Terms & Conditions

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Ordering Signifies That You Have and And Agreed to The Rules Below

 

             
  1. Having read and agreed to our Shipping & Returns and Ordering Guide policies.
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  3. Due to different monitor settings, please keep in mind that the actual colours of the contact lenses may not match 100% with those on your screen.Everything that we sell is in stock, so you do not need to wait for backorders. However, if an item is incorrectly listed as in stock on our website and it happens to be actually out of stock, we will refund your payment as soon as we recognise this disparity.
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  5. Please check your emails regularly, we might send you an email if the product you have purchased is sold out.
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  7. Please make sure to input the correct shipping address. Customers will pay for the extra shipping cost incurred should an order be returned to us due to an input error on your part.
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  9. It is the customers responsibility to track the package regularly. Parcels will be returned to us if left in post office for more than 7-10 working days. (depending on country) 
  10. We cannot be held responsible for any health issues that arise. If you practice proper hygiene and take good care of your lenses, you should have no problems wearing them!
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  12. The material provided on this site is for informational purposes only. Have your eyes examined regularly and always follow your eye care professional's instructions for the proper use and care of your contact lenses. If you experience pain or discomfort from your contact lens, discontinue use immediately and consult your eye care professional.
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  14. All discounts and promotions are applied to future purchases only and cannot be applied to past purchases. Limit to one promotional offer or discount code per order.
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  16. No refunds/exchanges due to buyer's remorse or mistake (e.g. wrong colour, prescription or delivery address supplied)
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  18. Prescription lenses are for myopic correction only. We do not have lenses for hyperopia.
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  20. We will replace incorrect lenses. Defective lenses can be replaced, but they must either be mailed back to us or have a verification photo supplied, and be intact in the original sealed vial so we can submit feedback to our suppliers and have them give the replacement to us. We must receive notification of incorrect or defective items within 1 weeks of their receipt by the customer; we do not provide replacements past this timeframe. Customers may be required to pay for the additional postage charge depending on the situation.
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  22. We only accept USD; but if you have other currencies, our credit card processer will convert your local currency to USD.
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  24. We are not responsible if your country's customs charges you taxes and duties.
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  26. All items are checked to be in perfect condition when we despatch them. We are not liable or responsible for any losses or breakages during shipment.

Privacy

Softlens Queen will never ask for or come into contact with personal credit card or bank information, since we use a certified and secure 3rd party method of money transfer. Checkout at Softlens Queen is secured by GeoTrust SSL.  

 

Sites secured by GeoTrust SSL certificates are providing up to 256 bit encryption thereby offering the highest level of encryption and security possible.

This means you can rest assured that communications between your browser and this site's web servers are private and secure. Should it be necessary, and with your consent, we may require some pieces of information, such as address, name, or phone number, etc. to ensure the delivery of the order. Any information that is received will be kept private and confidential.

 

Softlens Queen is committed to keeping your personal information safe.  If you have any further questions, please contact us.

 

Cancellation Policy

If you wish to cancel your order after payment is made due to any reasons, kindly please inform us immediately. Worth to note that, not 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. Refund will be processed only after the product returns to us. 

If your parcel being returned due to (incorrect address given by customer, unclaimed parcels, recipient 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

 


Refund

 

  • Refund only can do if customer goods not available and the customer does not want to replace with other goods.
  • Refund does not apply if the customer does not like the color that have been bought.  
  • 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.
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.  These rules are subject to change any time without notification.

 

You are deemed to have agreed to the terms and conditions that apply after checkout on our website, make sure you have read all the terms written on our website. We do not serve the complaint or claim which is not in accordance with the provisions above.