Last updated as of 11July, 2023.
Our policy lasts 5 business days after receiving the parcel. If 5 business days have gone by since you received the lenses, unfortunately we can’t offer you a refund or exchange/replacement.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging if not we cannot refund or exchange/replace lenses.
Contact lenses CAN ONLY be returned and refunded if the packaging is NOT OPENED since they are medical goods.
The shipping cost of the “return item” will be covered by customer (within Australia) however, for International Returns, it should be sent as tracked package and the shipping cost will be covered by the customer. Cancellation/ Order Change Request after it has been shipped will be considered as a return and the customer will cover the expenses of sending back the item.
It is your duty to update us whether you can or you cannot receive or pick up the item from the courier. We can only do maxed of 1 attempts in sending. Please keep in mind that you will be in charge on the 2nd and so on delivery attempt.
We can only replace any contact lens from ballallovesbrownies.com if provided an email of confirmation from us if the product has manufacture defect without opening the product.
The lenses are packed in a transparent packaging so please look through before opening.
Once the item is proven with manufacture damage and confirmed by ballallovesbrownies.com, we will replace the same item with the same colour that you ordered. NO EXEMPTION.
We cannot refund/exchange or replace lenses if a customer changes their mind about the colour.
Please do extensive research online before purchasing.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
We won’t accept “ripped” or “damaged” lenses as return/refunds when you have opened and used them.
Make sure you check upon opening the glass vials PRIOR to opening to see it they are in the right condition. (We always check our products before sending them out).
CHECK THE CONTACT LENS FIRST BEFORE YOU OPEN THE PLASTIC VIAL
We have people not being careful and ripping them and expecting a refund/exchange.
That WILL NOT be applicable UNLESS on the condition they are still in the
PLASTIC PACKAGING UNOPENED.
We will have them replace for you if it is in the condition that mentioned above. Other than that, we expect you to make sure you handle them with care.
Disclaimer: The packaging of sealed products are your proof of purchase, please keep them and show us when you will file refund, returns or complaint.
Please before you email us for a return or a replacement, give your lenses a thorough clean (if they aren’t defective/ripped) because we actually want to explain to you the process that the manufacturer take is, we get the customer to take pictures of the lenses itself, and then you will need to take picture on the codes and barcodes as stated in our return policy.
Then we wait for the approval on the images from manufacturer (which can take months), and then have you send it to Brisbane with a letter in stated what is wrong with them.
They will come back and take examination and if they are defective they will be replace, if they are not and see that it’s just not clean properly, they will just clean them and send that back to you.