Learn about our return and exchange policies for contact lens purchases, including eligibility requirements and procedures.
Due to health and safety regulations, contact lenses have specific return and exchange limitations. Please read this policy carefully before making your purchase.
Returns are accepted for unopened contact lens packages only, due to health and safety regulations governing medical devices. Contact lenses must be in their original, sealed packaging with all safety seals intact. Any product that has been opened, even if unused, cannot be returned for hygiene reasons and to comply with health regulations. This policy protects all customers and ensures the safety and sterility of our products.
Returns must be initiated within 30 days of the original purchase date. Products must be in their original condition with no signs of tampering, damage, or storage issues. We reserve the right to refuse returns for products that do not meet these conditions or that show signs of improper storage or handling. All returned products are subject to inspection before refund or exchange approval.
Prescription contact lenses can only be returned if they are unopened and the prescription was incorrectly filled due to our error. Returns for prescription changes or customer preference changes are not accepted once the order has been confirmed and shipped. We strongly recommend double-checking your prescription details before placing your order to avoid any issues.
Several types of products cannot be returned under any circumstances for health and safety reasons. These include all opened contact lens packages, regardless of whether the lenses were used or not. Once a contact lens package has been opened, it is considered potentially contaminated and cannot be resold or returned. This policy is strictly enforced to protect customer health and comply with medical device regulations.
Custom-ordered contact lenses, including special prescriptions, colored lenses with specific parameters, or lenses ordered for unique vision correction needs, are generally non-returnable unless there was an error in our fulfillment process. These products are specially manufactured or sourced for individual customers and cannot be resold to other customers.
Products that have been stored improperly, exposed to extreme temperatures, or damaged by the customer are not eligible for return. Contact lenses are sensitive medical devices that require proper storage conditions to maintain their safety and effectiveness. We provide clear storage instructions with all products, and customers are responsible for maintaining proper storage conditions.
Exchanges are available for unopened contact lens packages within 30 days of purchase, subject to the same conditions as returns. Exchanges can be made for the same brand and type of contact lenses with different parameters, such as prescription strength or base curve, provided the replacement products are available in our inventory. Exchange requests must be authorized by our customer service team before sending products back to us.
When requesting an exchange, the value difference between the original product and the replacement product will be calculated and either charged to your payment method or refunded, depending on whether the replacement product costs more or less than the original. Exchange processing typically takes 5-7 business days from the time we receive your return, inspect the products, and process the replacement order.
Priority exchanges are available for customers who need immediate replacement lenses due to urgent medical needs. This service expedites the exchange process and ensures you receive your replacement lenses as quickly as possible. Priority exchanges may incur additional processing fees, but they ensure minimal disruption to your vision correction needs.
If you receive defective or damaged contact lenses, please contact us immediately upon discovery of the issue. We will investigate all defective product claims and provide appropriate remedies, including replacement products or full refunds. Defective products include lenses with manufacturing defects, damaged packaging that may have compromised product sterility, or products that do not match the specifications of your order.
For defective product claims, we may request photographic evidence of the defect or damage to help us investigate the issue and prevent similar problems in the future. We work closely with our suppliers to maintain quality standards and address any manufacturing issues promptly. All defective product claims are processed with priority to ensure customer satisfaction and safety.
In cases where defective products have caused discomfort or eye irritation, we strongly recommend consulting with an eye care professional immediately. While we will process returns and refunds for defective products, we cannot provide medical advice or treatment for any adverse reactions. Your eye health and safety are our primary concerns, and we encourage customers to seek professional medical attention for any eye-related issues.
All returns must be authorized by our customer service team before sending products back to us. To initiate a return, contact us by phone at +63 2 8856 4729, email at returns@nomariq.org, or through our website's customer service portal. Please have your order number, product information, and reason for return ready when you contact us. Our team will review your request and provide return authorization if your request meets our policy requirements.
Once your return is authorized, we will provide you with a return authorization number (RAN) and detailed instructions for shipping the products back to us. The return package must include the RAN, your contact information, and the original invoice or receipt. Products returned without proper authorization or documentation may be refused or delayed in processing.
We provide pre-paid return shipping labels for defective products and returns due to our error. For other returns, customers are responsible for return shipping costs. We recommend using a trackable shipping method and purchasing insurance for valuable returns to ensure safe delivery back to our facility. We are not responsible for return packages that are lost or damaged during transit.
Refunds are processed within 5-7 business days after we receive and inspect your returned products. The refund will be issued to the original payment method used for the purchase whenever possible. For cash on delivery orders, refunds are issued via bank transfer to an account specified by the customer. We will contact you to obtain the necessary banking information for processing cash refunds.
Refund amounts include the product cost and any applicable taxes, but shipping and handling fees are generally not refundable unless the return is due to our error or a defective product. For returns due to our error, we will refund the full purchase amount including all fees and provide pre-paid return shipping. Processing times may vary depending on your payment method and bank processing times.
Partial refunds may be issued for products that are returned in unsatisfactory condition but are still acceptable for return. This includes products with damaged packaging that does not affect the product itself or products that show signs of minor storage issues. The refund amount will be adjusted based on the condition of the returned products and our assessment of their resale value.
For prescription contact lens returns and exchanges, we may require verification of your prescription from a licensed eye care professional. This verification helps ensure that any replacement lenses are appropriate for your vision correction needs and comply with professional standards. We work with qualified optometrists and ophthalmologists to verify prescriptions and provide appropriate recommendations.
If your prescription has changed since your original order, we may recommend updating your prescription before processing an exchange. This ensures that your replacement lenses provide optimal vision correction and comfort. We can provide referrals to qualified eye care professionals in your area if you need a prescription update or eye examination.
Prescription verification may add 1-2 business days to the exchange process, but it ensures that you receive contact lenses that are safe and appropriate for your vision needs. We prioritize customer safety and satisfaction over processing speed, and we believe that proper prescription verification is essential for responsible contact lens dispensing.
Returns for bulk orders or multiple packages follow the same basic policies as individual returns, but they may require additional processing time and coordination. Large returns must be authorized by our management team and may be subject to additional verification procedures. We work with customers to ensure that bulk returns are processed efficiently while maintaining our quality and safety standards.
For bulk orders that include multiple types of contact lenses, partial returns may be processed for specific products while others remain with the customer. This flexibility allows customers to return only the products they cannot use while keeping the products they need. Each product in a bulk return is evaluated individually for return eligibility and condition.
Business customers who place regular bulk orders may be eligible for special return and exchange arrangements. These arrangements are negotiated on a case-by-case basis and may include extended return periods, expedited processing, or flexible exchange options. Please contact our business customer service team to discuss special arrangements for your specific needs.
All contact lenses sold through NoMariq Vision Care are covered by manufacturer warranties against defects in materials and workmanship. These warranties vary by manufacturer and product type, typically ranging from 30 days to 1 year from the date of purchase. Warranty coverage includes replacement of defective products and, in some cases, refunds for products that cannot be adequately replaced.
Our satisfaction guarantee ensures that customers are happy with their purchases and receive products that meet their expectations. If you are not satisfied with your contact lenses due to quality issues, we will work with you to find a suitable solution, including exchanges for different products or refunds where appropriate. This guarantee reflects our commitment to customer satisfaction and product quality.
Extended warranty options may be available for certain premium products or for customers who purchase maintenance plans. These extended warranties provide additional coverage beyond the standard manufacturer warranty and may include benefits such as expedited replacement services, priority customer support, and expanded coverage for various types of damage or defects.
Products being returned must be packaged securely to prevent damage during transit. We recommend using the original packaging when possible, including any protective materials or inserts that came with the product. If the original packaging is not available, use a sturdy box with adequate padding to protect the products during shipping. Poorly packaged returns that arrive damaged may not be eligible for full refunds.
Include all necessary documentation with your return, including the return authorization number, original invoice or receipt, and any correspondence with our customer service team. A packing list describing the contents of the return package is also helpful for our receiving team to process your return efficiently. Clear documentation helps prevent delays and ensures accurate processing of your return.
We recommend using a trackable shipping method for all returns so that you can monitor the progress of your return package. Insurance is recommended for valuable returns to protect against loss or damage during transit. Keep all shipping receipts and tracking information until your return is processed and you receive confirmation of receipt from our customer service team.
If you disagree with our decision regarding your return or exchange request, you may appeal the decision by contacting our customer service management team. We will review your case and the reasons for the original decision and provide a fair resolution based on our policies and the specific circumstances of your situation. Most disputes can be resolved through direct communication and compromise.
For complex disputes or situations involving significant amounts, we may involve third-party mediation services to help reach a fair resolution. These services provide objective evaluation of disputes and can help both parties reach mutually acceptable solutions. We are committed to fair treatment of all customers and will work diligently to resolve any disputes in a reasonable and equitable manner.
Documentation is crucial for dispute resolution, so we maintain detailed records of all transactions, communications, and return processing. Customers are encouraged to keep copies of all correspondence and documentation related to their purchases and returns. This information helps ensure that disputes can be resolved based on complete and accurate information.
For all return and exchange inquiries, please contact our dedicated returns team at returns@nomariq.org or call +63 2 8856 4729. Our returns specialists are available Monday through Saturday from 9:00 AM to 6:00 PM Philippine Time to assist with your return needs. When contacting us, please have your order number, product information, and reason for return ready to expedite the process.
Our returns facility is located at Unit 2B, Millennium Tower, 567 Ayala Avenue, Makati City, Metro Manila, Philippines 1226. All returns should be sent to this address with proper authorization and documentation. We do not accept returns at any other locations or through unauthorized channels. Returns sent to incorrect addresses may be lost or delayed in processing.
For urgent return issues or time-sensitive situations, we offer priority customer service with expedited response times. This service is particularly valuable for customers who need quick resolution of return issues or who have medical needs that require immediate attention. Priority service requests should be clearly marked as such when contacting our customer service team.
Last Updated: December 2024