Last updated: September 15, 2026
We want you to be satisfied with your purchase. If you are not completely satisfied with your order, please contact us before returning any items. We will do our best to help resolve the issue.
1. Contact Us Before Returning an Item
Please do not send any products back without contacting us first.
Before making a return, please contact our customer service team through:
Email: tljlenses@gmail.com
WhatsApp: +44 7542 474215
Please provide your order number, a brief description of the reason for the return, and, if applicable, photos or videos showing the issue with the product.
We will provide you with the return instructions and return address if your return is approved.
2. Return Period
You may request a return within 30 days of receiving your order.
To be eligible for a return, the item must:
- Be unused and in its original condition.
- Be in the original packaging, where applicable.
- Include all original accessories, tags, and documentation.
- Not show signs of damage, wear, alteration, or misuse.
Items that do not meet these conditions may not be eligible for a refund.
3. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible.
Please send us your order number and clear photos or videos of the item and its packaging. We will review the issue and, where appropriate, offer a replacement, refund, or other suitable solution.
For damaged or incorrect items, please contact us before returning the product.
4. Change of Mind
If you simply change your mind about your purchase, you may request a return within 30 days of receiving the order, provided that the product is unused and meets our return requirements.
Unless the item is defective, damaged, or incorrectly supplied, return shipping costs may be the responsibility of the customer.
5. Non-Returnable Items
For hygiene and safety reasons, certain products may not be eligible for return once opened, used, or removed from their original sealed packaging.
This may include products such as:
- Opened contact lenses
- Used or opened eye-care products
- Products that cannot be resold for hygiene reasons
- Personalized or customized products
If you are unsure whether your item is eligible for return, please contact us before opening or using it.
6. Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be processed to your original payment method.
Please allow some additional time for your bank or payment provider to process and display the refund in your account.
Original shipping charges are generally non-refundable, unless the return is due to an error on our part or the product was defective or damaged.
7. Late or Missing Refunds
If you have not received your refund after it has been approved, please:
- Check your bank or payment account again.
- Contact your payment provider or bank.
- Contact us at tljlenses@gmail.com if the refund is still not showing.
We will be happy to help you check the status of your refund.
8. Return Shipping
Customers are responsible for return shipping costs for returns caused by a change of mind or other reasons unrelated to a product defect.
If the return is due to an incorrect, damaged, or defective item, please contact us before sending the product back. We will review the situation and provide appropriate instructions.
Do not return products to the sender address shown on your package unless we have specifically instructed you to do so.
9. Exchanges
If you would like to exchange an item, please contact us first.
Depending on the product and availability, we may offer an exchange or ask you to return the original item and place a new order.
10. Order Cancellation
If you wish to cancel your order, please contact us as soon as possible.
We will try to accommodate cancellation requests made before the order has been shipped. Once an order has been dispatched, it may no longer be possible to cancel it and you may need to follow the standard return procedure.
11. Contact Us
If you have any questions about our Refund and Returns Policy, please contact us:
Email: tljlenses@gmail.com
WhatsApp: +44 7542 474215
We recommend contacting us before sending any product back so that we can provide the correct return instructions.