Return & Exchange

Return & Exchange Policy

We value our customers and strive to provide excellent service and product quality. If you encounter an issue with your order, please review the following policies carefully:

1. Wrong Product Sent / Damaged on Arrival

Action: Exchange (no extra charges).

• Email us with your order number and a clear photo of the product.
• You may keep the incorrect item; we’ll send the correct one.

If you prefer a refund, we can issue store credit equal to the product value (shipping excluded).

2. Defective Products

Action: Exchange.

Definition of defects: Torn, broken, expired, or deformed lenses inside a sealed bottle/vial.

• Customer must send a clear photo of the defect as proof.
• Replacement is void if the product shows any signs of use.
• Additional postage fees may apply in some cases.

3. Missing Items

Action: Exchange (no extra charges).

• Email us with your order number. We will re-send the missing item(s).

4. Cancellation Policy

• Before shipping: 10% administration fee applies.
• After shipping: 30% administration fee applies; shipping costs are non-refundable. Refund is processed after the product is returned.
• If parcels are returned due to incorrect address, unclaimed delivery, or refusal, a 30% administration fee applies + shipping cost deduction.

5. Not As Expected / Doesn’t Fit

Action: Return.

Charges: 30% restocking fee. Shipping (to and from) is borne by the customer.

• Items must be unopened, unused, and in sealed condition.
• Return shipping must be registered (with tracking number).
• Refund will be processed within 2–3 business days after inspection.

6. Orders Delayed in Transit

Action: Exchange or refund (if item is out of stock).

Eligibility: EMS orders delayed >45 business days, or Registered Airmail delayed >90 business days.

7. Taxes & Import Duties

Import duties, VAT, or local taxes may apply depending on your country’s regulations. These charges are the customer’s responsibility and are collected by your local customs office. Softlens Queen is not liable for any additional fees imposed by customs.

8. Express Shipping (EMS / DHL)

• Express shipping is faster but may still be subject to customs clearance delays.
• Tracking numbers will be provided once your order is shipped.
• We are not responsible for delays caused by customs inspections, holidays, or natural disruptions.
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Important Notes