Product Exchange Policy

Product Exchange Policy

Once the order is submitted, it means that the customer has carefully read, understood and agreed to all the terms of the website.

Please feel free to contact our customer service before purchasing if you have any questions. 

Before placing an order, customer should carefully check the order content (including but not limited to: contact information/delivery address/degree, style, color and quantity of the product). Once the order is submitted, it cannot be canceled, changed, split or combined. No cash refunds are available.

Your interest is protected by our “5-days guaranteed return policy”, we accept products sold by Eyezshop with not more than 5 days of receipt (based on the delivery record). Please contact us first and provide us with your Order Number. Indicate returned products and the reason for your return.

Pack the returned products along with receipt and our acknowledgement email securely in a box that we can expedite your request.

Send the returning items to the address that we provide in the mail. 

All return shipping fee must be prepaid. We cannot accept COD returns.

Please note that before providing a refund for any returned product we will first verify its condition. All Non-returnable items will neither receive refund nor return to you.

We regret that we do not refund original shipping and handling fees with the return. We can only refund the total value of products. And if your order was placed with a promotion code or free gift, you must return them together in order to have the refund. Otherwise, original price of the product will be deducted from the refund.

Non-returnable items

• Any product that is returned more than 5 days after received.
• Any product that has been opened or used (taken out of its plastic wrap or box).
• Any product that is not in its original condition, is damaged, or is missing parts.
• Any discount, clearance or sales product that Eyezshop has already stated non-returnable.
• Any free gift product and samples.
• Allergic reactions (not  suitable for the customer to use the product). If customers find sensitive with the products, it may be unsuitable for the customer to use the product. Eyezshop does not has any liability or bear any associated costs.
• Lost Order delivery note or receipt.
•  In the event of dispute, Eyezshop decision shall be final and conclusive.

Refund timeline: 3-4 weeks upon the item return to Eyezshop

Undeliverable orders: Occasionally orders are returned to us as incorrect address, a PO Box and hotel address, failed delivery attempts, refuse to pay tax/ refuse to provide ID copy/ unable to make import declarations or parcel refused by recipient.

When the delivery agent returns an undeliverable package to us, we will send you email you to rearrange the delivery via email. If there are no response within 6 days, we will state as an abandoned order, we issue a refund by deducting the original shipping fee, handling fee and 15% of the value of products as re-stocking fee. (For the return of undeliverable in HK,  handling fee of HK$30 will be deducted from your refund.)

We can re-ship orders that are returned to us as undeliverable or unclaimed. However, customers will be charged for resend shipping fee* per parcel.

*Re-shipping fee is base on the original shipping method used for your purchase.

 About products

Since the purchased goods are specially ordered from abroad/supplier, there is no refund/exchange after the order is confirmed. All orders are non-cancellable and unchangeable. No cash refunds are available under any circumstances (not including out of stock or quality issues).

Contact Lens After Sales Service

The expiry date of contact lens products is at least 12 months. If it is less than the expiration date, we will notify the customer before sending it out, otherwise there will be no refund or exchange.

We only accept return/exchange if the goods are in new condition, completely packaged, intact and will not affect the second sale.

Please ensure the purchased products are of correct color, style, basic curve, and power. We do not accept exchange of products due to personal reasons (change of power, wrongly purchase, want to change color, subjective understanding of product specifications, update of packaging, require longer expiry date etc). If customer really wants to exchange  the product, we may consider the case with discretion. However, we will charge HKD30 per 1 box as service charge and customer should bear the shipping fee. Eyezshop has the right to refuse exchange of products.

 

Eyezshop will send the products according to the placed order. You will receive a confirmation email after checking out. 

For refunding, refunds will only be refunded according to the payment method when the order was placed. For example, payment by credit card will directly return the payment to the credit card, and payment by PayMe will return the payment directly to PayMe, and cannot be refunded in cash.

Description of contact lens quality

After a large scale of user surveys and receiving the feedback from the contact lenses wearing consultant of the chain store, 99% of the contact lens damage is caused by not paying attention to the lens sticking to the edge of the contact lens container and screwing the cover when putting the contact lens into it causes the lens to be damaged. Or the contact lens is damaged by the nails of the wearers when they took it off.

Can I request for the refund after a rejected to receive the shipment?

If you rejected the parcel with any personal reasons like refusal to pay customs tax or duties, failure to provide requested documents, or other related issues, we will not arrange any  refund or reshipment.

If you rejected the parcel since the package is damaged during the transition, we will not arrange any refund or reshipment, since we have confirmed all the packages are packed properly before they are shipped. 

What should I do if the product of my order is classified as "Prohibited goods"? 

You should contact your local customs organization for the details of prohibited goods. We shall declare our shipments according to their actual content and value. We do not accept any requests about adjusting the declaration content and value of the products.

For any reasons, if the goods in the order are forfeited by the customs, we will not be responsible for any rearrange shipments or refunds of the order.

Do I require to bear the custom taxes for my orders?

When you please an order in our website, you are considered as the importer of the purchased products. You might be required to pay customs tax, import duties, goods and services tax (GST), valued-added tax (VAT), or any similar customs-related charges. Customs policies vary in different countries. We do not guarantee or judge any charges of the import is needed. For the information of the customs-related charges, please contact your local customs office directly.

You might also need to pay for other charges like administration or handling fee due to the import tariffs or custom clearance. You are required to bear the relevant cost upon recipient of the shipment.

You must bear all other tax fees charges by the Government, including but not limited to the tariff, import tax, value added tax, service tax, use tax or other related taxes. We do not guarantee or judge any charges of the import is needed. For the information of the customs-related charges, please contact your local customs office directly.

What can I do if the delivery is delayed due to some unexpected shipping problems?

In case of unexpected problems, such as customs clearance, delays from the shipping company, we will assist in picking up the parcels as soon as possible. Yet, we are not responsible for any loss or damage caused during transportation.

What if the customer fails to provide complete information and causing an extend of the delivery time?

If the customer needs to provide complete information, including but not limited to providing the power, confirmation of order, full name, ID number and other information, we will contact the customer as soon as possible. But if customer does not reply, which causes an extend of delivery time, failure of delivery, return to the sender or package destruction, etc. We are not responsible for the loss or damage caused in transit.

Disclaimer

• Eyezshop is not responsible for the quality of supplier free gifts and trial items, and does not provide replacement service.
• Eyezshop is not responsible for any responsibility for any errors or problems  caused by improper use of the product.
• Eyezshop reserves all right of the final decision on goods exchange or relevant matters.

We cannot guarantee the accuracy of the product descriptions, product images, pricing, promotions, availability, ingredients or other information or content on the Website. We reserve the right to correct any errors or inaccuracies on the Website, to change or update information or to cancel orders if any such information is inaccurate. Gopop HK Limited reserves the right to cancel any orders that are not in line with our Terms and Conditions