Refund policy

Return & Refund Policy

Last updated: 28 December 2025

At K-LENS, we take product quality, hygiene, and customer safety seriously. Due to the nature of contact lenses and eye-related products, our return and refund policy is subject to strict conditions.

  • 1. Eligibility for Returns

Returns are accepted only if all the following conditions are met:

  • The return request is made within 7 (seven) calendar days of delivery
  • The product is unopened, unused, and in its original undamaged, sealed packaging
  • The product is in a resalable condition
  • Proof of purchase is provided

For hygiene and safety reasons, opened or used contact lenses cannot be returned or refunded.

2. Non-Returnable Items

The following items are not eligible for return or refund:

  • Opened contact lens boxes or blister packs
  • Used or worn contact lenses
  • Products with broken seals or damaged packaging
  • Products returned after the 7-day return window
  • Sale or promotional items (unless defective)
  • This policy is in line with health, safety, and hygiene regulations applicable to medical devices.

3. Defective or Incorrect Items

If you receive an item that is:

  • Defective, or
  • Incorrect (not what you ordered),

Please contact us within 48 hours of delivery with:

  • Your order number
  • Clear photographs of the issue
  • A description of the problem

If the issue is confirmed, we will arrange a replacement or refund in accordance with the Consumer Protection Act (CPA).

4. Refund Process

Once an eligible return is received and inspected:

  • Approved refunds will be processed to the original payment method
  • Refunds are typically processed within 5–10 business days
  • Shipping costs are non-refundable, unless the return is due to an error on our part

5. Return Shipping

  • Customers are responsible for return shipping costs, unless the item is defective or incorrect
  • Returned items must be securely packaged to prevent damage during transit

We recommend using a trackable courier service for all returns. 

Please contact us at info@k-lens.co.za to arrange a return. If eligible for a return due to our error, we will organize a courier to collect the item from you at no additional cost.

6. How to Request a Return

To initiate a return, please contact us at:

📧 info@k-lens.co.za

Include:

  • Order number
  • Reason for return
  • Confirmation that the product is unopened and unused

Returns sent without prior approval may not be accepted.

7. Consumer Rights

This policy is designed to comply with the South African Consumer Protection Act (CPA). Nothing in this policy is intended to limit your statutory rights.