Return and Cancellation Policy

We want to ensure complete transparency and a delightful shopping experience for you! All you have to do is email us at enquiry@pinkyparadise.com.

• A FULL REFUND is guaranteed for cancellation requests made within the same day of placing your order.
• Guaranteed partial refund! If you ever need to cancel your order after it has been FULFILLED/SHIPPED, we'll apply a minor 30% fee to cover administration expenses and deduct shipping charges. Once we receive the product back, the remaining balance will be promptly refunded to you.
• Easy Reshipment: Pay Shipping Fee Only! No worries if your parcel gets returned (e.g., due to an incorrect address, unclaimed package, or recipient unavailability) simply reach out to us, cover the shipping fee, and we'll promptly reship your package without waiting for it to return to our HQ.
• Need a refund instead? No problem! We're happy to process it for you. Please note, a 30% fee and shipping charges will apply, and we'll promptly return the remaining balance once we receive the product back.
• Insured shipment service! In the rare event of your parcel being lost in transit, there's no need to worry. Simply email us immediately once you notice the issue, and we will promptly initiate a reshipment of your order to ensure you receive it without any further concerns.
• Hassle-free Reshipment for lost packages, just provide proof of contacting the post office! No worries if your parcel is lost. Although we won't be liable for any loss of the package after it's marked as delivered on the tracking website, we're here to assist. If you file a complaint with the delivery courier and provide us with the report number or proof of contact, we'll gladly reship the lost item for you.
• Free returns and exchanges within 7 days! If, within 7 days of receiving your order, you encounter any issues with the product and it's defective, you can easily return or exchange it. The 7-day grace period starts from the day the product is marked as delivered on the tracking website. For more details click here: Return and Exchange Policy.
• 30-days satisfaction guaranteed: If you experience any discomfort issues, contact us at enquiry@pinkyparadise.com right away. We'll offer a replacement or double the amount you paid as store credit, for the order. Please note, one replacement per order, subject to availability, and it'll be shipped using Free Standard Shipping. For more details click here: Defect/Discomfort Policy
• No tax during checkout! Pay upon delivery. Please be aware that customs duty and other charges will be determined and billed separately by the courier upon parcel delivery. If the package is rejected/returned due to refusal to pay tax charges, unfortunately refunds/replacement won't be processed. We encourage you to stay informed about any potential taxes or charges that may apply in your delivery location to avoid any unwanted surprises.
• Pre-order your Toric lenses with confidence! While these items are uniquely crafted with a production time of 45-60 days, we understand that plans may change. In case of cancellation, a 50% adjustment of the prices may apply.

REFUND PROCESSING

• All refunds will be seamlessly issued back to the original payment method you used at the time of purchase.
• Your refund will always be promptly issued; typically 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 expected time frame has passed, and you haven't received the refund yet, please don't hesitate to contact us at enquiry@pinkyparadise.com or your card issuer/bank for further details.
• All refunds will be provided in US Dollars. However, it's essential to note that Pinkyparadise cannot be held liable for any losses incurred due to currency fluctuations or exchange rates.

We understand that preferences can change. If you're dissatisfied with your purchase, we're happy to help with returns and exchanges. Your satisfaction is our priority!

• We accept exchanges as long as the product is in its original/unused/unopened/and sealed condition, making it re-sellable upon inspection at our side.
• For a smooth return process, please make sure to contact us to obtain a valid return authorization before sending back the item.
• We kindly ask customers to initiate return or exchange requests via enquiry@pinkyparadise.com within 7 days from the date the package is marked as delivered on the tracking website
• We're delighted to offer you free items as a token of appreciation! Please note that, due to their special promotional nature, free items cannot be returned/exchanged/refunded.
• While we cannot accept returns or exchanges due to dissatisfaction with color/design preferences upon use, we're here to help you make informed choices. Our friendly team is available to provide any assistance you need before making a purchase.
• note that customers are responsible for return and resend shipping costs.
• Please note that any additional charges related to an exchange or return, such as shipping costs, duties, and taxes, will be the responsibility of the customer. We aim to process exchange requests promptly upon receiving the returned items, subject to item availability

Kindly reach out to us within 7 days of the grace period if you have any concerns, and we'll be glad to assist you. For product defect/discomfort complaints, rest assured that we handle them on a per-case basis, prioritizing your needs and resolving issues promptly.

Defect

If, within 7 days of receiving your order, you find any defective products, we are more than happy to assist with returns or exchanges. The grace period begins from the day the product is marked as delivered on the tracking website.

To ensure a smooth process, we kindly ask you to inspect the items for any damage or if the color/design/prescription is correct before opening them.

Goods are classified as faulty/defect only when

• Item was torn or broken in SEALED bottle/packaging
• Item was in odd shape in SEALED bottle/packaging
• Item was expired in SEALED bottle/packaging
• 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.

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 up to 30 days upon package delivery.

In cases of discomfort, we offer a hassle-free solution. You can choose a replacement for the same item once per order, subject to availability. Alternatively, if you prefer not to receive a replacement, you can opt for our rewarding loyalty program. We will provide you with reward point's equivalent to double the amount paid for the lenses, allowing you to enjoy your rewards on your next purchase. Please note that replacement will be shipped via your free standard shipping method.

Defect/Discomfort replacement process

• In case of the lens torn/broken/expired/wrong item received/discomfort, kindly take a photo of the lenses as a proof to proceed with a replacement. We are so sorry to inform you that without a photo, replacement will not be processed.
• Please contact us or email to enquiry@pinkyparadise.com or immediately upon finding the defect.
• To facilitate exchanges or refunds for defective products, we conduct thorough inspections. Please note that products showing signs of use may void the policy.

We regret to inform you that replacement, return, or refund is not applicable if the color does not meet your expected preferences or if the prescribed lens does not suit your eyes. It is important to carefully review your order and prescription to ensure a satisfying experience with your purchase.

As part of our order fulfillment process, we carefully check product availability before processing for shipping. Rest assured, we prioritize orders on a first-come, first-serve basis, ensuring a fair and efficient service based on order numbers.

In addition, we conduct a thorough inspection to guarantee that all products meet the highest quality standards before they are shipped 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 promptly contact you through email.

Your satisfaction is our priority, so we'll work closely with you to find the best solution. If no instructions are received within a reasonable time frame, we'll happily dispatch the available items and provide a refund for any canceled out-of-stock items.