{"id":444,"date":"2026-08-13T01:14:54","date_gmt":"2026-08-13T01:14:54","guid":{"rendered":"http:\/\/34.21.152.138\/?page_id=444"},"modified":"2026-08-14T14:41:44","modified_gmt":"2026-08-14T14:41:44","slug":"refund-exchange-policy","status":"publish","type":"page","link":"https:\/\/lens.fit\/?page_id=444","title":{"rendered":"Refund &#038; Exchange Policy"},"content":{"rendered":"<p class=\"nova-updated\">Last updated 14 August 2026<\/p>\n<p>Contact lenses are a medical device supplied against a prescription, and once a box leaves our warehouse we cannot verify how it has been stored. That is the reason this policy is stricter than it would be for ordinary retail goods, and we would rather set that out plainly here than surprise you after you have ordered.<\/p>\n<h2>What we will always put right<\/h2>\n<p>If the fault is ours, you are covered, and you do not pay to send anything back. That means:<\/p>\n<ul>\n<li>the lenses that arrived are not the ones on your order &mdash; wrong brand, wrong power, wrong base curve, wrong quantity;<\/li>\n<li>the boxes arrived damaged, or the blisters inside are punctured, leaking or dry;<\/li>\n<li>the stock we sent is expired, or so close to expiry that you could not reasonably finish it;<\/li>\n<li>the order never arrived at all and the carrier confirms it as lost rather than delayed.<\/li>\n<\/ul>\n<p>Tell us within <strong>14 days<\/strong> of delivery and send a photo of the box, the batch and expiry printing, and the outer packaging if it was damaged in transit. We will replace the item or refund it, whichever you prefer.<\/p>\n<h2>What we cannot refund<\/h2>\n<p>Outside the situations above, we do not offer refunds or exchanges. Specifically:<\/p>\n<ul>\n<li><strong>Change of mind.<\/strong> Once an order has been placed we begin verifying and picking it, and we cannot return stock to sale.<\/li>\n<li><strong>Ordering the wrong thing.<\/strong> If the power, base curve, diameter or quantity you entered does not match your prescription, that is not something we can absorb. Please check the numbers on your box against the numbers on the order screen before paying &mdash; they are shown back to you at checkout for exactly this reason.<\/li>\n<li><strong>Opened boxes.<\/strong> A box whose seal is broken cannot be resold or returned to the manufacturer, so it cannot be refunded, even if the remaining blisters are untouched.<\/li>\n<li><strong>Comfort or suitability.<\/strong> If a lens does not suit your eye, that is a conversation for your optometrist. We cannot assess fit and we cannot take back stock on those grounds.<\/li>\n<li><strong>Delivery delays outside our control.<\/strong> See the <a href=\"\/?page_id=456\">Shipping Policy<\/a> for how we handle late parcels.<\/li>\n<\/ul>\n<h2>Cancelling an order<\/h2>\n<p>If you contact us before your order ships, we will cancel it and refund you in full. Once it has shipped we cannot recall it, so please get in touch as soon as you realise something is wrong rather than waiting for the parcel to arrive.<\/p>\n<h2>How a refund is paid<\/h2>\n<p>Refunds go back to the original payment method. We process them within three business days of agreeing the refund; how long the money then takes to appear is set by your bank or card issuer, not by us, and is commonly another five to ten days. We will email you when we have sent it.<\/p>\n<p>Where an order was part-refunded, any discount applied to the original order is recalculated across what you kept.<\/p>\n<h2>Starting a claim<\/h2>\n<p>Message us with your order number and, where relevant, the photos described above. Your order number is on your confirmation email and on the <a href=\"\/?page_id=44&#038;orders\">Orders page<\/a> of your account. Please wait to hear from us before posting anything back &mdash; parcels that arrive unannounced are difficult to match to an order and slow everything down.<\/p>\n<p><strong>Get in touch.<\/strong> Email <a href=\"mailto:support@lens.fit\">support@lens.fit<\/a>, or use the <a href=\"https:\/\/lens.fit\/?page_id=27\">contact form<\/a>. We answer Monday to Friday, 10:00&ndash;18:00 HKT, usually within one business day.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Last updated 14 August 2026 Contact lenses are a medical device supplied against a prescription, and once a box leaves our warehouse we cannot verify how it has been stored. That is the reason this policy is stricter than it would be for ordinary retail goods, and we would rather set that out plainly here [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-444","page","type-page","status-publish","hentry"],"blocksy_meta":[],"_links":{"self":[{"href":"https:\/\/lens.fit\/index.php?rest_route=\/wp\/v2\/pages\/444","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/lens.fit\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/lens.fit\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/lens.fit\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/lens.fit\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=444"}],"version-history":[{"count":2,"href":"https:\/\/lens.fit\/index.php?rest_route=\/wp\/v2\/pages\/444\/revisions"}],"predecessor-version":[{"id":461,"href":"https:\/\/lens.fit\/index.php?rest_route=\/wp\/v2\/pages\/444\/revisions\/461"}],"wp:attachment":[{"href":"https:\/\/lens.fit\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=444"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}