We have a 14-day return policy, which means you have 14 calendar days after receiving your item to request a return.

To be eligible for a return, your item must be in a resellable condition, unworn or unused, with tags, and in its original packaging. Packaging must be unblemished and unopened.  You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at ask@eye-online.co.za. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at ask@eye-online.co.za.

Damages and issues
Please inspect your order upon reception and contact us immediately (within 24 hours) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. All products supplied will have an expiry date of at least 12 months into the future, hence no returns will be accepted based on expiry date.

Wrong Order
In the event that a customer ordered the wrong product or wrong product variant or quantity and wish to return the entire order or part of the order, then the customer will be liable for the courier cost and/or a handling fee determined by Eye Online. These fees will be payable before returning or exchanging ‘wrong order’ goods.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for product of which the boxes have been opened or tampered with. 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.

Refunds
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. Please remember it can take some time for your bank or credit card company to process and post the refund too. In the event of a refund we will refund the balance of the payment minus the payment charges that was incurred by us.

Prescriptions

You must provide us with a valid prescription to buy Contact Lenses from us. The customer acknowledged the fact that a valid contact lens prescription is required that is not older than 1 year at registration and (or) during check out. In the event that a sale is concluded and the customer is unable to provide us with a copy of the valid prescription then the order will be cancelled, a set administrative fee charged of R50 (fifty rand) and the balance refunded.