Refund policy
Refund Policy
Due to the hygienic nature of contact lenses, returns are only accepted in limited cases as outlined below.
To initiate a return request, please contact us at info@ishalens.com within 7 days of receiving your order, and wait for approval before sending any items back.
Approved returns should be sent to the following address:
301~305, 17, Imok-ro, Jangan-gu, Suwon-si, Gyeonggi-do,
16342, Republic of Korea
Once your return is approved, we will provide detailed instructions on how to return the item.
Please note: returns sent without prior authorization will not be accepted.
For any questions regarding returns, feel free to contact us at info@ishalens.com
Refunds
Once we receive and inspect your returned item, we will notify you regarding the approval of your refund.
If approved, your refund will be issued to your original payment method within
7–14 business days.
Please note that your bank or credit card provider may take additional time to process the refund.
If more than 15 business days have passed since your refund was approved and you have not received your refund, please contact us at info@ishalens.com.
Non-Refundable Cases
Refunds are not available in the following cases:
• Lenses shifting or not aligning with the iris (may occur due to dryness or an improper lens fit)
• Minor discomfort or dryness
• Change of mind or personal preference
• Delays caused by customs clearance, inspections, or local postal services (as these are beyond our control and do not qualify for a refund or cancellation)
• Misunderstanding of product specifications, including quantity per pack (e.g., 1 lens per pack). Customers are responsible for reviewing product details before purchase.
• Lenses damaged due to improper handling or use
Refunds are also not available for orders returned due to recipient-related reasons,
including but not limited to recipient absence, refusal of delivery, failure to collect
within the pickup period, incorrect or incomplete address, unknown or unidentifiable
recipient, or unpaid taxes or customs duties.
In such cases, reshipment may be requested and will require a reshipment fee of USD 9.95.
Damaged or Incorrect Items
Please inspect your order upon delivery. If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery so we can assess the issue and arrange a suitable solution.
Exchanges
Once an item has been shipped, exchanges are not available.
If you wish to exchange a product after it has been shipped, please wait until you receive the item, then request a return (if eligible) within 7 days of delivery and place a new order.
European Union: 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you are entitled to cancel or return your order within 14 days of receipt, without providing a reason.
However, this right does not apply to sealed goods that are not suitable for return due to health or hygiene reasons once unsealed, including contact lenses.
Customs Duties and Taxes — Refunds
International shipments may be subject to import duties, taxes, and fees imposed by the destination country. These charges are the sole responsibility of the recipient and are not included in the product price or shipping fees.
Refunds, returns, or chargebacks requested solely because of customs duties, taxes, or related charges will not be accepted. If a customer refuses to pay customs charges and the package is returned or destroyed, we will not issue a refund for the order.
Please also note that customs regulations vary by country. In some regions, contact lenses may be classified as medical devices, and additional documentation or authorization may be required for import.
If a shipment is refused, blocked, confiscated, or returned by customs authorities due to local regulations, including medical device classification, the following conditions apply:
• If the parcel is returned to us, reshipment may be arranged with an additional shipping fee.
• If the parcel is destroyed, confiscated, or otherwise not returned by customs authorities, a refund will not be possible.
Customs clearance decisions are made solely by the destination country's authorities and are beyond our control. Therefore, delays caused by customs clearance or inspections do not qualify for a refund or cancellation. Customers are responsible for ensuring that the products they order comply with their local import regulations.
