As a consumer, you can exercise your right of withdrawal within 14 days of receiving your order, without having to give reasons in writing.
Specially manufactured lenses (such as toric and multifocal lenses as well as all lenses with annual renewal), which are specially ordered and manufactured for you, are excluded from this right of withdrawal.
You can exercise your right of withdrawal by contacting us via the form available here or by e-mail to [email protected].
You must then return the goods, within 30 days maximum, unopened and in perfect condition, for a refund, to the following address: Mahmutbey Mah., Taşcocagi Yolu No 25B, Kat 5 Diare 84, Bağcılar/İstanbul (Turkey)
The products must be returned intact, in their original packaging, without annotation, and suitable for resale. Open, incomplete, exchanged, altered or damaged boxes and packaging will not be refunded, and returning the product back to you will be your responsibility.
Also, please make sure that the lenses are not damaged or torn before opening them as their case is invisible and you can see any defect in the lenses. Failing to do so will void your warranty and refund if the box or lenses container is open and you discover a defect after opening them.
Returns must be accompanied by the original purchase invoice and stating that the package is a return; failing to do so will incur duty taxes which will be deducted from your refund.
24Lenses has 3 business days upon receipt of the products to check the condition of the returned products.
As part of the exercise of this right of withdrawal, the return shipping costs are your responsibility (shipping preferably with tracking).
If your order gets stopped by customs for duties for any reason and you decide to abandon it or is returned to us. We will issue a refund minus shipping and return fees which total 30.00€ if shipping was made via DHL Express or DHL Express 24, even when the initial shipping fee you paid was FREE or more, and 20.00€ if it was shipped to you by standard shipping.
You should check your local import and customs laws before trying to make any purchase from us as some countries prohibit the import of contact lenses from abroad or will require extra documentation such as a doctor’s or optician’s prescription if the ordered lenses are with power.
The refund will be made by 24Lenses within 5 days of the date on which we receive and inspect the returned product or products, by the same means of payment that you used to pay for your order (credit card, PayPal, Afterpay or LayBuy) minus 30.00€ for the shipping fees used to send the order to you by DHL Express or DHL Express 24 or minus 20.00€ if the order was shipped to you via Standard shipping (Even when the order is marked as FREE shipping or any other price). The refund may be deferred until receipt of the returned products. Refunds may take anywhere between 5 – 30 days to be reflected on your credit card or bank statement.
You should be informed that in the event of multiple shipments of the same order, your right of withdrawal does not begin until you receive the last product shipped.
For any questions regarding your order and the exercise of your right of withdrawal, customer service is available from Monday to Friday, from 9 A.M. to 5 P.M. GMT+3, by email at [email protected], or by phone: +1 (862) 343-8820
