Return & Exchange

We take great pride in our reputation for excellent customer service & customer satisfaction. We always ensure our customers are 100% satisfied with our service and product quality. If for any reason, you are dissatisfied with your purchase, we'll assist you promptly.

Softlens Exchange is only applicable during the 14 calendar days after the softlens reaches the destination. After 14 days, the warranty is not applicable. We will exchange for a new softlens if it's received in conditions: torn or defective.


Reasons for refund/exchange 

1. Wrong product sent / Damaged product

Applicable Action - Exchange

Charges - n/a

 Action to be taken - 

1. Email us the order number and the photo of the product.
2. You keep the product, and we will send you the product again.

 

WRONG PACKAGE

If there's a wrong package and you request a refund, we will give your money back (exclude shipping), and you can still keep your lenses, or you can buy a product by paying the difference from the product you received. For example, You received a wrong product with a value of USD 14.90. You choose to buy a new product with an amount of USD 19.80. So, you need to pay the difference, which is USD 5. Shipping cost not included.

 

2. Defective product

Applicable Action - Exchange

Charges - Additional fee for postage may applied

 Action to be taken - Email us your order number and the photo of the product for more information.

 

Goods received within 14 days are returnable or exchangeable if and only if the product defective. The first day of grace period starts from the day of the products arrived in the hand of customers. The definitions of defects are as follows:

  • Product was torn or broken in SEALED bottle
  • Product was in odd shape in SEALED bottle
  • Product was expired in SEALED bottle

In case of the product torn/broken/expired, customer must take a clear photo of the product as a proof in order to proceed with a replacement. Without a photo, there will be no replacement will be made. Returned defects products will be inspected thoroughly. Replacement/exchange policy is void if the products show any sign of used.  Our guarantee does not cover accidental damage or wear/tear of product cause by customer. 

Softlens Queen reserves the rights not to entertain any complaints file after 14 days of grace period. Other than product defection complaints will be handled as per case basis.

All replacement lens will be ship by Registered Air Mail or Global Mail only.

If countries not provide a delivery service with registered airmail, we will replace the defective lenses with store credit; store credit will be given based on product price and can be used for future purchases.

If you still want us to send a replacement lens, you will be charged an additional fee for postage.

 

3. Missing parts/items

Applicable Action - Exchange

Charges - n/a

 Action to be taken - Email us the order number, and we will re-send again.

 

4. CANCELLATION POLICY

If you wish to cancel your order after payment is made due to any reason, kindly please inform us immediately. Worth to note that not the full payment will be refunded; 10% administration fees of your amount purchased will be imposed. 

Once products are SHIPPED, and you wish to cancel your order, 30% administration fees will be imposed, and shipping is non-refundable items. The refund will be processed only after the product returns to us. 

If the packages is returned due to incorrect address was given by customer, unclaimed packages, recipient are not available during delivery), and a refund request is made, we will impose 30% administration fees of your total order value and deduct the shipping charges and refund you the remaining amount.

 

5. Not as expected/ Not fit

Applicable Action - Return

Charges - 10% restocking fee, exclude incurred postage & returned postage to be borne by the customer.

 Action to be taken - 

1. Email us the order number.
2. Returned item must be in original/unused/unopened/sealed condition.
3. We will provide you the return address.
4. Send with registered post.
5. The refund will be done in 2-3 working days after confirmed received.

 

We can do the exchange for the UNOPENED lenses only and products condition is still re-sellable upon inspection at our side. And also with conditions below:

  • Return shipping cost is borne by customers.
  • Resend shipping cost is also borne by customers.

For the return shipping, you can choose the cheapest shipping method but must "registered" it, so that we can obtain the tracking number. And kindly wrap the lens with bubble paper for protection.

 

6. Received late

Applicable Action - Exchange

Charges - n/a 

 Action to be taken - 

Applicable to product shipped and still not receives in more than 45 business days (EMS shipping) and more than 90 business days (registered airmail)

 

*For item under the exchange, replacement with other same value item or Refund only can be done if the identical item is out of stock.

*We advise you to email us to find out more about the product if you are unsure or do intensive research before ordering.

 ========================================================

TINGLING ON USE OR UNCOMFORTABLE IN USING AFTER THE PRODUCT IS OPENED

For this, please try to leave the softlens soaked with the solution for 1 day. Soak with the fitting softlens solution, because the solution can have a big effect in comfort. If it still doesn't feel fit, it will make a tingling sensation, a feeling that you are wearing and can really feel the softlens. If afterward, it's still the same, you can contact our Instagram @softlensqueen or email to sales@softlensqueen.com.

 

CONDITIONS FOR REFUNDS MONEY:

Refund only can do if customer goods not available, and the customer does not want to replace it with other goods.

The refund does not apply if the customer does not like the color that has been bought and used. (if still not used, see: section 5.0).

Refund does not apply if your package has been sent but has not arrived within the period of time that has been determined by the shipping service.

Refund does not apply if you buy contact lenses are not in accordance with your expectations and need a refund but have been used (if still not used, see: section 5.0).

Please note that we reserve the right to refuse a refund, exchange, or replacement of any products if we have reasons to believe the defective claim to be fraudulent or otherwise invalid.