Dualens 30 Day Return and Exchange Policy
At Dualens, we want our customers to be completely satisfied with their purchases. If you are not satisfied for any reason, you may return the products within 30 days of receiving your order. All returns will be covered by the customer and can be shipped to 3303 Harbor Blvd. C6, Costa Mesa, CA 92626.
If for any reason you do not like the item i.e. wrong size, wrong color etc., you are eligible for a one-time return (excluding custom 1.67 lenses); however, failure to provide an accurate PD or prescription will void your eligibility for a return. For your refund you are given two options; your choices are either a full refund returned as store credit, or a 50% refund of the item’s value back to your original payment – excluding the cost of shipping and handling, as well as any attached coupon value. Any subsequent return will be subjected to a 50% deduction in the amount refunded in order to cover the shipping and restocking fee.
Clearance items or orders under $10 are considered Final Sale and are ineligible for returns.
Products must be unused, unworn, and in good condition with the original packaging intact.
Contact lenses must be unopened, untampered, and the package must be in its original state.
All promotional items, including free gifts or bundle deals must be returned together.
One Time Exchange:
If you like your frames but would like to switch to another color of the same model (DL#), you are eligible for a one-time exchange (excluding custom 1.67 lenses).
Exchanges can only be made for another color of the same product.
If you have received an incomplete/wrong order or a defective item, we will cover the cost of shipping/handling and you will be given a full refund back to your original payment or in store credit. Incorrectly manufactured lenses are also eligible for a full refund if and only if the lens does not match the prescription listed in your order or has cosmetic damages. If you have selected the wrong prescription by mistake you will be subjected to our standard return policy and will be given either a 100% refund in store credits or a 50% refund on the item’s value - minus the cost of shipping and handling. Your full refund will be sent back to your original payment after our lab verifies the incorrect prescription. Damages must be reported within 7 days from the date you receive your package. Any damage claims after 7 days will not be eligible for a full return.
In the case of any damgaged items during shipping, please contact our customer service department
For any other questions you may have, feel free to call customer services at 1-855-530-2020