Replacement / Non-Replacement Policy
1-1. Replacement
Products delivered within 7 days can be returned or replaced only if found defective. The defects include:
*Lens being torn or broken in a SEALED bottle
*Lens being misshapen in a SEALED bottle
*Lens being expired in a SEALED bottle
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.
1-2. Non-Replacement
We will not provide replacements in the following cases:
1.Discomfort or Bad Wearing Sensation: If you experience uncomfortable symptoms such as eye irritation or the lens feeling too hard, we suggest taking a break from wearing the lens. However, discomfort does not qualify for replacement as individual experiences may vary based on the state of the user's eyes and how well they are maintained and cleaned.
2.Color Variation: Lens color may vary due to the manufacturing process, temperature, or humidity. We cannot replace or accept returns due to color differences.
3.Damage after Opening: We do not replace lenses that were torn or damaged due to the customer's carelessness after opening.
1-3.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
We'd like to inform our customers of the following:
1.Customers are responsible for the return shipping costs.
2.Customers are also responsible for the cost of re-shipping.
Exchanges are possible only when the products are found to be in a re-sellable condition upon our inspection (i.e., remain unopened).
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.
For K-packet shipments, if you don't receive your items within 45 days from the date of shipment, a full refund or re-shipment through Express Shipping will be provided.
Cancellation / Refund Policy
If you need to cancel your order due to any reasons after payment, please inform us immediately and before we ship your product. Once products are SHIPPED, and until we receive the product back, cancellations cannot be made.
If you wish to cancel, you should return the product to us and cover the return shipping costs.
If your parcel is returned due to incorrect address provided by you or unclaimed parcels, and you want a refund, we will refund you the remaining amount after deducting the shipping charges.
Again, for K-packet, after sending (from the sending date), if you don't receive your items within 45 days, a full refund or re-shipment through Express Shipping will be provided.
How to Return
If you need to return a product, please follow the steps below:
1. Contact us at <klenspop@gmail.com> to inform us of the issue and request a return. Please provide your order number, the item(s) you wish to return, and the reason for the return.
2. We will provide you with our return address and any additional information needed to complete the return process.
3. Use your country's postal service to ship your return package. To minimize shipping costs, please choose the most affordable shipping option available, regardless of delivery time.
Please note that we are a company based in South Korea, and we do not provide return labels for international returns.
Return Shipping Costs
* If the return is due to an error on our part (e.g., incorrect or defective item), Klenspop will cover the cost of return shipping and reshipment. In this case, the customer is responsible for initially paying the return shipping fee and sending us the receipt as proof. We will then refund the shipping fee to the customer's original payment method or offer store credit, depending on the situation.
* If the return is due to a customer error (e.g., wrong item ordered or change of mind), the customer will be responsible for the cost of return shipping.
Please note that all returns must be approved by Klenspop before they are shipped back to us. Unauthorized returns may not be eligible for a refund or exchange.