At V.Color Lenses, your satisfaction and the enhancement of your visual beauty are our top priorities. Our products are selected with the highest quality standards to meet the needs of a discerning and special clientele. To ensure a transparent and secure shopping experience, we have created our Return & Exchange Policy.
IMPORTANT: As contact lenses are a personal eye care product, we can only accept returns or exchanges for items that are in their original, unopened packaging with the factory seal fully intact. Any product showing signs of use or tampering will not be accepted.
If you have received your product and are not satisfied for any reason, you may request a return within 7 (seven) calendar days from the date of delivery.
Conditions:
The product must be returned in its original packaging.
The product's seal (blister pack/vial) must not be broken or tampered with.
The product must not show any signs of use.
It must be sent back with all accompanying accessories and manuals, if any.
How to Request a Return: Please go to the "Contact" section of our website and fill out the request form. In the appropriate field, select the reason "Return for Dissatisfaction" and provide your order number and the details of your request in the message box. Our team will review your request and provide instructions for shipping the product back to us. In this case, the cost of return shipping will be covered by us.
Upon receiving and inspecting the product at our distribution center, a refund will be processed to the original form of payment.
V.Color Lenses guarantees the quality of its products. If you identify a manufacturing defect, you have up to 90 (ninety) calendar days after receiving the item to request an exchange.
What is considered a defect: A tear in the lens, issues with curvature, diameter, or prescription that do not match the order, pigmentation spots, or other factory flaws. What is not considered a defect: Discomfort during use (which can be caused by improper adaptation), the final color of the lens not meeting the customer's expectation (as color can vary depending on the natural eye shade), or damage caused by improper handling.
How to Request an Exchange for a Defective Product:
Immediately go to the "Contact" section on our website and fill out the request form, selecting the reason "Product with Defect."
In the message box, please provide your order number and describe the defect in detail.
Our team will contact you to request photos and/or videos that clearly show the issue.
Do not discard the product, as we may require you to send it back for technical analysis.
If our analysis confirms a manufacturing defect, you may choose one of the following options:
A replacement with an identical product.
Store credit of the same value to be used in our store.
A full refund of the amount paid.
If the analysis does not find a manufacturing defect, the same product will be shipped back to the customer.
If you wish to exchange your product for a different color or model, the request must be made within 7 (seven) calendar days of receiving your order.
Conditions:
The exchange will only be processed if the product is returned with its original seal intact and shows no signs of use.
All shipping costs for returning the original item and sending the new item are the responsibility of the customer.
The exchange is subject to the stock availability of the desired new product.
How to Request an Exchange: Go to the "Contact" section of our website and fill out the request form. Select the reason "Exchange Request" and, in the message box, provide your order number and the product you would like to exchange it for.
Product Analysis: All return and exchange requests are subject to an inspection at our distribution center. V.Color Lenses reserves the right to reject any return that does not meet the conditions outlined above.
Refunds: The timeframe for a refund may vary depending on the payment method. For credit card payments, the reversal may appear on up to two subsequent billing statements. For other payment methods like Pix or bank slips, the refund will be issued via bank deposit within 10 business days.
For any questions, our customer service team is available to assist you through the contact form on our website.
