Standard Refund Policy
Refund & replacement are available only if the lens has a clear manufacturing defect.
Please examine thoroughly before opening the package.
You can examine the condition of the lens through the transparent outside of the package.
The definitions of manufacturing defects are as follows:
- The lens is torn or broken in the SEALED package before opening
- The lens is in odd shape in the SEALED package before opening
- Each lens has a different color tone.
In the below cases, refunds are NOT available.
1) The lens torn or broken after opening
- Upon the opening of the package, we cannot determine whether the defect was caused before or after the usage, and refund & replacement will never be viable.
- Most of the breaks after opening occur by careless usage such as scratching the lens by nails or making the lens dry.
- Please handle the lens with proper solution and tweezers when you open the product.
- If you doubt the lens is defective, please take a video of the process of opening the lens and send it to us. After checking the video, we can send you a replacement.
2) The personal feeling of irritation or discomfort.
- It is important to distinguish the inner / outer surface of the lens before wearing it
- Most discomfort feelings are caused by dust, so please try again after cleaning the lens with solution.
- Please make your eyes not dry when you use the lens.
If you have problems with our lens, please contact to firstname.lastname@example.org.
Please keep in mind a few things before asking us to refund your order.
- All shipping costs are NON-refundable once a parcel has been dispatched. You will get a refund on the price of the product when it is confirmed to be defective. The shipping cost is not included in the refund amount.
- You can ask for a refund only if the product is defective, or there is a clear fault in the manufacturing.
If the product is damaged due to your improper handling, we can’t refund your order. Always handle lenses with a proper applicator or tweezers and keep them in the proper case and solution.
If you find any defects on the product, take a photo and send the photo to us. The photo of the product has to be before opening. Also, please let us know the exact model name, purchase date, and LOT number of the product. (You can find LOT number on the blister pack and box.) Your refund will be processed after we check all this information.
You can get a refund of your order within 14 days from the date you received it.
Products purchased directly from Urban Layer Official Online shop can be refunded. If you want to get a refund for the product purchased from other stores or suppliers, please ask them. We will solve the problem with them.
In case your order is returned to us due to Customs or your change of mind, a refund will be made, excluding 4-5% PayPal charge and the shipping cost. Also, the returning shipping cost will be deducted from the refund amount. If you want us to send the returned product again, you have to pay the shipping cost again.If you have further inquiries about Refund Policy, feel free to contact us!