duties, taxes, and local postal or customs fees (see Section 7).
  • Parcels confirmed as delivered by the carrier (see Section 6).

6. Lost, Returned or Undelivered Parcels

  • Tracking not moving: contact us if the tracking has not changed for 15 business days, or if the parcel has not arrived within 30 business days of dispatch. We will open an official trace with the carrier. If the carrier confirms the parcel is lost, we will reship the same items once, free of charge. Lost parcels are reshipped, not refunded. Carrier investigations may take several weeks.
  • Marked as delivered: once the carrier confirms delivery, the order is complete. We will help you contact the carrier, but we cannot refund or replace delivered orders.
  • Returned to sender for recipient-related reasons: this includes an incorrect or incomplete address, an absent recipient, refusal, a missed pickup, unpaid duties or fees, or failure to respond to the local carrier. These orders are not refunded. If the parcel comes back to us, it can be reshipped for USD 9.95 by Standard Shipping, or at the Express rate.
  • Refused, confiscated or destroyed by customs: no refund or reshipment is possible.

7. Customs Duties, Taxes and Local Fees

Import duties, VAT or GST, customs clearance or handling fees, and fees charged by the destination country’s postal service at delivery (for example, customs presentation or delivery fees) are the sole responsibility of the recipient. They are not included in our product prices or shipping fees. I-SHA does not charge or receive these fees and cannot refund them. For US orders, applicable tariffs are collected at checkout. Some countries regulate contact lenses as medical devices, and it is your responsibility to make sure your order complies with local import rules.

8. European Union: Right of Withdrawal

For orders delivered to the European Union, the statutory 14-day right of withdrawal does not apply to sealed goods that are unsuitable for return for health or hygiene reasons once unsealed, which includes contact lenses. Unopened orders may be withdrawn within 14 days of receipt by contacting us first. In that case, the customer pays the return shipping and any duties, and the items must arrive sealed and undamaged.

9. Payment Disputes and Fair Use

If something goes wrong, please contact us first. We resolve most cases within a few days. If a payment dispute or chargeback is opened, we will provide the payment provider with the order record, tracking history and the policy acknowledgment given at checkout. We may decline future orders from accounts involved in abusive behavior, repeated unsupported claims, or disputes opened contrary to this policy.

10. Contact

Email info@ishalens.com with your order number. We reply within 1–2 business days (Monday–Friday, Korea time).
I-SHA Global, 301–305, 17 Imok-ro, Jangan-gu, Suwon-si, Gyeonggi-do 16342, Republic of Korea.