Refund policy


Return Policy

At Lens BN, every piece is carefully curated to ensure quality, comfort, and elegance for your everyday wear.

Hygiene & Safety

Due to strict hygiene and safety standards, all contact lenses are final sale and are non-returnable and non-exchangeable once dispatched or opened.

This policy is in place to protect the safety, hygiene, and integrity of every customer.

Colour & Appearance

Please note that the appearance and colour of contact lenses may vary from person to person. The final result can be affected by factors such as your natural eye colour, eye pigmentation, lighting, makeup, skin tone, and individual eye characteristics.

Colours shown in our product photos, videos, social media, or on models are intended as a general representation only and may not appear exactly the same on every individual.

In particular, lighter or more vivid lens colours may appear differently depending on the natural colour of your eyes. A lens that appears brown, for example, may appear warmer, cooler, lighter, darker, or slightly different in tone depending on the wearer’s original eye colour.

We do not accept returns or exchanges due to colour preference, differences in colour appearance, or because the lens does not look as expected on the customer. Please consider your natural eye colour and the product information provided before purchasing.

Incorrect or Damaged Items

We sincerely apologise if you receive an incorrect, damaged, or defective item.

To ensure a quick and fair assessment:

 Pre-Opening Inspection: Please inspect your contact lenses through the clear plastic bottom of the unopened blister pack before peeling back the foil seal. Factory defects visible within an intact, unopened package qualify for an immediate replacement.

 Claims After Opening: Once a packaging seal is broken, any visible tears, rips, split edges, or chipped rims are classified as handling wear-and-tear (e.g., fingernail pinches, dry handling, or lens case friction). Visible physical damage reported after opening is strictly non-refundable and non-exchangeable.

 Microscopic / Unseen Defects: If a lens appears visually intact through the clear packaging but causes sharp, localized stinging or discomfort upon first wear (indicating a potential microscopic factory flaw), please contact us within 24 hours of opening. You must provide the LOT number from the product packaging for batch verification and retain the lens.

 Lens Comfort & Fit: Discomfort caused by improper fit, base curve incompatibility, inside-out insertion, dry eyes, or personal eye sensitivity does not qualify as a manufacturing defect.

Please contact us at Hello@lensbn.com within 48 hours of receiving your order (or within 24 hours for unseen defects noticed upon first wear), accompanied by clear photos or videos of the issue, the packaging, and the LOT number.

Order Accuracy

Please ensure that all prescription details, lens powers, designs, quantities, and other order selections are correct before completing your purchase.

Lens BN cannot be held responsible for:

  • Incorrect prescriptions or lens powers entered by the customer
  • Incorrect product, design, or quantity selected at checkout
  • Change of mind after purchase
  • Differences in colour or appearance based on the customer’s natural eye colour or individual characteristics
  • Products that have been opened, worn, used, or tampered with

Exchanges & Defective Item Replacements

Due to hygiene and safety requirements, we generally do not accept exchanges once contact lenses have been dispatched or opened.

However, if your claim for a defective or damaged item is approved:

  • Same-Code Exchange Only: Replacements are strictly provided as a 1-to-1 direct exchange for the exact same product code, colour, and power (PWR).
  • Substitutions for different colours, designs, or prescriptions are not permitted under defect claims.
  • If the exact item is out of stock, a store credit or refund for that specific item will be issued.

Refunds

Refunds are only considered for eligible cases, such as receiving an incorrect item or an approved defective item where a direct replacement is out of stock.

If your case is approved for a refund, we will confirm the details with you and process it through the original payment method where applicable.

Please note that change-of-mind requests, colour preferences, differences in appearance, or user handling damage are not eligible for a refund or exchange.

Contact Us

If you have any questions or concerns regarding your order or our return policy, please contact us at:

Hello@lensbn.com