Refund policy

Last updated: 30 October 2026

We want you to love your lenses. Contact lenses go into your eyes, so for your safety we only take back lenses that are unused and still factory-sealed.

We don’t offer refunds. Instead, we exchange your lenses within 7 days, and we replace them free if anything is wrong on our side.

1. Exchange within 7 days

You can ask to exchange an item within 7 days of receiving your order, as long as it is:

• unused
• still factory-sealed: the lens blister and the box seal are not opened
• in its original box, with everything it came with

2. If the problem is on our side: free replacement

Sometimes things go wrong. If you received any of these:

• the wrong shade or wrong power
• a damaged, broken or leaking pack
• a faulty product
• an item missing from your order

then:

1. Message us on WhatsApp at 0323 3535382 within 48 hours of delivery.
2. Send your order number and a clear photo or short video of the item and the outer box.
3. We send you the same item again, free. We arrange and pay for the courier both ways.

If that exact item is out of stock, you can choose another shade or product of the same value, or keep the value as credit for your next order.

3. If you changed your mind: exchange

Want a different shade? You can exchange it within 7 days if the box is unused and sealed (see section 1).

• You can choose any other shade or product.
• If it costs more, you pay the difference.
• If it costs less, the difference is kept as credit for your next order.
• Courier charges: for change-of-mind exchanges, you pay the courier both ways, sending the item back to us and the new item to you.

4. What we can’t exchange

For hygiene and eye-safety reasons, we can’t exchange:

• lenses whose blister pack has been opened, even if not worn
• lenses that have been worn or tried on
• items damaged after delivery
• lens solutions or eye drops that have been opened
• a wrong power you chose yourself, once the pack is opened
• requests made after 7 days

5. How to request an exchange or replacement

1. Contact us within 7 days, with your order number and what you’d like: – WhatsApp: 0323 3535382 – Email: support@lenzzberry.com
2. We reply with the return address and instructions (Mon–Sat, 10am–7pm PKT).
3. Pack the item securely in its original box and send it by courier. Keep your courier receipt or tracking number.
4. When it arrives, we check that it’s unused and sealed. We then dispatch your new item within 24 hours of approval.

Please don’t send anything back without contacting us first. We may not be able to match it to your order.

6. Changing or cancelling before dispatch

Changed your mind before your order has been dispatched? Message us and we’ll change or cancel it free of charge.

If you already paid in advance, we’ll return your payment, or keep it as credit for your next order. Your choice.

7. Refusing a Cash on Delivery parcel

Please tell us before dispatch if you no longer want an order. Refusing a parcel at the door costs us courier charges both ways. If COD orders are refused repeatedly, we may ask for advance payment on future orders.

8. Questions?

Not sure about a shade or power? Message us before you order and we’ll help you choose.

• WhatsApp / phone: 0323 3535382 (Mon–Sat, 10am–7pm PKT)
• Email: support@lenzzberry.com

This policy does not affect any rights you have under the consumer protection laws of Pakistan.