At Kazzue Vision Care, customer satisfaction is important to us. As contact lenses are medical devices and personal hygiene products, our Return & Refund Policy is designed to ensure the safety of all customers.

1. Change of Mind

We do not accept returns or offer refunds for change of mind, incorrect colour selection, or incorrect prescription selected by the customer after the order has been processed or shipped.

Please review your order carefully before completing your purchase.

2. Defective or Incorrect Items

If you receive:

  • A defective product,
  • A damaged product,
  • An incorrect item, or
  • An incorrect prescription supplied by us,

please contact us within 7 days of receiving your order.

To help us investigate, please provide:

  • Your order number
  • Clear photos or videos of the product
  • A description of the issue

If the claim is verified, we will offer an appropriate solution, which may include a replacement, store credit, or refund.

3. Opened Products

For hygiene and safety reasons, we cannot accept returns or exchanges for products that have been:

  • Opened
  • Worn
  • Used
  • Tampered with

unless the product is confirmed to be defective or supplied incorrectly.

4. Incorrect Orders

If you entered the wrong prescription, colour, quantity, or shipping address, please contact us immediately.

We will do our best to assist if your order has not yet been processed or shipped. Once an order has been shipped, changes can no longer be guaranteed.

5. Lost or Delayed Parcels

Delivery times are estimates only and may be affected by customs clearance, weather, local postal services, or other factors beyond our control.

If your parcel is delayed, lost, or marked as delivered but has not been received, please contact us. We will work with the shipping carrier to investigate and determine the most appropriate resolution.

Refunds or replacements for lost parcels will be assessed on a case-by-case basis based on the courier's investigation and shipping method selected.

6. Refund Method

Where a refund is approved, it will be issued using the original payment method whenever possible.

Please allow 5–14 business days for the refund to appear, depending on your payment provider or financial institution.

Shipping charges are generally non-refundable unless the return is due to our error or a defective product.

7. Order Cancellation

Orders may be cancelled before they have been processed or shipped.

Once an order has entered processing or has been dispatched, cancellation may no longer be possible.


Last Updated: July 14, 2026