Return & Refund Policy
Dr.lens+, operated by DOCTOR K GLOBAL Co., Ltd. (the "Company"), is committed to customer satisfaction.
Please read this Return & Refund Policy carefully before placing your order.
Order Cancellation
Orders may be cancelled before they are dispatched. Once an order has been shipped, cancellation may no longer be possible and the order will be handled under our return procedure.
Change of Mind Returns
Requests for return or exchange based on change of mind must be submitted within 7 days of receiving the product. Change of mind returns may not be accepted in the following cases:
- The product has been opened or used
- The blister pack, outer box, or sealed packaging has been damaged
- The product has been damaged due to the customer's handling
- The product cannot be resold due to hygiene concerns
- Included items or free gifts are missing
Defective, Damaged, or Incorrect Products
If you receive a defective, damaged, or incorrect product, please contact us within 3 days of delivery with:
- Your order number
- Photos of the product
- Photos of the packaging
If the issue is confirmed as our responsibility, we will bear the return shipping and replacement costs.
Nature of Contact Lens Products
Contact lenses are hygiene- and safety-sensitive medical devices. Opened or used lenses cannot be returned or exchanged under any circumstances, except in cases of confirmed manufacturing defects.
Before wearing, please carefully check the product name, color, power (if applicable), quantity, replacement cycle, and packaging condition. If you suspect any defect, do not wear the product and contact us immediately.
Non-Returnable Situations
Returns or refunds may not be accepted if:
- The product has been damaged due to the customer's fault
- The product has been opened or used
- The customer did not verify product information before ordering
- The product cannot be resold due to hygiene reasons
- The return request is submitted after the eligible return period
- The product is returned without prior approval
Return Procedure
All returns and exchanges require prior approval. Please contact us first with your order number, name, contact details, and reason for return. Products returned without prior approval may be refused or delayed.
Return Shipping Fees
Return shipping fees for change-of-mind returns are the responsibility of the customer. For defective, damaged, or incorrect products, we will cover the return shipping and re-delivery costs.
Refund Processing Time
Once the returned product has been received and inspected, refunds are typically processed within 5 to 10 business days to the original payment method. Actual posting time may vary depending on the card issuer, bank, or payment provider.
Undeliverable, Refused, or Unclaimed Shipments
If a shipment is returned due to incorrect address, refusal to accept, prolonged absence, unreachable contact, or failure to complete customs clearance, round-trip shipping fees and related costs may be deducted from the refund.
Contact
For return and refund inquiries, please contact us at drlens.global@gmail.com.