Returns & Refunds Policy

1. General Policy

All contact lenses are final sale and cannot be returned for hygienic reasons.

Once an order is paid, it immediately enters our fulfillment queue. We cannot guarantee that cancellations and changes (such as address corrections or product modifications) can be made before shipment.
Customers are fully responsible for verifying their shipping information, prescription power, and product selection prior to checkout.We cannot take responsibility for incorrect information provided by the customer, and no refund or replacement can be issued once the order has shipped.

Refunds or replacements will not be issued for “unwanted” reasons such as:

• Color appearing different than expected

• Lenses appearing too small or too large on your eyes
  (This can vary depending on individual eye conditions like light transmissivity, reflectance, and iris color.)

2. Wrong Item Received

If you receive an incorrect item, please contact our Customer Service team within 7 days of receiving your package.
Include pictures of all the wrong items you received.
Once verified, we will send a replacement free of charge.

We will not accept returns for:

• Lenses slightly moving or not following your iris (may be caused by dryness or an unsuitable lens size)

• Mild discomfort or dryness

• Change of mind

• Lenses damaged due to rough handling

3. Defective Items

We are truly sorry if you receive a defective lens.

If your lens is defective or you experience symptoms beyond mild irritation, contact us at southeastasia@hapakristin.com within 14 days of receiving your order. Please include:

1. A picture of the lot number on the defective item
2. A picture showing your eye symptoms
3. A picture of the defective lens cut in half (to ensure safety and prevent use of faulty contacts)

Once the required photos are reviewed, we will issue a replacement or refund.
⚠️ Do not discard the defective lens until the issue is resolved, as further pictures or information may be required.

4. No Return / Refund Cases

We cannot accept returns or refunds for the following:

• Frozen lenses

• Lenses slightly moving or not following your iris

• Mild discomfort or dryness

• Change of mind

• Slight blurriness

• Color difference from expectations

5. Eye Irritation Information

Eye irritation may occur due to:

• Contaminated contacts (protein deposits or debris can reduce oxygen permeability)

• Dry eyes (use lubricating drops or rest your eyes before wearing contacts)

• Sensitivity to solution ingredients (check with your eye doctor)

• Contaminated solution (always use fresh solution and clean lens cases)

Your safety is our top priority. If you experience severe symptoms, stop wearing the lenses immediately and contact us.

6. Order Cancellations

Once an order is paid, it immediately enters our fulfillment queue. We cannot guarantee that cancellation and changes (such as address corrections or product modifications) can be made before shipment.
Customers are fully responsible for verifying their shipping information, prescription power, and product selection prior to checkout.

If you wish to cancel or amend your order, please contact us immediately. While we will do our best to assist, we do not offer refunds, exchanges, or replacements for mistakes caused by incorrect information submitted by the customer.

Refunds, exchanges, or replacements are only available in cases of defective, damaged, or incorrect items sent due to our error.