Refund policy

Returns

We cannot accept returns on contact lenses, as they are sourced to your particular specifications (power, colour etc). Please ensure you are happy to make the purchase before you place your order. If there is a fault, we will of course arrange a replacement - see below.

What if I want to make a change?

Once the order has been processed by us, we cannot accept changes, as our system processes the order automatically. Please check your order carefully before placing it!

What if I need to update my address?

Please make sure your address is fully correct and complete before placing your order. If you make a mistake, email us at prismata.lenses@gmail.com right away and we might be able to update it before the courier collects the order. Once you receive a tracking link from the courier, we are unable to make further changes so you will need to arrange changes to delivery directly with the courier.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We recommend that you take a video of you unboxing the item, this helps us understand where damage or problems might have occurred.

If your item is defective, please send us a close up photograph and the video of you unboxing the item - we will send you a replacement.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. For hygeine reasons we cannot accept returns of opened contacts lenses under any circumstances.