Refund policy

Refund & Return Policy

Thank you for choosing Master Color. All contact lenses sold on this website are medical-grade personal-use products. To ensure product safety and hygiene for all customers, strict return and exchange regulations apply. By placing an order on this website, you agree to the following policy.

1. Agreement to Policies

By using this website (including browsing, registering, purchasing, or any related actions), the user is deemed to have agreed to all policies established by our company.
Once an order is completed, consent to the policy is considered formally established.

The following policies apply to all purchases:

• Terms of Servie
• Privacy Policy
• Shipping Policy
• Refund & Return Policy
  

2. Returns, Exchanges, and Cancellations

Due to the nature of contact lenses as sealed personal-use medical devices:

Returns, exchanges, or cancellations for customer convenience are not accepted.

Exchanges or refunds are available only if:

• There is an initial manufacturing defect
• An incorrect product was delivered
• The product has passed its expiry date at the time of delivery

All qualifying claims must be reported within 5 business days from the date of delivery, accompanied by photographic evidence.

Cases Not Eligible for Return, Exchange, or Cancellation

The following circumstances do not qualify for return, exchange, or cancellation:

Circumstances	Examples
Customer order errors	Incorrect color/power/quantity, duplicate orders
Differences in visual perception	Color variation due to eye color, lighting, or display environment
Minor package damage	Box dents or marks that do not affect product usability
Personal comfort issues	Discomfort, dryness, or fit preference
Delivery failure due to customer	Refusal of delivery, long absence, incorrect address, refusal to pay import duty/tax
Post-delivery misplacement	Loss by building management, package theft after delivery, or unauthorized acceptance
Unverifiable defect claim	When physical inspection of the product is not possible

Special Cases – Order Changes Before Shipment

If an error is noticed immediately after order placement, modifications may be available only if the order has not yet been processed or packed for shipment.

• Changes involving pricing differences (brand, quantity, etc.) cannot be made.
• Customers must contact us as soon as possible through Live Chat or the Contact Form.

 

3. Returned Shipments Due to Delivery Issues

If a shipment cannot be successfully delivered due to reasons attributable to the recipient, including but not limited to the following:

• Incorrect or incomplete delivery address provided by the recipient
• Failure to pay applicable customs duties, taxes, or clearance fees
• Refusal to accept the shipment
• Failure to collect the shipment in time after delivery attempts

Please note that international shipments are generally not returnable. In such cases, the package may be handled or destroyed by the carrier in accordance with their policies, and no refund will be issued.

If the recipient requests re-shipment before the carrier processes or disposes of the package, any associated costs and re-shipping arrangements shall be discussed and agreed upon directly between the buyer and the carrier. The seller does not guarantee the feasibility of re-shipment.

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4. Cases Eligible for Refund or Exchange

Condition	Requirement
Wrong product delivered	Must remain unopened; photos required within 5 business days
Initial manufacturing defect	Photos required within 5 business days; product must be retained for inspection
Product expired upon arrival	Must remain unopened
Customs refusal due to inspection	Excludes refusal to pay duty/tax

Exchanges for defective products will be made for the same item. If the product has been discontinued or is unavailable, a refund or store credit will be issued. Return shipping fees for qualifying claims will be covered by our company.

If the refund period of the payment provider has expired, reimbursement may be issued as store credit.

5. Damage or Loss During Delivery

For damage or loss occurring prior to delivery completion, compensation eligibility is determined by the courier’s inspection and warranty terms. Claims must be submitted directly by the customer. Our company will provide required documentation upon request.

The following cases are not covered:

• Theft, damage, or loss after delivery is completed
• Loss caused by unauthorized acceptance or misplacement at the delivery location

6. Order Cancellation by Our Company

We reserve the right to cancel an order under the following circumstances:

• Delivery is deemed impossible due to logistics or regulatory issues (excluding delays)
• A back-ordered product cannot be fulfilled within 60 business days
• The manufacturer discontinues production during the waiting period

In such cases, customers will be notified, and a full refund will be issued.

Policy Statement

This policy is designed to maintain high safety standards and ensure that each customer receives hygienic, unused, and uncompromised medical-grade products. We appreciate your understanding and cooperation.

Contact Information

For inquiries regarding a potential defect, delivery issue, or eligible exchange, please contact our Support Team through the Live Chat or Contact Form within the specified time period.