Return and Exchange

MOMOKO LENS values customer satisfaction greatly. If you have any reason of being unsatisfied of our products, we are here to assist with your problems. If it is proven to be our mistake or quality issue, we will be happy to send you free replacement. Please check the situations stated below and proceed as suggested:

i) Incorrect products received (eg. wrong color/prescription).

• Eligible for free return and exchange or free replacement.
• Products have to be in SEALED (unopened) condition.
• Customer MUST contact us within 7 days from date of parcel received.
• Steps to apply:-
  • Take clear photo(s) of the product(s) under SEALED condition
  • Email us at "[email protected]" along with the photo(s) and your order number

ii) Product defect (eg. expired or visibly torn inside the blister/vial).

• Eligible for return and exchange or replacement.
• Products have to be in SEALED (unopened) condition.
• We will inspect the return products before we process with exchange or replacement.
• Customer MUST contact us within 7 days from date of parcel received.
• Steps to apply:-
  • Take clear photo(s) of the product(s) under SEALED condition
  • Email us at "[email protected]" along with the photo(s) and your order number

iii) Products not in sealed condition.

• Not 100% eligible for replacement.
• We will handle by per case basis, maximum to replace 1 piece in an order.
• Customer MUST contact us within 7 days from date of parcel received.
• Steps to apply:-
  • Take clear photo(s) of the product(s) to prove your claims
  • Email us at "[email protected]" along with the photo(s) and your order number

iv) Parcel being returned to us due to unsuccessful delivery.

• Only plano lenses are eligible for exchange, we will handle by per case basis.
• Suggest to apply for second delivery instead (shipping fees required).
• Customer MUST contact us within 14 days from the date we receive the parcel, or we will abandon the order.
• Steps to apply:-
  • Email us at "[email protected]" along with your order number

v) Personal reasons (eg. change color/prescription).

• Not eligible for return/exchange.

NOTE:

1. Please do not dispose any of the products involved until we have closed/solved your issue.
2. We reserve the right not to entertain any requests if unable to provide additional proof when required.
3. We reserve the right not to entertain any requests if product shows any signs of used or damage.
4. We reserve the right not to entertain any requests filed after the time frame mentioned.
5. All return and resend shipping fees will be borne by customers unless stated otherwise.
6. We will only cover $10 shipping fees for orders eligible for free return.
7. All free replacements and exchange products will be shipped via Standard Mail or Registered Mail.
8. We are not responsible for any parcel damage/lost, but will request compensation from courier service if applicable.
9. Please respect that our decision will be final and absolute.