Return & Refund Policy

At EYE REP Express, your satisfaction is our priority. We take great care in checking all items before delivery, but if you encounter any issues with your order, please review the guidelines below.

Returns and Refund Eligibility

We accept returns or refunds only under the following conditions:

• You received the wrong item

• The item is damaged or defective upon arrival

• You received an incomplete order

Important:
We do not accept returns or offer refunds due to change of mind, incorrect lens grade provided by the customer, or if the item was used or damaged after delivery.

Non-Returnable Items

Due to hygiene and safety standards, the following items are not eligible for return or refund:

• Contact lenses (opened or sealed)

• Contact lens solutions and eye drops

• Prescription eyeglasses (graded lenses)

• Sale or clearance items

• Gift cards

Reporting an Issue

If your order is damaged, incorrect, or incomplete, please contact us within 3 days of receiving your item by emailing hello@eyerep.ph with the following:

• Order number

• Photos of the item and packaging

• Description of the issue

All claims are reviewed on a case-by-case basis. We reserve the right to approve or deny a refund or exchange request based on inspection.

Refund Process

If your refund is approved:

• It will be processed within 5–10 business days.

• Refunds will be issued to your original payment method.

• For COD transactions, we will coordinate with you directly for the refund method.

Exchanges

Exchanges are allowed only for:

• Wrong item received

• Wrong color or model delivered

All exchange requests are subject to stock availability.

Shipping Costs

Shipping fees are non-refundable unless the return is due to our error. If approved, we will cover the return shipping cost for incorrect or defective items.