Refund & Return Policy
At Global Lens, your satisfaction is our priority. We offer a 100% Satisfaction Guarantee with our hassle-free return policy. If you're not completely satisfied with your order, we'll make it right.
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Our 100% Satisfaction Guarantee
What This Means
We stand behind every order. If you receive the wrong product, damaged lenses, or you're unsatisfied for any reason, we'll work with you to provide a replacement or full refund.
Why We Care
Your vision health and satisfaction matter to us. We want you to feel confident ordering contact lenses from Global Lens, knowing we'll take care of you if anything goes wrong.
Return Window
You have 30 days from the delivery date to request a return or exchange.
Return Timeline:
- Day 0: Your order is delivered
- Day 1-30: Return window (30 days from delivery)
- After Day 30: Returns may not be accepted (contact us to discuss)
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What Can Be Returned
Eligible for Return:
- Unopened boxes with intact seals
- Wrong product received
- Damaged or defective products
- Orders placed in error
Not Eligible for Return:
- Opened boxes or broken seals
- Used or partially used contact lenses
- Lenses past their expiration date
- Products not purchased from Global Lens
Why Can't Opened Boxes Be Returned?
Contact lenses are medical devices that must remain sterile. Once a box is opened, we cannot verify the lenses haven't been contaminated, used, or tampered with. This policy protects all our customers and ensures product safety.
Exception: If you received damaged or defective lenses, we'll work with you even if the box is opened—see "Damaged or Defective Products" below.
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How to Initiate a Return
Step 1: Contact Us
Email support@globallens.com or call (978) 896-0335 within 30 days of delivery
Include:
- Your order number
- Reason for return
- Photos (if product is damaged or wrong item)
Step 2: Return Authorization
We'll review your request and provide:
- Return authorization (if approved)
- Return shipping label (we cover return shipping costs)
- Return instructions
Step 3: Ship Your Return
- Pack items securely in original packaging if possible
- Attach the return shipping label we provide
- Drop off at USPS or schedule a pickup
- Keep tracking information for your records
Step 4: Refund Processing
Once we receive your return:
- We'll inspect the products
- Process your refund within 1-2 business days
- You'll receive refund confirmation via email
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Damaged or Defective Products
If you receive damaged, defective, or incorrect products:
Immediate Action:
- Take photos of the damaged product and packaging
- Contact us within 48 hours at support@globallens.com
- Include your order number and photos
We'll Provide:
- Immediate replacement shipment (free expedited shipping)
- OR full refund (your choice)
- No need to return damaged items in most cases
Our Promise: If we make a mistake or a product arrives damaged, we'll make it right immediately—no hassle, no questions asked.
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Exchanges
We're happy to exchange products if:
- You ordered the wrong prescription
- You want a different brand or product
- You need a different quantity
Exchange Process:
- Contact us at support@globallens.com
- Tell us what you'd like to exchange for
- We'll provide exchange instructions
- Return your unopened items using our prepaid label
- We'll ship your new items once we receive your return
Note: Exchanges must involve unopened, sealed boxes returned within 30 days.
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Refund Methods & Timeline
Refund Method:
Refunds are issued to your original payment method:
- Credit/debit card refunds: 1-2 business days (may take 3-5 business days to appear depending on your bank)
- PayPal refunds: 1-2 business days
- Other payment methods: 1-2 business days processing time
Order Cancellation Refunds:
If you cancel your order before it ships:
- Refund processed immediately
- Funds returned within 2-4 business days
Return Refunds:
If you return a product:
- We process refunds within 1-2 business days of receiving your return
- Funds returned to original payment method within 3-5 business days
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Return Shipping Costs
We Cover Return Shipping
Global Lens pays for return shipping on:
- Damaged or defective products
- Wrong items shipped
- Our errors or mistakes
- Standard returns within our policy
You'll receive a prepaid return label—no cost to you.
Exception: If you refuse delivery or the order is returned due to an incorrect address you provided, return shipping fees may apply.
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Out of Stock Items
If an item you ordered is out of stock:
We'll Contact You:
- Email notification within 24 hours
- Explain the situation
- Offer options
Your Options:
- Wait for Restock: We'll backorder and ship when available (we'll provide estimated timeframe)
- Cancel & Refund: Full refund processed within 2-4 business days
- Substitute Product: We'll recommend a similar product if available
You Choose: We'll never proceed with a backorder or substitution without your approval.
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Prescription Changes
If your prescription changes after you place an order:
Before Your Order Ships:
- Contact us immediately at support@globallens.com
- We'll update your order if possible (free of charge)
- If already shipped, we'll arrange a return and new order
After Your Order Arrives:
- Return unopened boxes within 30 days
- Reorder with your new prescription
- We'll waive shipping fees on your new order as a courtesy
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Special Circumstances
Refused Delivery:
If you refuse delivery of your order, it will be returned to us. Once received, we'll process a refund minus any non-refundable shipping costs.
Lost Packages:
If your package is lost in transit:
- Contact us at support@globallens.com
- We'll file a claim with the carrier
- We'll reship your order or issue a full refund (your choice)
International Returns (Canada):
Canadian customers must contact support@globallens.com for return instructions. Return policies may vary slightly due to international shipping.
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Non-Returnable Items
We cannot accept returns of:
- Prescription medications or medical devices not purchased from Global Lens
- Items without proof of purchase
- Items returned without return authorization
- Opened contact lens boxes (except for defective/damaged lenses)
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Questions or Issues?
Our customer support team is here to help:
Contact Us:
- Email: support@globallens.com (fastest response)
- Phone: (978) 896-0335 (Mon-Fri, 9am-6pm EST)
- Response Time: Within 24 hours (usually 4-6 hours)
We're committed to making returns and exchanges as easy as possible. Your satisfaction is our guarantee.
