Defect & Discomfort Policy

We take great pride in delivering only the highest-quality lenses to our valued customers. While we carefully inspect every product, rare issues like manufacturing defects or discomfort may occur. In such cases, rest assured that we offer FREE RESHIPMENT and STORE CREDITS to resolve the issue and ensure your satisfaction.

Defects

If you notice any defective products within 14 days of delivery, we are happy to assist with replacements. The 14-day period begins from the day the product is marked as delivered on the tracking website.

To help us process your request smoothly, please inspect your items for damage or verify that the color, design, and prescription are correct before opening them.

A product is considered defective if:

  • The item is torn or broken in sealed packaging
  • The item is misshapen in sealed packaging
  • The item is expired in sealed packaging
  • The item is the wrong color, design, or prescription

Note: Damage caused by improper usage or mishandling is not considered defective. Circle lenses, in particular, are soft lenses that must be handled gently.

Discomfort

We always ensure our customers are 100% satisfied with our service and product quality. In rare cases, discomfort may occur. If this happens, contact us immediately at enquiry@pinkyparadise.com.

Discomfort warranty period: up to 30 days from package delivery.

Resolution options:

  • Replacement: Receive the same item once per order (subject to availability) using free standard shipping.
  • Store Credits: If you prefer not to receive a replacement, we will provide store credits equal to double the amount paid, which you can use on your next purchase.

Free Promotional Items

  • Free items received as part of a promotion are eligible for compensation via a 50% coupon toward your next purchase in case of defects or discomfort.
  • Full replacement or refund does not apply to free promotional items.

Missing Items

If your order is incomplete within 7 days of delivery:

  • Provide a photo of all items received, including the pink envelope.
  • Once we review the photo, we will offer either:
    • Free reshipment of the missing item, or
    • Store credit equal to double the amount paid, which you can use on your next purchase

We aim to resolve missing items quickly so you can enjoy your lenses without any hassle!

Wrong Package Received

Recently, we've noticed an increase in cases where packages were switched during transit due to a change in our shipping route to the USA. In these situations, a new courier label may have been incorrectly placed over the original label.

If you receive a wrong package:

  • Check carefully for the original label underneath the courier label.
  • Contact us immediately and include photos so we can get the correct item to you as quickly as possible.

We're here to make sure you receive the right order with minimal hassle!

Fitting & Sight Issues

Issues arising from specialty lenses (e.g., sclera, mesh, tinted, small pupil) are not eligible for return, exchange, replacement, or refund.

  • Our lenses come in fixed sizes as listed in the product description. If size is important for you, please check the base curve and diameter to ensure they match your prescription before placing your order.
  • Some of our lenses are specialty or cosplay-focused (e.g., sclera, mesh, small pupil sizes). These lenses may not match your prescription or size and could affect vision. All relevant information is provided on the product page, so please review it carefully before purchasing.
  • If you're unsure which lens is right for you, we're happy to consult and guide you before purchase. Your safety and satisfaction are our priority!

Lens Color Variations

Please note that the color of our lenses may vary slightly due to:

  • Professional lighting used in product photos
  • Your monitor's brightness or display settings
  • Your natural eye color
  • Lens orientation (sometimes they need to be flipped)

We recommend checking customer reviews with photos on Google or Pinterest, or contacting us for advice before making your purchase. This helps you get the look you want and ensures the best experience with your lenses!

Defect/Discomfort Replacement Process

To ensure a smooth process:

  1. Take a photo of the defective or uncomfortable lens as proof. Replacement cannot be processed without a photo.
  2. Contact us immediately at enquiry@pinkyparadise.com.
  3. Products showing signs of use may void the replacement policy.

โš ๏ธ Important Notes

  1. Replacements, returns, or refunds do not apply if the color, size, design, or prescription does not meet your expectations. Please review your order and prescription carefully.
  2. All replacements will be shipped via free standard shipping.
  3. The disposable period indicates how long the lenses can be safely used. This is not a warranty period, and issues occurring after this period are not covered under our defect or discomfort policies.
  4. Defect claims must be made within the specified time period after delivery. Opening or using lenses after prolonged storage (e.g., several months) does not qualify for replacement or refund.
  5. Claims for items that have been opened or used after the expiration date, or stored beyond the defect reporting period, will not be eligible for replacement or refund.

Effective Date : 29th January 2026
Date updated