Refunds and Returns

DO CONTACT LENSES HAVE WARRANTY?

All the manufacturers provide warranty for contact lenses, as long as they are in the original vial/packaging. No returns will be accepted and no refunds will be done in case of product violations, such as marking, written or any kind of changes on the original package.

Click here for more information.

 

I DIDN’T LIKE THE COLOR. WHAT CAN I DO?

The pictures of the colored lenses on the website are merely illustrative. They were provided by the manufacturers just to give an idea on how the lenses will look like. The colors may vary from person to person, which Master Vision Lens is not responsible for the final result.
There may be a small variation of color in each batch (lote) made. Master Vision Lens does not have any control over the manufacturing process.
Master Vision Lens cannot issue a refund or send a new pair.

 

I ORDERED THE WRONG PRODUCTS, WHAT SHOULD I DO?


You can email info@mastervisionlens.com to notify that you ordered the wrong products. There are 3 situations that can happen:

When the order has not shipped yet:
we will check whether the order was shipped or not, because the tracking number can take up to 2 business days to be provided by the post office. If the order was not shipped, we will edit it on the invoice. Our order system does not allow to edit the prescription, color and quantity, but we are able to write down on your invoice.

When the order was shipped but not delivered: you can refuse the package when the mail man is going to deliver your order. Once the package arrives at our office, you will be notified and we will order the correct order to the factory. The shipping will be charged to resend the order.

When the order was delivered:
you can send the package back to the following address:

Master Vision Lens
Street: Rua Luiz Andreta, 109 – Atuba
City/State: Colombo/Parana
Brazil
Postal code: 83413-240

The package must be sent as standard shipping and no amount declared. The Brazilian Customs charges high importing taxes and Master Vision Lens will not be able to pay for such taxes. Once the package arrives at our office, we will check if all the lenses are ok. If the lenses were opened, we will not be able to order the correct lenses. If the lenses were not opened, we will order the correct order to the factory. The shipping will be charged to resend the order.
Deadline to notify us: up to 07 (seven) business days from the day the order was received. After this deadline, we will not be able to accept the package and exchange the lenses.

If you decide to cancel the order after receiving the lenses from the factory, we will issue a refund to the same credit card you used. The shipping will be deducted on your refund. Also, it applies to free shipping orders, which the shipping we paid will be deducted on your refund. Deadline to issue a refund: up to 02 (two) business days. The deadline to return the money to your account depends on your card issuer, which it can return on your next credit card statement.
No returns will be accepted and no refunds will be done in case of product violations, such as marking, written or any kind of changes on the original package.

 

I DON’T WANT THE PRODUCT ANYMORE. WHAT SHOULD I DO?

You can email info@mastervisionlens.com to notify that you don’t want the products anymore. There are 3 situations that can happen:

When the order has not shipped yet: we will check whether the order was shipped or not, because the tracking number can take up to 2 business days to be provided after we shipped your order. If the order was not shipped, we will issue a full refund.

When the order was shipped but not delivered:
 you can refuse the package when the mail man is going to deliver your order. Once the package arrives at our office, you will be notified and we will issue a refund. The shipping will be deducted. Also, it applies to free shipping orders, which the shipping we paid will be deducted on your refund.

When the order was delivered: you have up to 07 (seven) business days from the day the order was received. You can send the package back to the following address:

Master Vision Lens
Street: Rua Luiz Andreta, 109 – Atuba
City/State: Colombo/Parana
Brazil
Postal code: 83413-240

The package must be sent as standard shipping and no amount declared. The Brazilian Customs charges high importing taxes and Master Vision Lens will not be able to pay for taxes. Once the package arrives at our office, we will check if all the lenses are ok. If the lenses were opened, we will not be able to proceed with the refund. If the lenses were not opened, we will proceed to refund to the same credit card you used to place the order.
No returns will be accepted and no refunds will be done in case of product violations, such as marking, written or any kind of changes on the original package.
Deadline to issue a refund: up to 02 (two) business days. The deadline to return the money to your account depends on your card issuer, which it can return on your next credit card statement.

 

I HAVE RECEIVED THE WRONG PRODUCTS. WHAT SHOULD I DO?


You have up to 07 (seven) business days from the day the order was delivered to complain about the lenses. You can take pictures of all the items you have received, such as package, packaging, invoice, glass vials or box and send them to info@mastervisionlens.com and tell what product you ordered and received. We will verify the pictures and the order placed in the system. If we detect the order was shipped with the wrong items, we will request to send them back and you will be instructed to ship back the lenses. All the items must be kept. If the items were thrown away, Master Vision lens cannot proceed to ship the correct lenses nor issue a refund.

The toric lenses are made accordingly to the eyeglass prescription and the k.reading provided. The factory might change the prescription for contact lenses. Master Vision Lens does not accept returns for toric lenses, unless the lenses were ordered incorrectly to the factory. In this case, we will request to send the lenses back, in a small packet, no amount declared and ship via standard shipping with the original vials. Without the original vials, we will not be able to do anything.
 
No returns will be accepted and no refunds will be done in case of product violations, such as marking, written or any kind of changes on the original package.
Deadline to issue a refund: up to 02 (two) business days. The deadline to return the money to your account depends on your card issuer, which it can return on your next credit card statement.

 

MY LENSES ARE DEFECTIVE. WHAT CAN I DO?


Before you contact us to complain about the lenses, please clean the lenses carefully and properly and then try to wear them. You can also try to flip over the lenses, because sometimes they come inside out and if you put them on, the lenses can bother your eyes. It applies to toric lenses too.

If you tried to clean the lenses or flip them over and they are still hurting your eyes, please contact us at info@mastervisionlens.com, telling what happened to the lenses, your order number and take a picture of all the items you have received. We will instructed you on how to send the lenses back. We don’t work with return shipping label . Do not ship the items back until we request to do it. All the items must be kept until we request(via email) to send them back for analysis. Besides the items, the factory requires a letter telling what happened to the lenses. If original vials were thrown away, we will not be able to request the items back because the factory does not accept the lenses for analysis without the original vials.

After receiving the items back, you will be notified via email that the lenses were received and they will be forwarded to the factory. The factory can take up to 30 business days for analysis. If the lenses are defective, the factory will send a new pair and you will be notified of their arrival. If the factory does not confirm that the lenses are defective, they will just clean the lenses and they will send the same lenses. In this case, to resend the order, we have to charge the shipping.

You have up to 07 (seven) days
from the day you received the package to complain. After that, Master Vision Lens will not be able to request the lenses back for analysis and proceed to resend the lenses or issue a refund.

Any question? Please email at info@mastervisionlens.com