Return and Cancellation Policy

Refund & Cancellation Policy

• If you wish to cancel your order after payment is made due to any reasons, kindly inform us immediately by email to enquiry@pinkyparadise.com. Please note that, 10% administration fees of your amount purchased will be imposed.
• Once order status changes to FULFILLED, and you wish to cancel your order, 30% administration fees will be imposed and shipping is non-refundable. Refunds will be processed only after the product returns to us.
• If your parcel is returned due to (incorrect address given by the customer, unclaimed parcels, consignee unavailable upon attempted delivery) and a refund request is made, we will impose 30% administration fees of your total order value and deduct the shipping charges, and refund you the remaining amount.
• If a parcel is returned due to the consignee rejecting the package and refusing to pay for tax charges,kindly be informed that NO REFUND will be made.
• For Pre-order items such as Toric lenses (45-60 days production time), cancellation of the products will result in a 50% forfeit of the prices.
• Once the package status is shown as "delivered" on the tracking website, we will not be liable for any loss of the package.

All refunds will be issued based on the payment method used at the time of purchase.

Refund usually takes 5-10 working days to appear on your bank statement due to varying processing times between banks, card issuers, and payment gateways.

If the standard time frame as mentioned above has passed and you still have not received the refund, please contact us or your card issuer/bank for more information.

All refunds will be made in US Dollars and Pinkyparadise will not be liable for any losses incurred as a result of currency fluctuations or exchange rates.

Returns & Exchange Policy

Return and exchange are applicable under the following condition:

• Exchange is possible, only when the product condition is still re-sellable upon inspection at our side. [original/ unused/ unopened/ sealed condition]
• The customer must contact us before returning an item. We will not accept returned items without a valid return authorization from us.
• Requests to return or exchange must be emailed to us within 7 days from the day the package is marked as delivered on the tracking website.
• Free items cannot be returned or exchanged. No refunds are available for items that fall under this category.
• We do not accept return or exchange due to: Dissatisfaction with color/design/size preferences upon use.
• Return and resend shipping cost is borne by customers.
• Any extra charges incurred in an exchange or return (e.g. shipping cost, duties, and taxes) shall be borne by the customer. This includes the requirement to pay the additional re-shipping fee. We will process the exchange request as soon as we receive the returned items but still subject to the availability of the item.

Pinkyparadise reserves the right not to entertain any complaints filed after 7 days of the grace period. Other than that, the product defect complaints will be handled on a per-case basis.

See more on our Return & Exchange policy.

Defect/ Discomfort Policy

1. Defect

   Goods received within 7 days are returnable or exchangeable if and only if the products are defective. The first day of the grace period starts from the day of the product shipment marked as delivered on the tracking website. Please check if the items are damaged or with the wrong color/design/prescription before you open them.
   Goods are classified as faulty/defect IF AND ONLY IF
   
   1. Item was torn or broken in SEALED bottle/packaging
   2. Item was in odd shape in SEALED bottle/packaging
   3. Item was expired in SEALED bottle/packaging
   4. Item was in a wrong color/design/prescription.
   Please note that items that are damaged as a result of improper usage and mishandling by the customers are not considered to be faulty/defective. Especially for our circle lenses, please be informed that these are soft lenses that MUST be handled gently.

2. Discomfort

   We always ensure our customers are 100% satisfied with our service and product quality. In such, rare cases like discomfort might also happen. If this occurs, immediately contact us at enquiry@pinkyparadise.com.
   The after-sale warranty period for discomfort is 30 days upon package delivery.
   
   We will offer a replacement as compensation for discomfort cases. Please be noted that we can only replace it for the same item once per order, subject to availability. You will receive a full refund if the item cannot be replaced. Replacement will be shipped via your original shipping method.

3. Defect/Discomfort replacement process

   1. In case of the lens torn/broken/expired/wrong item received/discomfort, the customer must take a photo of the lenses as a proof to proceed with a replacement. Without a photo, there will be no replacement.
   2. Email to enquiry@pinkyparadise.com immediately upon finding the defect.
   3. Returned defective products will be inspected thoroughly. The exchangeable or refundable policy is void if the products show any sign of use.
   
   Replacement, return or refund is not applicable if the color is not what you expect/want when the product is correct or the prescription you have ordered is not suitable for your eyes.

Product availability

As part of our order fulfillment process, we verify the product availability of the order before the processing for shipping and this will be done on a first come first serve basis (based on order number).

This process also consists of a very thorough inspection to ensure products are in Top Quality condition before we ship out.

If an item is out of stock upon processing [conditions are sold out, 1 unit left, 1pair left OR lenses are not in a good quality condition (color difference, base curve difference, diameter difference due to different batch of manufacturing)] our customer service representative will contact you through email. At our sole discretion, we will cancel the out-of-stock item and dispatch the rest of your order if no instruction is received from customers within a reasonable time frame. A refund will be provided for any cancellation due to being out of stock.