Desio can only accept returns if the lenses are found to be factory defective. We cannot replace your lenses if you do not like the color or the parameters you have ordered are not suitable for your eyes. When ordering from our online store, you are confirming that you have consulted your Eye Care Specialist.
Defective lenses must be returned before we can exchange them and may only be exchanged for the exact same lens model, color and prescription.
In the case that you receive defective lenses, you must proceed as follows:
- Contact Desio’s Customer Service Department by logging into your account and submit a ticket within seven business days from the receipt of your shipment.
- Return the defective lenses to Desio, including everything that came in the package with your shipment such as the box, blister and labels.
- If you have opened the blisters, place the lenses in a lens case with contact lens solution and return them to us with the box and include the opened blisters.
- Returning defective lenses must be sent within seven business days from the time that the customer initially contacted Desio’s Customer Service Department to report the defect.
If you do not follow the instructions above, WE WILL NOT be able to replace your lenses or issue a refund.
Please note that all refunds will be made in EUR and we will not be liable for any losses incurred as a result of currency fluctuations or exchange rates.
The Manufacturer, Qualimed srl, will examine each lens and check them for protein deposits which indicate whether the lens was used. If there is a scratch or tear on the lens and it was used, the Manufacturer may not replace the lens.
You are requested to inspect the lenses before wearing them as advised in the instruction leaflet sent with your order. Please follow all the instructions in the leaflet on how to clean your lenses before using them.
Shipping charges for returns of defective lenses will be carried by the customer.