RETURNS
AND
REFUNDS

At LaBella, we strive to provide our customers with the highest quality products and exceptional customer service. We understand that there may be instances where you need to return or seek a refund for your purchase. This Refund and Return Policy outlines the guidelines and procedures for returns and refunds.

1 - Returns

1.1 Eligibility:

  • You may initiate a return within 15 days from the date of purchase.
  • The contact lenses must be in their original, unopened packaging, with seals intact.
  • Custom-made or prescription lenses cannot be returned.

1.2 Return Process: To initiate a return, please follow these steps:

  • Contact our customer service team through our website or email within 15 days of purchase.
  • Provide your order details, including the order number, your name, and contact information.
  • Explain the reason for the return and provide any relevant details.
  • Our customer service team will guide you through the return process and provide you with a return authorization if applicable.
  • Pack the product securely in its original packaging and send it back to us at the provided address. We recommend using a trackable shipping method for returns. We are not responsible for lost returns if they are not trackable.
  • Once we receive the returned item and verify its condition, we will process your refund.

1.3 Refunds:

  • Refunds will be issued in the original form of payment used for the purchase.
  • If the returned item meets the eligibility criteria, we will process your refund within 5 business days of receiving the returned product.
  • The refund will include the cost of the contact lenses, excluding any shipping charges.
  • Please note that refunds may take additional time to appear in your account, depending on your payment provider.

2 - Exchanges

2.1 Eligibility:

  • Exchanges are only applicable for incorrect products received.
  • Custom-made or prescription lenses cannot be exchanged.

2.2 Exchange Process: To initiate an exchange, please follow these steps:

  • Contact our customer service team through our website or email within 15 days of receiving the product.
  • Provide your order details, including the order number, your name, and contact information.
  • Explain the reason for the exchange and provide any relevant details.
  • Our customer service team will guide you through the exchange process and provide you with an exchange authorization if applicable.
  • Pack the product securely in its original packaging and send it back to us at the provided address. We recommend using a trackable shipping method for exchanges. We are not responsible for lost returns if they are not trackable.
  • Once we receive the exchanged item and verify its condition, we will process the replacement product and ship it to you.

3 - Exceptions

  • For health and safety reasons, we cannot accept returns or exchanges of opened or used contact lenses.
  • Returns or exchanges of custom-made or prescription lenses are not allowed.

4 - Customer Responsibilities

  • It is the customer's responsibility to ensure that they provide accurate prescription details and measurements when ordering prescription contact lenses.
  • Customers should carefully inspect the product upon receipt and report any defects or issues to our customer service team within 48 hours of delivery inorder to benifit from product exchange rights, failing to do so within 48h will not allow you to claim any exchange rights.

5 - Customs Duties

If your order is stopped at the destination country by customs for duties, it is your responsibility to pay the duties imposed by customs authorities. Failure to pay the duties may result in the order being considered abandoned, and no refund or return will be accepted.

Please note that customs policies vary from country to country, and it is essential to familiarize yourself with your country's customs regulations and duties before placing an order. We recommend contacting your local customs office for further information on duties and import taxes.

By placing an order with us, you acknowledge and agree to comply with your country's customs regulations and duties. LaBella is not responsible for any additional charges imposed by customs authorities.

If you have any questions or concerns regarding customs duties or your order's status, please contact our customer service team for assistance.

6 - Order Cancellation

We understand that circumstances may arise where you need to cancel your order. We accept order cancellations, but please note that cancellations can only be made if the order has not been shipped. Once the order has been shipped, it cannot be canceled.

If you wish to cancel your order, please contact our customer service team as soon as possible with your order details. We will make every effort to accommodate your request if the order has not yet been sent out for delivery.

Please note that if the order has already been shipped, it will be treated as a return in accordance with our Refund and Return Policy. We encourage you to review the policy to understand the guidelines and procedures for returns and refunds.

By proceeding with the payment or checkout process, you acknowledge and confirm that you have carefully reviewed and fully accepted our Refund and Return Policy. You understand that certain items or circumstances may be clearly mentioned as non-refundable or non-exchangeable in the policy. Therefore, you agree that you will not raise any claims or disputes with your financial institution, credit card issuer, or PayPal in such cases.

We highly recommend that you thoroughly read and comprehend our Refund and Return Policy before making a purchase. If you have any questions or concerns about the policy or specific items' refundability, please reach out to our customer service team for further clarification.

Your consent and acceptance of our Returns & Refunds Policy signify your understanding and agreement to comply with the stated terms and conditions. We appreciate your understanding and cooperation, and we will continue to provide you with the best service possible.

We reserve the right to amend or modify this Refund and Return Policy at any time without prior notice. It is recommended that you review this policy periodically to stay informed about any updates.

If you have any further questions or require assistance, please contact our customer service team, who will be happy to assist you.

Last Updated: 30 March 2024