Refund policy

KLENSPOP Refund & Cancellation Policy

Last updated: July 14, 2026

KLENSPOP is operated by NOVERLINE LIMITED. This Policy applies to purchases made through https://klenspop.com.

Please review this Policy carefully before placing an order. To request a cancellation, return, or refund, contact us at klenspop@gmail.com and include your order number.

1. Order Cancellations

Please contact us as soon as possible if you wish to cancel an order. Cancellation requests are not guaranteed because orders may enter processing, production, or shipment shortly after payment.

If a cancellation is approved before order processing or production has started, we may deduct reasonable payment-processing and administrative costs actually incurred, up to 5% of the order value.

If the order has entered production, preparation, packing, or “Awaiting Shipment” status, we may deduct reasonable costs already incurred, up to 20% of the order value. Any shipping cost already incurred is non-refundable.

Once an order has been shipped, it cannot be canceled. After receiving the order, you may request a return in accordance with the return conditions below.

No cancellation fee will apply if we cancel an order because the item is unavailable or because we are unable to fulfill the order within a reasonable period.

2. Made-to-Order and Toric Lenses

Certain products, including made-to-order or pre-order Toric lenses, require approximately 7–20 business days for production.

If cancellation is requested after production has started, we may deduct the reasonable and non-recoverable production costs already incurred, up to 50% of the affected item’s price.

If production has not started, the standard cancellation terms above will apply.

3. Return Eligibility

To request a return, please contact klenspop@gmail.com within 30 days of receiving your order.

Returned products must be:

• Unused and unworn
• Unopened and sealed
• In their original packaging
• In resalable condition
• Accompanied by the order number or proof of purchase

Due to health, hygiene, and safety requirements, contact lenses and other hygiene-sensitive products cannot be returned after their packaging, box, blister pack, bottle, or safety seal has been opened, unless the product is defective, damaged, incorrectly supplied, or applicable law requires otherwise.

Do not return any product without contacting us first. Unauthorized returns may not be accepted.

4. Defective, Damaged, or Incorrect Products

Please inspect your order promptly after delivery.

If you receive a defective, damaged, expired, or incorrect product, contact us immediately at klenspop@gmail.com with:

• Your order number
• A description of the problem
• Clear photographs or videos of the product and packaging

If the claim is approved, we will provide an appropriate replacement, reshipment, store credit, or refund. No cancellation or administrative fee will be charged where the issue was caused by KLENSPOP or its fulfillment provider.

Please do not open or use a product if a defect or packaging problem is visible before opening.

5. Returned and Undeliverable Parcels

If a parcel is returned because of:

• An incorrect or incomplete address provided by the customer
• Failure to claim or collect the parcel
• Recipient absence or unavailability
• Refusal of delivery
• Refusal to pay applicable import duties, taxes, or customs charges

we will review the refund after the returned parcel has been received and inspected.

The refund may be reduced by:

• Original shipping charges
• Return shipping charges
• Customs duties, taxes, or carrier charges paid on the customer’s behalf
• Reasonable handling and administrative costs actually incurred, up to 20% of the order value

Any remaining eligible balance will be refunded to the original payment method.

If a parcel is lost or destroyed because the customer refused delivery or failed to pay required import charges, we may be unable to issue a refund. Each case will be reviewed based on the tracking record, carrier documentation, recoverability of the parcel, and applicable law.

6. Import Duties and Taxes

Customers are responsible for checking and paying any import duties, customs charges, taxes, or fees imposed by the destination country unless KLENSPOP expressly states at checkout that such charges are included.

Refusing a parcel because of import duties or taxes does not automatically entitle the customer to a full refund. Any refund will be calculated under Section 5 after the parcel is returned and inspected.

7. Return Shipping Costs

If the return results from a defective, damaged, or incorrect product supplied by us, KLENSPOP will cover reasonable return or replacement shipping costs.

For returns based on customer preference, an incorrect option selected by the customer, an incorrect delivery address, or another reason not caused by us, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable unless the return results from our error or applicable law requires otherwise.

8. Refund Processing

Approved refunds will be issued:

• To the original payment method
• In United States Dollars (USD)
• After the returned product has been received and inspected, where a return is required

Once approved, we normally submit the refund within 7–10 business days. Your bank, card issuer, PayPal, or payment provider may require additional time to post the refund to your account.

If the expected processing period has passed and the refund is not visible, please contact your bank or payment provider first. You may also contact us at klenspop@gmail.com for assistance.

9. Currency Conversion

All refunds are processed in United States Dollars.

If your original payment was converted into another currency, the refunded amount shown in your local currency may differ because of exchange-rate changes or fees charged by your bank, card issuer, or payment provider.

KLENSPOP and NOVERLINE LIMITED are not responsible for losses caused solely by currency conversion, exchange-rate changes, or third-party banking fees.

10. Chargebacks and Payment Disputes

Please contact us at klenspop@gmail.com before filing a chargeback or payment dispute so that we can try to resolve the issue.

Submitting a fraudulent or knowingly false payment dispute may result in the suspension of the associated customer account and the submission of relevant transaction records to the payment provider or other authorized parties.

This section does not restrict any lawful right to dispute an unauthorized or incorrectly processed transaction.

11. Mandatory Consumer Rights

Nothing in this Policy excludes, restricts, or replaces any consumer right or remedy that cannot lawfully be excluded under the laws applicable to the customer’s purchase.

Where this Policy conflicts with a mandatory legal requirement, the mandatory requirement will apply.

12. Contact Information

KLENSPOP is operated by:

NOVERLINE LIMITED

Email:
klenspop@gmail.com

Registered office:
UNIT 2904-05, 29/F
UNIVERSAL TRADE CENTRE
3 ARBUTHNOT ROAD
CENTRAL, HONG KONG