Return & Exchange
📦 Return and Exchange Policy
📢 Important Notice: Please read our policy carefully before making a return or exchange request.
🔄 Replacement Policy
| Condition | Eligible for Replacement | Not Eligible for Replacement |
|---|---|---|
| Defective Product |
|
|
⚠️ Important: To be eligible for a replacement or re-shipping, customers must inspect the lens while still in its sealed bottle before opening.
☀️ After lifting up the lens, if exposed to sunlight, the lens can be easily evaluated for defects.
📦 Packaged Lens Refund Policy
Refunds are not available if the outer box of the packaged lens (such as daily or monthly lenses) is damaged. However, if the plastic packaging inside the box, containing the lens and solution, is damaged causing solution leakage, we will refund for the number of lenses affected by the leak.
🔙 Return / Resend / Exchange Policy
| Policy | Details |
|---|---|
| Return Shipping Costs | Depends on the reason for return (see below) |
| Re-shipping Costs | Depends on the reason for return (see below) |
| Exchange Eligibility | Only for unopened products in re-sellable condition |
⚠️ Important: We reserve the right to refuse complaints made after the grace period. Complaints not relating to product defects will be handled on a case-by-case basis.
💰 Return Shipping and Re-shipping Costs
| Reason for Return | Return Shipping Cost | Re-shipping Cost |
|---|---|---|
| Defective product (lens torn, misshapen, or expired in SEALED bottle) | Covered by Klenspop | Covered by Klenspop |
| Customer's change of mind | Customer's responsibility | Customer's responsibility |
| Incorrect order placed by customer (e.g., wrong prescription) | Customer's responsibility | Customer's responsibility |
| Other reasons | To be determined case by case | To be determined case by case |
⚠️ Important: All returns must be approved by Klenspop before shipping back. Unauthorized returns may not be eligible for refund or exchange.
❌ Cancellation / Refund Policy
- Cancel orders before shipping by contacting us immediately
- No cancellations after shipping until product is returned
- Customer covers return shipping costs for cancellations
- Partial refund for returns due to incorrect address, minus shipping charges
📅 K-packet Shipments: Full refund or re-shipment via Express Shipping if not received within 45 days from shipment date.
This policy applies both before and after the sending date.
📬 How to Return
- Contact us at klenspop@gmail.com with order number, items to return, and reason
- We'll provide return address and instructions
- Ship the return package using your country's postal service
💰 To minimize shipping costs, please choose the most affordable shipping option available, regardless of delivery time.
🇰🇷 Please note: We are based in South Korea and do not provide return labels for international returns.
