Return and Cancellation Policy
Refunds? We've got you covered!
If the need arises, we'll handle it swiftly and smoothly, making sure your experience with us
is as seamless as possible.
We encourage you to review your order carefully before it ships, so
everything is just right!
For any refund requests, please email us at enquiry@pinkyparadise.com.
1. Same-Day Cancellations
Full refund guaranteed for cancellation requests made within the same day of placing your order.
2. Returns & Refunds Request After SHIPPED (100% Refund via Store Credit)
Once your order has been marked as fulfilled or shipped, cancellations are no longer possible, as we are unable to make changes after the package has been handed over to the courier service.
- Please ensure that you have selected the correct item, variations, and prescription, and carefully review the confirmation email upon receipt.
- Kindly make sure that the shipping address provided is accurate and complete.
- If you wish to return a product after delivery, refunds will be issued as store credit only. Refunds to the original payment method are no longer available.
- Upon receiving and inspecting the returned item, 100% store credit will be applied to your account and will be ready for use on your next purchase. Plus, your store credit never expires, giving you the freedom to shop whenever you're ready!
- Pinky Paradise reserves the right to decline store credit refunds for returns that show signs of use or do not meet our return requirements.
For more details, please refer to our Return & Exchange Policy
3. Delivery Issues & Reship Options
If your parcel is returned due to recipient-related reasons (e.g., incorrect or incomplete address, invalid contact information, failed delivery attempts, unclaimed package, or recipient unavailability), you have the following options:
Options:
-
Free Reshipment (After Return)
We will resend your order at no extra cost once the parcel has been returned to our warehouse. [Estimated return timeline: 3-6 months] -
Store Credit Refund Only (Excluding Shipping Fees)
A full refund will be issued in store credit, excluding shipping fees.Refunds to the original payment method are not available. -
Immediate Reshipment (Shipping Fee Required)
You may choose to cover the shipping fee, and we will reship your order promptly as a new shipment.
Timeline & Important Notes:
- Contact us immediately after a failed delivery for a quick store credit refund.
- If the parcel is unclaimed, we will wait for it to be returned and contact you to confirm your preferred option: free reshipment or store credit refund. (Estimated return timeframe: 3-6 months)
Failure to respond within 2 business days of our outreach will result in an automatic issuance of store credit (excluding shipping fees), and the case will be considered closed.
4. Simplified Reshipment for lost packages
If your parcel is lost, simply provide proof of contacting the courier, and we will gladly reship your order with free standard shipping.
- Important note: We cannot be liable for parcels marked as delivered on the tracking website. Hence a refund is not available for lost shipments.
- 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. While refunds aren't available, we'll promptly reship your order free of charge so you receive it safely.
5. Defects & Comfort Guarantee
-
14-Day Window for Defects or Wrong Items
Got a defective item or received the wrong order? No worries! You have 14 days from delivery to reach out, and if it's our or the manufacturer's error, we'll happily send a replacement free of charge. -
30-Day Satisfaction Guarantee for Discomfort
Not comfy with your item? You have 30 days from delivery to let us know. We'll either send you a free replacement or, if approved, give you double the amount paid as store credit. It's your choice!
Free standard shipping applies for replacements.
To request a replacement or store credit, please contact us at enquiry@pinkyparadise.com with any relevant details or photos.
For more details click here: Defect/Discomfort Policy
6. Pre-order your favorite items with confidence!
While these items are uniquely crafted with various production time, we understand that plans may change.
- Since pre-orders are often made to your specifications right away, cancellations will include a 50% adjustment but we'll help you figure out the best option!
- We highly recommend contacting us if you have any doubts before placing a pre-order, so we can assist you and ensure your order is correct.
7. Customs Duty & Taxes (NON-US CUSTOMERS).
-
Customs & Taxes Vary by Country
Please note that customs duties and taxes differ depending on your country, and Pinky Paradise is unable to provide exact amounts for sales tax or customs charges, as each country has its own regulations. -
Charges Determined by Courier
Any applicable costs including import duties, service fees, sales tax, and other handling charges are determined and invoiced separately by the courier upon delivery. -
Free Shipping Does Not Include Taxes
Free shipping promotions on our website do not cover customs duties or taxes. While shipping may be free from Pinky Paradise, you may still be responsible for any charges imposed by your country. -
Rejected or Returned Packages
If a package is rejected or returned due to unpaid taxes, refunds or replacements cannot be processed. We encourage customers to stay informed about potential charges in their delivery location to avoid unexpected costs.
REFUND PROCESSING
- Store credit refunds will be applied to your registered account within 7 days of the request. For guest checkout orders, the store credit will be available under the email provided during purchase Note: All store credit issued never expires and can be used sitewide.
- Card refunds will be issued back to your original payment method and are typically processed within 5-10 working days, depending on your bank, card issuer, or payment gateway.
- All refunds will be provided in US Dollars. However, it's essential to note that Pinky Paradise cannot be held liable for any losses incurred due to currency fluctuations or exchange rates.
- if you haven't received your refund within this timeframe, please contact us at enquiry@pinkyparadise.com for assistance.
Effective Date : 29th January 2026
Date updated
We understand that sometimes things don't work out. If you're not completely satisfied with your purchase, we're here to help with returns and exchanges. To make sure you get the right product the first time and avoid any hassle, feel free to consult us before placing your order.
We're happy to guide you and your satisfaction is our priority!
Here's how it works:
1. Eligibility:
- Exchanges are accepted as long as the product is original, unused, unopened, and sealed, so it can be resold after inspection.
- Free items cannot be returned or exchanged.
- Returns/exchanges request due to dissatisfaction with color, design, or style after use cannot be accepted.
2. Return Window:
- Kindly contact us within 7 days from the date your package is marked as delivered on the tracking website.
- Requests made after this period cannot be processed.
3. Return Authorization:
- Please contact us first at enquiry@pinkyparadise.com to obtain a valid return authorization before sending any item back.
4. Refunds:
- For eligible returns, a 100% refund via store credit is guaranteed.
- Refunds are applied promptly once the returned item passes inspection.
5. Shipping & Costs:
- Customers are responsible for return and resend shipping costs.
- Any additional fees, such as duties or taxes, are also the customer's responsibility.
6. Processing:
- We aim to process exchanges promptly upon receiving your returned item, subject to item availability.
- We may need to decline returns or exchanges if items don't meet the above requirements, so please double-check before sending them.
7. Defects & Comfort Issues:
- For defective products or discomfort complaints, we handle each case individually.
- Simply contact us with photos or details, and we'll prioritize resolving the issue, including replacements or store credit where applicable.
Effective Date : 29th January 2026
Date updated
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:
- Take a photo of the defective or uncomfortable lens as proof. Replacement cannot be processed without a photo.
- Contact us immediately at enquiry@pinkyparadise.com.
- Products showing signs of use may void the replacement policy.
⚠️ Important Notes
- 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.
- All replacements will be shipped via free standard shipping.
- 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.
- 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.
- 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
Product Availability & Order Fulfillment Policy
Order Fulfillment Process
As part of preparing your order:
- We carefully check product availability before shipping.
- Orders are processed on a first-come, first-serve basis to ensure fairness.
- All products are thoroughly inspected to meet our highest quality standards before dispatch.
- Processing Time: Every order is processed within 1-3 business days, excluding weekends and public holidays. Slight delays may occur if an item is out of stock, usually due to delayed customer responses regarding alternatives or confirmations.
Out-of-Stock or Quality Issues
If an item is unavailable or does not meet our standards (e.g., sold out, only 1 unit/pair left, or differences in color, base curve, or diameter due to a different manufacturing batch):
- Our customer service team will contact you promptly via email with alternative options.
Important Notes:
- No Shipping Upgrade: Orders containing out-of-stock items cannot be expedited.
- No Response: If we do not hear from you within 2 business days, the out-of-stock item will be removed from your order, and a refund will be issued.
Out of stock special cases
1. Promotional Items
If the item was purchased at a promotional price (e.g., Buy 1 Get 1) and becomes out of stock:
- If no response or refund request is received, the item will be removed from your order.
- Refund amounts will be adjusted according to the promotion.
- Example: If 50% off applied, the refund will reflect a 50% adjustment.
2. Free Items
- If the out-of-stock item was free, we will issue a 50% coupon code (up to the maximum discount available on our website) as a replacement.
- No refund is available for free items.
Incorrect or Incomplete Order Details:
If we detect issues with your order, such as:
- Shipping option not available or incompatible (e.g., PO Box for express delivery)
- Incomplete or incorrect shipping address
We will contact you promptly via email to confirm the correct details.
If we do not receive a response within business days, we may:
- Downgrade the shipping method to a suitable option,
- Update the shipping option for successful delivery, or
- Cancel the order if we cannot confirm the details.
Upsell Orders Prescription Confirmation:
For upsell orders placed after the original order confirmation, if the order contains items with various prescriptions, we will:
1. Contact you to confirm the correct prescription for each item.
2. If we do not receive a response within 2 business days, we will:
- Randomly select from the options you originally chose, or
- Proceed with a 0/0 prescription if no selection is possible.
Effective Date : 29th January 2026
Date updated
