How Are Order Cancellations and Refunds Handled for Contact Lens Orders?
If you're wondering how to manage cancellations and refunds for contact lens orders, we provide a straightforward process tailored to different scenarios. Here's what you need to know:
Overview of Cancellations and Refunds
When you cancel a contact lens order, a full refund will be issued to your original payment method unless otherwise specified.
Refunds are typically processed and posted by your bank within 1–3 business days after issuance.
You will receive a confirmation email with the details of the cancellation and refund.
General Cancellation Process
Request Order Cancellation: Customers can cancel an order before it is fulfilled.
Refund Confirmation: Once cancellation is processed, a refund is initiated, accompanied by an email confirmation.
Timeline
Refunds are visible in your account within 1–3 business days after processing, based on your financial institution's policies.
Specific Scenarios
Refunds for Partially Insurance-Paid Orders
If you used multiple payment methods to pay for your order, each portion of the refund will be returned to the same payment method used for that portion.
Prescription-Related Cancellations
If your order is canceled due to an invalid or missing prescription, you have two options:
Cancel your order: Request a full refund, which will be processed after the original transaction has settled. Refunds typically appear in your account within 1–3 business days, depending on your bank. A receipt will be sent to your email once the refund process is completed.
Hold the order: If you expect to have a valid prescription soon, ask to temporarily place your order on hold to preserve any promotions or discounts.- Mismatched or Incorrect Prescription: If you realize the prescription used doesn’t match your needs, you can:
Provide updated details to request order adjustments while retaining the original promotional pricing.
Cancel the order if adjustments aren't possible or your order cannot be updated as requested.- Lenses Not Specified in the Prescription: If the prescription doesn't specify contact lenses:
Alternatively, cancel your order and consult with your eye care provider to obtain the appropriate prescription before placing the order.
Refused or Undeliverable Packages
Orders Too Far Along to Modify or Cancel
If the order processing has advanced too far or the item has shipped, cancellation may no longer be possible.
After delivery, initiate a return for either an exchange (e.g., using the correct prescription) or a refund. Prepaid return labels will be provided upon return initiation.
For orders that are refused or undeliverable, the package is returned to our facility.
A refund is issued upon receiving and processing the returned package.
Returned Contact Lenses
To return unopened contact lenses, use the prepaid return label sent to your email.
Once the return is received, you can opt for either: - A refund issued to your original payment method if the order is eligible for it. - An exchange based on an updated prescription or a credit that you can use on a future order.
Frequently Asked Questions (FAQs)
Importance of Accurate Prescriptions
When placing an order, ensure you are using a valid contact lens prescription rather than an eyeglass prescription. Contact lens prescriptions include unique parameters for fit and vision correction. Consult your eye doctor to avoid potential issues with your order.
1. How do I know the refund has been processed?
You will receive a confirmation email once the refund is initiated.
2. Do all refunds take the same amount of time?
Refunds typically appear in your account within 1–3 business days, but the exact timing depends on your bank.
3. Can I choose an exchange instead of a refund?
Yes, exchanges are possible when returning unopened boxes of contact lenses.
By following these guidelines, we ensure that you experience a hassle-free refund or cancellation process no matter the situation.