Return & Refund Policy

Our Commitment

At Mislens Australia, customer satisfaction and product safety are our top priorities. Due to the hygienic nature of contact lenses, certain restrictions apply to returns and exchanges. Please review our policy carefully before placing your order.

Return Eligibility

We accept returns for eligible items within 14 days of delivery.

To be eligible for a return:

• The item must be unopened, unused, and in its original sealed packaging
• The item must be in resalable condition
• Proof of purchase is required

Items returned without prior approval may not be accepted.

Non-Returnable Items

For health, hygiene, and safety reasons, we cannot accept returns or exchanges for:

• Opened contact lenses
• Used contact lenses
• Products with broken seals
• Prescription contact lenses made according to customer specifications
• Gift cards
• Clearance or final sale items

Once a contact lens package has been opened, it cannot be returned or resold.

Damaged, Defective, or Incorrect Items

If you receive a damaged product, defective product, wrong item, or missing items from your order, please contact us within 7 days of delivery.

To assist with your claim, please provide:

• Your order number
• Photos of the product
• Photos of the packaging (if applicable)

After review, we may offer a replacement product, store credit, or a full or partial refund depending on the circumstances.

Change of Mind

If you change your mind after receiving your order, returns may only be accepted if the product remains unopened and sealed, and the return request is submitted within 14 days of delivery.

Customers are responsible for return shipping costs unless the item is faulty or supplied incorrectly. Original shipping charges are non-refundable.

Refund Process

Once your return is received and inspected, we will notify you of the outcome. Approved refunds will be processed back to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your payment provider.

Exchanges

We only replace items if they are defective, damaged, or incorrectly supplied. For hygiene reasons, we cannot exchange opened contact lenses for a different colour, prescription, or style. Please carefully review your order details before checkout.

Order Cancellations

Orders may be cancelled before they are shipped. Once an order has been dispatched from our Australian warehouse, it can no longer be cancelled. If you need to make changes to your order, please contact us as soon as possible.

Contact Us

For return requests, damaged products, or refund enquiries, please contact our customer support team. Please include your order number and relevant details so we can assist you as quickly as possible.

We appreciate your understanding as these policies help us maintain the highest standards of hygiene, safety, and product quality.

Company Name: Changsha Zhiyu Medical Devices Co., Ltd.
Company Address: Room 1288, 1st Floor, Office Building 1288, Comprehensive Building 101, Changsha Zhongming Agricultural Technology Co., Ltd., Wangcheng Economic and Technical Development Zone, Changsha City
Email Address: service@mislens.com
Phone Number: (+86) 19128632572