Return & Exchange Policy
At Viorexa, we are committed to providing authentic, high-quality eyewear and contact lenses. Your satisfaction is our priority, and we strive to ensure a smooth and transparent shopping experience.
1. Return & Exchange Period
Customers may request a return or exchange within 7 business days from the date of receiving their order, subject to the terms and conditions outlined below.
2. Eligibility for Returns & Exchanges
To qualify for a return or exchange, the following conditions must be met:
- The product must be unused, undamaged, and in its original condition.
- The product must be returned in its original packaging, including all accessories, labels, and protective materials.
- A valid order number or proof of purchase must be provided.
- Products that have been damaged due to misuse, mishandling, or accidental damage are not eligible for return or exchange.
3. Non-Returnable & Non-Exchangeable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged:
- Contact lenses once the original seal or packaging has been opened.
- Preion glasses or lenses customized according to the customer's preion, except in cases of manufacturing defects or errors in fulfilling the order.
- Any product that has been used, altered, or modified after delivery.
4. Damaged or Defective Products
If you receive a damaged or defective product, please contact our Customer Support team within 48 hours of receiving your order and provide clear photos of the issue. Once the claim has been reviewed and approved, Viorexa will arrange a replacement or issue a full refund at no additional cost.
5. Shipping Costs
- If the return or exchange is due to a manufacturing defect, damaged item, or an error on our part, Viorexa will cover all shipping costs.
- If the return or exchange is requested for personal preference or any reason unrelated to product quality or order accuracy, the customer may be responsible for the applicable shipping charges.
6. Refund Process
Once the returned item has been received and inspected to ensure it meets the return conditions, the refund will be processed using the original payment method. Refunds are typically completed within 5–10 business days, depending on your bank or payment provider.
7. Order Cancellation
Orders may be canceled free of charge before they have been shipped. Once an order has been dispatched, it will be subject to this Return & Exchange Policy.
Contact Us
If you have any questions regarding returns, exchanges, or refunds, please contact Viorexa Customer Support through our official communication channels. Our team will be happy to assist you as quickly as possible.