Refund Policy

At Contact Lenses Store Kenya, we understand how important it is for you to be satisfied with your purchase. If you're not completely happy with your items, we're here to make it right. Please read our refund policy carefully to ensure you understand the process and guidelines.

Contact Information:

• Phone: +254 728 805 174
• Email: info@contactlenses.co.ke

1. General Refund Eligibility

Refunds are only available for products purchased through the official contactlenses.co.ke website. Items bought from third-party sites or unauthorized retailers are not eligible for a refund.

• To qualify for a refund, items must be unused, unworn, and still have all original packaging and tags intact.
• You are eligible for a refund if your item arrives damaged or defective. However, you must notify us within 14 days of receiving the item to qualify for a return.
• Please be sure to check the product upon delivery to ensure it's in the right condition.
• In the case of a faulty or incorrect item, a full refund will be processed, and we will cover return shipping costs.
• If you decide to return an item for any reason other than a defect or shipping error, return shipping will be your responsibility.
• If your return is approved, we will refund the cost of the item back to your original payment method.
• Please follow the instructions provided by our customer service team to ensure a smooth return process.
• The refund will be processed within 7 to 10 business days after we receive the item and verify the condition.
• Any refunded amount will exclude the shipping costs unless there is an issue with the product's condition.
• Ineligible items for refund include sale items, clearance products, and those marked as non-returnable.
• Once your refund is processed, you will receive a confirmation email.
• Our team is always available to assist you if you have any questions or concerns about your refund request.

2. Return Process and Requirements

3. To initiate a return, please contact us within 14 days of receiving your order. You can reach us via info@contactlenses.co.ke or +254 728 805 174.

• Once your return request is confirmed, we will send you instructions on how to send the item back to us.
• All returned items must be in their original packaging and in new, unworn condition.
• Any items returned with signs of use, wear, or damage beyond what is typical of opening the package will not qualify for a refund.
• Products should be shipped back to us using a trackable shipping service. We are not responsible for items lost during the return shipment.
• You will be required to provide your order number and any relevant photos, especially in the case of damaged or faulty goods.
• If your return is approved, we will notify you and process your refund promptly.
• Please note that shipping charges are non-refundable unless the return is due to our error.
• After we receive and inspect your return, we will send you an email notification regarding the status of your refund.

4. Defective or Damaged Items

If your item is defective or damaged when you receive it, please contact us immediately within 7 days of receiving the item.

• We will arrange for a full refund or replacement of the item at no additional cost to you.
• Please take clear photos of the damaged item and email them to info@contactlenses.co.ke along with a description of the issue.
• If the damage or defect is confirmed, we will cover return shipping costs for defective items.
• For damaged items, you must keep the original packaging as we may need to return it to our supplier for further analysis.
• Please do not attempt to repair the defective item on your own as it may affect the eligibility for a refund.
• We will process your refund within 7 to 10 business days of receiving the damaged or defective item.
• Refunds for defective or damaged items will be processed to the original payment method used for the purchase.

5. Refund Method

Refunds for returns will be processed to the original payment method used at the time of purchase.

• If you paid using M-Pesa, your refund will be credited back to the same M-Pesa account used for the transaction.
• For credit card or debit card payments, the refund will be credited back to the same card within 7 to 10 business days.
• If you used PayPal, the refund will be issued to your original PayPal account.
• Please note that any transaction fees paid (such as shipping) will not be refunded, unless there is a product issue.
• If a refund is unsuccessful due to payment issues (e.g., closed accounts), we will contact you to arrange an alternative method.
• Always ensure that your payment details are up to date to avoid any delays with refunds.

6. Refund for Sale Items

Items purchased on sale or as part of a clearance event are not eligible for a refund unless the item is defective or damaged.

• All sale or clearance items are marked with a specific notice informing customers that they are non-refundable.
• If a sale item is defective, we will offer an exchange or refund according to the same guidelines as for regular items.
• Sale items that have been worn or used will not qualify for a refund unless a manufacturing defect is identified.
• Please carefully check the sale item’s condition upon receipt and contact us within 7 days if there are any issues.
• We reserve the right to refuse a refund for items that are returned outside the 14-day return window or in a condition that does not meet our return criteria.

6. Exchanges and Non-Refundable Items

• Contact Lenses Store Kenya does not offer direct exchanges; however, you may return the unwanted item for a refund and place a new order.
• Any product that has been worn, washed, or altered in any way cannot be exchanged or refunded.
• Items such as used lenses, lenses without original packaging, and custom prescription are non-returnable for hygiene reasons, unless defective.
• Custom-made or personalized items are also non-refundable unless there is a mistake on our part.
• For items that are eligible for return, you can choose to return them and then place a new order for an exchange.

7. Shipping Charges and Fees

If you are returning an item due to a defect or our error, we will cover the cost of return shipping.

• For non-defective returns, the customer is responsible for return shipping costs.
• We recommend using a trackable shipping service when returning your product to ensure it reaches us safely.
• Shipping charges are non-refundable unless the return is due to a mistake or defect on our part.
• Any fees associated with import duties or taxes are non-refundable.
• If your return is due to an error in your order (e.g., monthly contact lenses or mismatch), we will refund the return shipping cost.
• Return shipping charges vary depending on the return location, and we will provide the customer with a prepaid return label if applicable.
• If the item is damaged during return shipment, we cannot issue a refund.
• You will be refunded the price of the item plus any sales tax you were charged.
• Ensure that all products are returned in the original packaging to avoid damage during transit.

8. Customer Responsibility and Accountability

• It is your responsibility to ensure the accuracy of the information you provide during the order process, including delivery details.
• We are not liable for any delays or issues that arise due to incorrect delivery addresses.
• If an item is returned because of an incorrect address, the customer will be responsible for any additional shipping costs.
• Ensure that the items you wish to return meet the requirements of our return policy, including being unused, undamaged, and in their original packaging.
• We reserve the right to reject refund requests if the item shows signs of wear, has been altered, or if the packaging is incomplete.
• If an item is returned with missing components or accessories, a partial refund may be issued based on the item’s condition.
• You should always check your order immediately upon receipt. If there is an issue, contact us within 7 days to resolve the matter.
• Any returned items must be in resellable condition; this means no stains, rips, or odors.
• You must follow the return process as outlined in our guidelines to ensure a smooth experience.
• Refunds may be delayed or denied if the return instructions are not followed properly.
• Contact Lenses Store Kenya reserves the right to deny any returns or refunds for items that do not meet the conditions specified in this policy.

9. Refund Timing

• Once we receive your returned item, we will inspect it and process your refund within 7 to 10 business days.
• Refunds may take longer if there are any discrepancies with the returned product, such as damage or missing components.
• The processing time for refunds can vary depending on your payment provider. While we process refunds quickly, it may take up to 5 business days for your bank or payment platform to reflect the refund in your account.
• We cannot expedite the refund process beyond the standard timeframe, as it depends on third-party payment processing.
• Once the refund is issued, you will receive a confirmation email from us with the details.
• Refunds will be issued only after the item has been received and inspected by our team.
• If your refund is delayed, please check with your payment provider to confirm when the funds should appear.
• In case of issues with your refund (such as non-receipt after the stated period), you can reach out to us for further assistance.
• If your order was originally paid through M-Pesa or PayPal, the refund will reflect in your M-Pesa or PayPal account.
• Please ensure that your contact details are up to date so we can reach you with refund updates.

10. Refunds for Pre-Orders

• Pre-order items are eligible for a refund if canceled before the item has been shipped.
• Once the pre-order item is shipped, the standard return and refund policy applies.
• If the pre-ordered item arrives damaged or defective, you will receive a full refund.
• To cancel a pre-order, you must contact our customer service team within 24 hours of placing the order.
• If the pre-order is canceled after it’s been processed, shipping fees will still apply.
• Refunds for pre-ordered items will be processed to the original payment method used.
• For pre-orders, we aim to provide a delivery window, but we are not responsible for delays in shipping caused by our suppliers.
• If there are delays in receiving pre-order items, you will be notified immediately.
• You can cancel your pre-order at any time before it ships, but once the item is in transit, cancellation or refund requests will not be accepted.
• Pre-order refunds are processed in the same timeframe as standard refunds, within 7 to 10 business days.
• Any discounts or promotions applied to pre-orders will be honored at the time of the refund, as long as the return complies with our policy.
• If you wish to change your pre-order after purchase (such as modifying the color, size, or style), please contact us, and we’ll attempt to accommodate your request depending on availability.

11. Items Purchased as Gifts

• If you received an item as a gift and wish to return or exchange it, you may do so following our regular return policy, provided the item is in new, unworn condition.
• The person who purchased the item will need to be contacted if there’s any difficulty with the return, such as missing receipts or original packaging.
• To return a gift, you must have the order number or proof of purchase.
• You may exchange the item for another product of the same value or opt for a store credit if the return meets our criteria.
• If you do not have the original payment method details, we will issue a store credit instead of a refund.
• If you return a gift, and the item is ineligible for return, the gift recipient will be informed about our policy, and no refund or exchange will be processed.
• Gift returns can be processed using the original order number, but a store credit will be issued to the person who returns the gift.
• Refunds for gifts will follow the standard refund method, either via store credit or the original payment method.
• Gift returns should also be done within 14 days of receipt to ensure eligibility.

12. Non-Refundable Items and Conditions

• Certain items are non-returnable and non-refundable. These include items that have been used, altered, or damaged after delivery.
• Personalized items, such as custom-engraved products or items made to specific specifications, cannot be returned or refunded unless they are defective.
• For hygiene reasons, items such as used  lenses and custom prescription are non-refundable unless faulty.
• Products in the clearance section are also non-refundable unless the item is defective or damaged.
• Refunds will not be granted for items that have been opened or used and no longer meet our "new condition" requirements.
• If an item is returned without its original packaging, it may be subject to a partial refund based on the condition of the item.

13. Items with Missing Parts or Components

• If you receive an item with missing parts, accessories, or components, please contact us within 7 days of receiving your order.
• We will either send the missing parts or process a full refund if the item cannot be completed.
• To facilitate the process, provide clear details about the missing parts and attach any photos of the item.
• If you receive an item with missing parts, do not attempt to assemble or use it before contacting us.
• We will ship missing parts at no extra cost to you if the item is returned.
• If an incomplete product is returned without notifying us, we cannot process a refund or exchange.
• The missing parts will be delivered within 7 to 10 business days after the request has been processed.
• If the missing components cannot be sourced, a refund will be issued to the original payment method.

14. Payment Processing Issues

• If you encounter an issue with payment processing (such as failed payment or errors with transaction), please contact our support team immediately.
• For transactions via M-Pesa, ensure that the payment is successful and that you have received a confirmation SMS from M-Pesa.
• Credit card and PayPal transactions should reflect immediately, but delays or failed payments may occur.
• In the case of a payment failure, you may need to retry the payment or contact your bank or payment provider for clarification.
• We will not process orders until payment has been successfully completed.
• If there is an issue with your order payment, we will hold the order until we receive confirmation of the transaction.
• Once your payment has been confirmed, we will process your order immediately, and you will receive an email notification.
• If an order is canceled due to payment issues, a refund will be processed if the transaction was charged but the order was not fulfilled.
• Please note that processing delays for credit or debit card payments may occur, and we will inform you if there is any delay in processing your payment.
• For M-Pesa or PayPal transactions, we will process your refund to the same payment platform.

15. Custom Orders and Special Requests

• Orders made for custom products or special requests are not eligible for a refund unless there is a defect or error in the item.
• If you order a custom item, it is important to verify all details before confirming your order.
• If you notice any error with a custom order, please contact us within 24 hours of placing the order.
• After 24 hours, custom orders will be processed, and we cannot guarantee any changes.
• If a defect is found in your custom order, we will offer a full refund or a replacement based on your preference.
• Please understand that any special requests, such as personalized engraving or custom fabric choices, may not be eligible for a refund unless a product defect occurs.
• In case of a defect in a custom order, the return process will be handled similarly to standard items.

16. Customer Support and Communication

• If you have any questions or concerns regarding our refund policy, please reach out to our customer support team.
• Our customer service hours are from 9:00 AM to 5:00 PM, Monday to Friday, excluding public holidays.
• You can contact us via email at info@contactlenses.co.ke or call us at +254 728805174.
• For any issues with returns or refunds, please provide your order number, product details, and photos if applicable.
• We aim to respond to inquiries within 24 hours during business days.
• If you do not receive a response within this time frame, please follow up with us.
• Customer satisfaction is our priority, and we will do our best to resolve any issues promptly.
• Please ensure that your communication with us is clear and complete to avoid delays.
• If there are any unusual situations, our customer service team will guide you through the resolution process.
• Always keep a record of your communication with our support team for future reference.
• Our team is always available to assist you through every step of the refund process.

17. Policy Changes and Updates

Contact Lenses Store Kenya reserves the right to update or modify this refund policy at any time without prior notice.

• Changes to our refund policy will be posted on this page, and the “Last Updated” date will be updated accordingly.
• It’s important to review this page periodically to stay informed of any changes that may affect you.
• All refund requests will be handled based on the policy that was in effect at the time of your order.
• Any changes to our refund policy will not apply to existing orders unless specifically stated.
• If you have any questions about changes to this policy, please contact us for clarification.
• Our commitment to customer satisfaction remains unchanged, and we will continue to honor all terms laid out in the refund policy.
• If any provision of this policy is deemed invalid, the remaining provisions will still apply.
• We will notify you of significant changes through email or other forms of communication as needed.

18. Legal Compliance and Consumer Rights

• Our refund policy complies with all relevant consumer protection laws and regulations.
• Customers are entitled to statutory rights under consumer law, including the right to return faulty items.
• This refund policy does not affect your legal rights as a consumer.
• We will always aim to act in accordance with your statutory rights in the event of a dispute.
• If you need assistance regarding your legal rights, we recommend seeking professional legal advice.
• Contact Lenses Store Kenya is committed to ensuring that you are fully informed of your rights when making purchases.
• We follow all applicable guidelines to ensure that your purchase experience is safe and secure.
• Should any issue arise, we are here to help ensure that your rights are respected.

19. Exchanges

· We offer exchanges for the same item in a different size or color, subject to availability.

· If the exchanged item is out of stock, we will offer a full refund instead.

· Exchanges must be requested within 14 days of receiving your order.

· The customer is responsible for return shipping costs, while we will cover the shipping costs for the new item.

· Items returned for exchange must be in new, unworn, and unused condition, with original packaging and tags intact.

· If the item is damaged or used, the exchange will not be accepted.

· If an exchange is not possible, you will be issued a refund instead.

20. Wrong Item Sent

· If we send the wrong item, we will offer an exchange for the correct product or provide a refund.

· You must contact us within 7 days of receiving the incorrect item.

· Please provide photos of the wrong item to expedite the process.

· The return shipping will be covered by us if the item is incorrect.

· We will ensure the correct item is shipped to you as quickly as possible.

· If the correct item is no longer available, we will issue a full refund.

21. Order Modifications

· Once an order is placed, it cannot be modified, including changes to size, color, or quantity.

· If you need to make a change, please contact us immediately, and we will try to accommodate you before the order is shipped.

· Modifications are possible only if the order has not yet been processed for dispatch.

· After the order is shipped, no changes can be made, and you will need to initiate a return or exchange.

· Please verify all order details before finalizing your purchase to ensure accuracy.

· We are not responsible for any errors in the information you provide at checkout.

22. Fraudulent Orders

· Contact Lenses Store Kenya reserves the right to cancel orders suspected of being fraudulent.

· If your order is flagged for potential fraud, we will reach out to you for verification.

· Orders suspected of fraud will be thoroughly investigated, and we may request additional documentation before proceeding.

· If fraud is confirmed, we will not process any refunds, and the order will be canceled.

· Customers involved in fraudulent activities may be reported to the relevant authorities

23. Dispute Resolution

· In the event of a refund dispute, we will attempt to resolve the issue amicably and promptly.

· Customers are encouraged to reach out to our support team for clarification before taking legal or formal steps.

· If the issue remains unresolved, the matter may be referred to a consumer protection body or mediator.

· Disputes will be governed by the laws of the Republic of Kenya.

· All communication and evidence related to the dispute must be documented and submitted.

· We are committed to ensuring fairness and transparency in all refund-related matters.

24. Partial Refunds

· In cases where a returned item is not in resalable condition (e.g., missing packaging, tags removed), we may issue a partial refund.

· Partial refunds are calculated based on the condition of the item and the extent to which it deviates from “new.”

· Examples of condition issues include signs of wear, damage, stains, odor, or alterations.

· Before issuing the refund, our returns team will review the item and determine an appropriate deduction percentage.

· You will receive a detailed explanation of any deductions applied to your refund.

· Partial refunds are not applicable for items returned due to manufacturing defects or fulfillment errors.

· Any shipping costs you incurred for this return are non-refundable, regardless of refund type.

· We are committed to fairness—our partial refund deductions are transparent and based solely on item condition.

· If you have concerns about how your partial refund was calculated, our customer service team is available to review the case.

25. Store Credit Option

· If you do not have access to the original payment method, or if it is no longer valid, we can issue a store credit instead of a cash refund.

· Store credit is valid for 12 months from the date it is issued.

· Credits can be used for future purchases of clothing, shoes, bags, and other items on our site.

· Store credit may also be used for expedited shipping or other services we offer.

· Store credits are non-transferable and may not be redeemed for cash, except in jurisdictions where required by law.

· If an item purchased with store credit is returned, the refund will be issued as store credit.

· Notifications regarding your store credit balance will be sent via email.

26. Cancellation Policy

· You may cancel your order within 24 hours of placing it, as long as it has not yet been dispatched.

· To cancel, contact us via email or phone with your order number and cancellation request.

· If the order has already been shipped, you must follow the standard return and refund process.

· Once canceled, you will receive a confirmation email and any funds debited will be refunded accordingly.

· Cancellations outside the 24-hour window may not be guaranteed, but we will make every effort to assist.

· Cancellation refunds are processed to the original payment method within 7 to 10 business days.

27. Promotional Codes & Vouchers

· If you used a promotional code or voucher at checkout, the discount will be reflected in your refund amount.

· Refunds for discounted purchases will be based on the final price paid after discount.

· If a promotional code has a minimum spend, a return that drops you below eligibility will result in discount removal, and refund issuance at regular price.

· Promo code discounts are not refundable as separate cash value—they reduce the original price.

· Promotional codes and vouchers used on returned items cannot be reused unless expressly stated in the terms.

· If a returned item causes your total order value to fall under a voucher’s minimum, that voucher will become invalid for that order.

· A refund may not include the value of a promotional code if the conditions for that code are not met after the return.

· Expired or invalid promo codes are not applicable retroactively to refunds.

· If a refund is processed via store credit, we may, at our discretion, reissue applicable promo benefits if eligible.

· Always check the terms of any promotion to understand how it impacts returns and refunds.

28. Privacy & Personal Data

· We collect and store personal information (name, address, contact) necessary for processing returns and refunds.

· This information is used strictly for refund processing and to comply with applicable laws and regulations.

· Personal data is stored securely and handled according to our Privacy Policy.

· We do not share your personal information with third parties except for courier, payment processors, or legal compliance.

· For refund-related inquiries, we may verify your identity to prevent unauthorized requests.

· You have the right to request deletion or correction of your personal data per applicable data protection laws.

· If you wish to exercise your data rights, please contact us at info@contactlenses.co.ke

· Our data practices for refunds align with international best practices and Kenyan data protection regulations.

29. Legal Jurisdiction & Governing Law

• This refund policy is governed by the laws of the Republic of Kenya.
• Any refund-related disputes shall be subject to resolution under Kenyan jurisdiction.
• You agree that any legal claim or dispute will be resolved in Kenyan courts.
• Our policy is designed to comply with Kenyan consumer protection laws.
• Nothing in this policy seeks to limit your legal rights under applicable law.
• If any clause in this policy is deemed unenforceable, it will not affect the validity of the remaining provisions.

30. Policy Modifications

• We reserve the right to update this policy at any time, with changes effective from the “Last Updated” date.
• We recommend checking this refund policy before making a purchase to stay informed of any updates.
• Policy changes will apply to all orders placed after the update.
• If a major change occurs that affects existing orders, we will notify customers via email.
• Continued use of our site after policy updates constitutes acceptance of those changes.
• Historic versions of the policy may be requested by contacting our support team.
• We’re committed to clear communication—significant policy revisions will be clearly announced.

31. Contact for Refund Inquiries

• For any questions regarding refunds, returns, or cancellations, please contact our support team at info@contactlenses.co.ke for call +254 728 805 174.
• Provide your order number, item details, the reason for return, and include supporting photos if applicable.
• We typically respond to queries within 24 hours during business days (Monday–Friday, 9 AM–5 PM).
• Be sure to check your spam or junk folder if you haven’t received a reply within the expected timeframe.
• Keep a copy of all correspondence and shipping receipts until your refund is fully processed.
• If you do not hear back from us following your initial inquiry, feel free to follow up via email or phone.
• If the issue remains unresolved, you’re welcome to escalate your concern to a senior support representative.
• Our team is committed to resolving refund issues efficiently, respectfully, and transparently.
• You can report suspected policy breaches or fraud to us, and we take such reports seriously and will investigate promptly.

32. Force Majeure & Exceptional Situations

• We are not liable for delays or inability to process returns or refunds due to events beyond our control (e.g., natural disasters, government restrictions, courier strikes).
• In such events, our team will communicate with you regarding expected delays or changes to processing times.
• You may request an expedited refund once circumstances allow regular operations to resume.
• We will make reasonable efforts to resume normal refund operations as soon as possible after the event.
• Return windows may be extended in such events, at our discretion.
• Refund requests submitted during such periods will be honored once normal services resume.
• We appreciate your understanding during exceptional circumstances and will do our best to support you.

33. Right to Refuse Returns

• We reserve the right to refuse returns or refunds if the return fails to meet these policy criteria, including but not limited to damaged, altered, or incomplete items.
• Returns attempted for non-refundable categories (sale, final, or hygiene items) may be rejected.
• If a return is refused, the item will either be returned to you at your cost or destroyed, depending on its condition.
• You will be notified if your return is refused and given instructions on how to retrieve the item.
• Any shipping fees already paid may be non-refundable if a return is refused.
• We will always provide a clear explanation for any refusal in writing.
• If you disagree with our decision, you may escalate the matter to a senior manager or seek external mediation.
• We aim to be fair and transparent in all return-related decisions, and our refusal rights are designed to prevent abuse of the policy.

34. Final Provisions & Severability

• These provisions form the complete refund policy between you and Contact Lenses Store Kenya and supersede any prior refund arrangements.
• If any provision is deemed invalid or unenforceable under applicable law, that provision will be removed while the rest of the policy remains in full effect.
• Headings are for convenience only and do not affect the interpretation of the policy.
• This policy may be provided in other languages, but the English version will govern in case of any discrepancy.
• You acknowledge that you have read and understood this policy when placing an order with Just Select.
• By purchasing from contactlenses.co.ke, you agree to be bound by these refund terms and any future amendments.

Last Updated: July 15, 2025