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Mislens 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 & Refund Eligibility

We accept eligible return requests within 14 calendar days upon delivery, based on logistics tracking records.
To qualify for a refund or 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.

 

Items Not Eligible for Return & Refund

Due to hygiene standards, product attributes and order logistics rules, refund and return applications will be denied for the following products and scenarios:

1. Non-Returnable Products

  • Opened, worn lenses or lens packages with broken factory seals
  • Custom prescription contact lenses made to your individual eye parameters
  • Gift cards
  • Clearance, discounted and final sale items
Once the lens seal is broken, the product cannot be restocked or resold for hygiene reasons and will not be accepted for returns.

2. Personal Preference Complaints (No Manufacturing Defects)

Requests raised purely out of personal preference will not be approved if your delivered order matches your checkout selection:
  • Dissatisfaction with lens colour, pattern or appearance. Minor colour variations across production batches are normal and not classified as product faults.
  • Eye discomfort caused by incorrect lens prescription or parameters selected by yourself at checkout.

3. Other Ineligible Scenarios

  • Lenses scratched, damaged or altered by customers after delivery
  • Orders already dispatched from our Australian warehouse (no cancellations available once shipment is in progress)

 

Product Quality Defect Claims

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
  • Clear photos of the product
  • Clear photos of the packaging
After confirmation, Mislens will provide an appropriate solution, including replacement or refund according to the specific situation.
Please keep the lenses and original packaging until your issue has been completely resolved. Do not discard the product or packaging before receiving confirmation from our customer service team.


Step-by-Step Return Instructions

  1. Send an email to service@mislens.com to apply for return authorisation. Include your full name, order number and clear return reason in the email.
  2. Once your application is approved, we will reply with our dedicated return warehouse mailing address.
  3. Ship your return via a tracked, insured postal service for security.

 

Return Shipping Responsibility

  • Customers bear all shipping costs for return parcels.
  • Only the product item cost will be refunded upon approval. Original delivery fees charged at checkout are non-refundable, regardless of free-shipping promotions.
  • Mislens is not liable for loss or damage to parcels during return transit. We cannot process refunds if we never receive your returned goods or valid tracking proof.
  • The full return processing cycle normally takes 1–2 weeks from the date we receive your parcel. No administrative fees will be deducted from your refund.

 

Refund Processing Timeline

  1. Our warehouse will inspect all returned items once received. We will email you to notify receipt and inspection results.
  2. If your return passes inspection, we will initiate your refund within 2 business days, credited back to your original payment method.
  3. Funds arrival time varies by bank, card issuer or payment provider. Please allow 5–10 business days for the refund to appear, depending on your payment provider.
If you cannot locate your refund after the standard processing period:
  • First verify your bank transaction history for pending refunds.
  • If unresolved, reach our support team via service@mislens.com with your order number.

 

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.

 

Important Reminders

  1. Each order supports only one single after-sales service request.
  2. Please check your product information, lens color, and parameters carefully before opening the package. Due to hygiene reasons, opened contact lenses cannot be returned or exchanged.
  3. Minor visual or colour differences between production batches are normal and do not affect product safety or quality.
These rules are set to maintain strict hygiene, health and quality standards for all contact lens users. Thank you for your understanding.


Contact Information

Support Email: service@mislens.com
Phone: (+86)19128632572
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
Note: The dedicated return warehouse address will only be provided via email once your return application is approved. Do not send return parcels to this address.

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