Refund policy

Return & Refund Policy

Last updated: 16/02/2026

At ITRI, customer satisfaction and product safety are important to us. Due to the nature of contact lenses and strict hygiene standards, please review our Return & Refund Policy carefully before placing an order.

1. All Sales Are Final (Hygiene Policy)

For health and safety reasons, contact lenses cannot be returned, exchanged, or refunded once opened or used.

This policy helps protect our customers from contamination and complies with hygiene regulations.

2. Eligible Returns & Refunds

We only accept returns or issue refunds in the following cases:

You received the wrong item
The product arrived damaged or defective
The product is expired upon arrival

To be eligible:

The item must be unused, unopened, and in its original packaging
You must contact us within 7 days of receiving your order
Clear photos or videos must be provided as proof

3. Non-Returnable Items

The following items are non-returnable:

Opened or used contact lenses
Products damaged due to misuse or improper handling
Sale or promotional items (unless defective)

4. How to Request a Return or Refund

To request a return or refund, please fill the informations resuired on the contact page

Include:

Your order number
A brief description of the issue
Clear photos of the product and packaging

Requests submitted after 7 days of delivery may not be accepted.

5. Refunds (If Approved)

Approved refunds will be processed back to the original payment method.
Refunds may take 5-7 business days to appear, depending on your payment provider.
Original shipping fees are non-refundable, unless required by law.

6. Replacements

If eligible, we may offer:

A replacement item, or
A store credit, at our discretion

7. Refused or Undeliverable Packages

Orders returned due to incorrect address, refusal, or unpaid customs fees are not eligible for a refund.
Additional shipping fees may apply if you request reshipment.

8. Cancellations