1. Quality Assurance & Inspection Before Opening

We conduct quality checks before shipment. Please inspect the lenses upon receipt, before opening the individual glass bottle or blister pack seal.

Our lenses are supplied in sealed glass bottles or blister packs. Inspect the lens through the transparent packaging and keep the individual bottle or blister pack seal intact when reporting a suspected lens defect.

Opened or used lenses are not eligible for returns or exchanges under this policy because of hygiene and safety requirements. Lens-defect claims must be reported while the individual bottle or blister pack seal remains intact.

2. Defective, Damaged, Missing or Incorrect Items

If a lens appears defective or damaged inside an unopened glass bottle or blister pack, or your order contains missing or incorrect items, contact us within 48 hours of receiving your order. Do not open or break the individual seal of a lens being reported as defective or damaged.

Record a clear, continuous unboxing video showing the unopened parcel, shipping label and all contents. For a suspected lens defect, also provide a close-up video or photographs clearly showing the suspected defect through the unopened glass bottle or blister pack, where visible.

Provide your order number, date of receipt, product name, colour and lens power, a description of the issue, and the relevant videos or photographs. Retain all affected products, labels and packaging while the claim is reviewed.

3. Claim Review & Exchange Procedure

Our customer service team will review your videos, photographs and order details and may request further information. Submitting a claim does not automatically confirm exchange or refund approval. You are not required to send the item back for claim review or an approved replacement.

Once a defect, damage or fulfilment error is verified, we will arrange an appropriate replacement or other resolution. Replacement availability depends on stock. If the original item is unavailable, we will discuss an alternative or refund, as appropriate.

4. Items & Requests Not Eligible

Change of mind and ordering errors: We do not offer routine returns, exchanges or refunds because you no longer want the item, dislike your purchase, or selected an incorrect colour, lens power, base curve or design.

Fit, comfort and appearance preferences: Lens fit and comfort vary between individuals. Dissatisfaction with colour outcome, diameter, fit or comfort alone does not establish a product defect. Customers should check the product specifications and their prescribed lens requirements before ordering. Suspected defects will be assessed separately.

Opened or used lenses: Lenses with an opened or broken individual bottle or blister pack seal are not eligible for returns or exchanges under this policy.

Customer-caused damage: Claims for damage caused by improper handling, storage, cleaning, use or failure to follow product instructions are not eligible.

5. Refunds & Replacement Orders

Refunds are considered after review of the issue and are not automatically available for every claim. Where a refund is approved, we will confirm the amount, payment method and expected processing arrangements with you.

The time taken for funds to appear depends on the payment provider or bank.

6. Contact Us

WhatsApp: +60 16-442 0305
Email: polkadotz.business@gmail.com
Please include your order number and supporting evidence when contacting us.