Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, you’ll need the receipt or proof of purchase.

You can request our return & refund service:

√ Within 30 calendar days of receiving a product if the product has no manufacturing defect, and remains in its original, unopened condition (All liquid products does not support return service).

√ Within 30 calendar days of receiving a product if the product has a manufacturing defect.

Return & refund service will not be provided if:

✘ It is requested beyond 30 calendar days of receiving a product.

✘ A product sent to 3N does not include all original accessories, attachments, or packaging, or any item is not in new or like-new condition (e.g., with cracks, dents, or scratches).

✘ Any fault or damage to the product is caused by unauthorized use or modification, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.), or improper installation or operation.

✘ Product labels, serial numbers, waterproof marks, etc., show signs of tampering or alteration.

✘ Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds, or lightning strikes.

✘ A product is not shipped out within 10 calendar days after 3N accepted the return request and sent out the return instructions.

✘ For safety and hygiene reasons, our solution, being a liquid product, is not eligible for return once it has been shipped.

✘ Other circumstances stated in this policy.

Return Instruction
To initiate a return, please contact us at hello@3neyecare.com. We offer free return and refund services. If your return is accepted, we’ll send you the instructions on how and where to send your package. Items must be returned in their original condition, with all accessories, packages, and labels attached.

Please note, items sent back to us without first requesting a return will not be accepted.

Due to the precise nature of our products as precision instruments for contact lenses, and in order to ensure the ocular safety and hygiene of our customers, all opened merchandise will not be resold. The functionality data of our products is supported by authoritative laboratory reports. For return requests initiated solely due to differences in customer personal experience, we will refund 50% of the purchase price upon receipt of the return (excluding shipping fees paid in the order)

You can always contact us for any return questions at hello@3neyecare.com.

Return Shipping
Customers need to pay for any return shipping to the designated service center (including cross-border and international shipping costs, if applicable) unless the refund is due to performance faults. Once we receive the complete order, we will refund the shipping fees you paid with the original order. In the case of a partial refund order, we may calculate and provide a partial shipping fee refund you paid with the original order.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refund Time
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@3neyecare.com.