At Visflex, your comfort and eye health are at the heart of everything we do. To maintain the highest standards of safety and quality, we accept returns or exchanges only for lenses confirmed to have a factory defect.
Please note: We are unable to accept returns or offer replacements if you are unsatisfied with the color, or if the chosen parameters (such as prescription, diameter, or base curve) are unsuitable for your eyes. By placing an order on our website, you acknowledge that you have consulted an Eye Care Professional and selected the correct specifications.
Eligibility for Exchange
- Only lenses verified as factory defective are eligible for exchange.
- Lenses may be exchanged exclusively for the same model, color, and prescription as originally ordered.
- Defective lenses must be returned before an exchange can be processed.
If you receive a defective lens
- Contact Us First
Notify the Visflex Customer Care Team through phone or official social media channels to report any defect. - Prepare Your Return
- Return all original packaging components, including the box, blister/vial, labels, and any accessories or kits included with your shipment.
- If the blister/vial has been opened, place the lenses in a lens case with fresh contact lens solution and include the original box and opened blister/vial.
- Return Timeline
- Defective products must be shipped back within seven (7) business days from the date you first contacted our Customer Care Team to report the issue.
Important: Failure to follow these steps will result in your return being rejected, and no replacement or refund will be issued.
Product Evaluation
All returned lenses will undergo a detailed inspection by the manufacturer. Each lens is examined for protein deposits and other signs of use or damage. Lenses showing scratches, tears, or evidence of wear unrelated to a manufacturing defect will not be eligible for replacement.
Before Wearing
We strongly encourage you to inspect your lenses thoroughly prior to first use. Always follow the cleaning, care, and handling instructions provided on our website to ensure optimal safety and comfort.
Return Shipping
Shipping costs for returning defective lenses are the responsibility of the customer.
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