Policy on Exchange and Return
Name : QUEENCONTACTS
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Every product must be examined thoroughly before opening and cannot be returned for exchange once it’s opened. Defects detected after the product’s seal is opened due to cursory examination will be considered as defects caused after opening and usage, and will not be subject to exchanges. Please refer to the following link: Policy on Exchange and Return for defective products
Our contacts are mass produced by their curvature, in a process of in which curvature orders placed by customers are manufactured in an automatized system. Quality Examination is then thoroughly implemented in 3 processes: Factory(manufacture site), Professional Equipments,and naked eye examination. Such levels of discretion minimize the probability of defective products distributed in the market. Most problems within usage happen by the following reasons.
Solutions to problems during usage of contact lenses(Pain, or blurred vision, etc)
1) It is important to distinguish the inner/outer surface of the contacts while wearing.
2) Blurry vision occurs(mostly) from dry eyes.
Customers who have reported defects to the products often fell in the following criteria of misusage.
Please refer to the following instructions to resolve the pain of the eye.
Policy on Exchange and Return for defective products
★When the product is delivered
When the product is delivered, please examine for defects from the exterior of the package before opening the cover of the product with in the specified product exchange period(within 7 days of arrival) and put on the product when no defect is detected.
★Please examine thoroughly before opening package
Our products cannot be returned or exchanged after product seal is opened.
Although Quality Examination is thoroughly implemented in 3 processes in Factory(manufacture site), Professional Equipment, and naked eye examination, some defective products may be distributed in the market, and we require your own discretion in the final product examination before opening the seal of the package.
Upon the opening of the package, we cannot determine whether the defect was caused before or after the usage, and the exchange will never be viable.
★Examining whether the delivered package is the product you ordered
-Please refer to the Order Status to check whether the order you placed meets the curvature you require.
-Examine the condition of the product from the bottom side of the package
-Shake lightly to examine the inner surface of the contacts
-Check whether both pieces(left and right)of the contacts are of the same color.
(Issues regarding factors that cannot be considered as production defaults such as minuscule difference of color, or wrong design cannot be processed under defective product policy. Classification of defective product must be based on the strict standard of whether “the product causes usage issues during wear.”)
When return request has been received within 7 days upon arrival and the company identifies the case as a legitimate product exchange issue, we will contact our customers through email or phone.
Product exchange or return decisions are only accepted upon the arrival of the product and the company’s identification of the issue. When we fail to contact or receive any replies from the customer within 7 working days of the branch, please note that we will consider the return request invalid and will not process the case.
Please note that mailing fees for defective product returns or re-sends will not be covered due to the characteristic of low-price sales operation.
We only guarantee product exchanges to the customers who have abided the aforementioned conditions.
Given that the customer understands and cooperates to the aforementioned conditions, we appreciate your generous understanding required for implementing lower price policies compared to other online markets.
We operate our sales based on understanding that our customers have understood and agreed to the conditions aforementioned.
As a vendor internet commerce, we have always strived to accommodate and respond to to customer requests regarding product quality, and have tried to return defective products even after package seal has been opened for some cases. However, such policies have often caused increased confusion in consumer communication as we could not persuade more customers to examine the product thoroughly before opening and prevent them from encountering defects after the product package has been opened. Our new policy of return has caused confusion to many customers who have gracefully raised their voices on haphazard processing of exchange/return processes.
Hearing out such feedbacks gives us even more passion to set up clearer and stronger rules on exchange and return policy, accepting no exceptions. We promise to implement uniform measures regarding such requests and hope to minimize further confusion regarding product exchange issues, and politely ask you to generously find this new policy acceptable and satisfying.
We apologize deeply for having caused confusion.
※We consider that the defect of the product occurred after the opening of the seal even for the common cases for [no noticeable problem before opening package, but found one after opening the seal].
※We do offer product exchange for defective products but please note that cash return is not viable.
※Product Exchange and Return
1. I can detect color pigments on the surrounding edges of my vision during wear.
This symptom occurs to customers with large pupils or to those entering darkness because the colored portion of the contacts sometimes are placed on top of the pupil. Please note that the issue does not indicate any product defect.
2. Once an issue is found, please contact us through email first.(email@example.com)
We cannot process exchange requests when the product is returned to us before any messages from the customer.
3. When product exchange or return takes place more than 3 times due to customer’s personal situation, further requests may not be accepted.
4. Due to limitation of picture display some listed products may slightly seem different in details in reality.
* instructions to resolve the pain of the eye.
Q: My eyes hurt as soon as wear the lens. Is there a problem with the lenses?
A: Many first time users have reported their concerns about discomfort that they encounter that may arise from wrong wearing methods.
When you wear the lens inside out, the rough surface will cause pain as it moves on your pupils.
The way to distinguish the inner side of the contacts can be found in How to Wear Contacts in the announcement tab. The pain can also be caused by dust on inner surface of the contacts that may remain on the surface of the contacts when you don’t wash your hands thoroughly or wipe your hands with a used towel. If you are a first time user and not very familiar to wearing contacts, repeating wrong methods could cause minuscule damage to the retina and add on the discomfort during wear.
Another cause of pain can also be from dusts in the air. Since repeated wrong tries can cause damage to your eyes, please be thorough in cleansing your hands and wearing the contacts at a single try. Rather than persisting wrong trials, sanitizing the contacts and putting them on at single try after simulating increases your wearing experience. Most of our customers reporting complaints about product quality have resolved their issues through the aforementioned method.
Q: I am experiencing stiff eyes and blurry vision when I wear contacts
A: Blurry visions are mainly caused by dry eyes. Be aware not to use too much saline water drops to resolve the issue, since saline water drops kept at daily usage can be replete with bacteria.
The long usage of contacts may deplete oxygen proportion of the eye and cause blurry vision. The blur will be gone after 2~3 hours after you take out the contacts. When such symptoms arise, please reduce the usage time of your contacts.
Also, it is better to refrain from using personal computer or reading a book while wearing contacts because these activities cause the eyes to dry quickly. For the same reason, wearing contacts may cause discomfort in dry indoors.
Please blink continuously to relieve your dry eyes when you wear contacts. Dry, heated indoors during winter is a perfect place to restrain your dry eyes covered in contacts. During wear, the contacts hinder tears to permeate between your eyes and the contacts and prevent them from lubricating and humidifying your eyes, causing several minor problems.
The blurry lenses with direct contact to the retina may cause discomfort and congested eyes, and the functionality of the retina can be temporarily decreased due to lack of oxygen supply from the tears. Therefore, uncomfortable wearing experience is a natural consequence of dry eyes. We advise you to wear contacts outdoors and cut back the time of your wear when such symptoms arise. Normally beauty contact lenses are mostly manufactured for short-sighted vision, and therefore the symptoms of blurry vision and discomfort can be greater for people with severe astigmatism.
Blurry vision can also be caused by remaining protein or fat particles on the surface of the lens. Taking off the contacts and leaving them without thoroughly cleansing will definitely shorten their durability and also decrease oxygen transparency rate. Most contacts remain at par condition for 10 months if they have been treated with care. We cannot guarantee how long the contacts will last if managed at poor conditions.
Q: On Dislocated Contact Lenses(Hula-Hoop Incident)
A: Hula-Hoop Incidents refer to occasions in which your contacts may be dislocated from your pupils during the wear. Many of these incidents happen when the user unknowingly wear the lenses reversed. For colored contacts and circle lenses, it is difficult to tell inner and outer surfaces apart compared to normal transparent lenses. Therefore, when worn reversed, these contacts tend to move up and down and dislocate from the pupil.
Many first-time users complain about bad experience of Hula-Hoop incidents coming from wrongfully placed contacts. Obviously when worn reversed, contacts will cause discomfort and may even damage the retina. In other words, the Hula-Hoop incidents are results of wrong usage of contacts, not the cause of discomfort in
wearing experience. It is important for users to thoroughly examine the inner/outer surface of the contacts during wear to resolve Hula incidents. Many experienced users who have worn contacts for several years realize that they have been wearing contacts reversed after they encounter Hula incidents.
Moreover, a little movement of the contacts can provide a better condition for the eye, increasing comfort and providing enough space to circulate tears. When the lenses remain firmly on the pupil without movement, the surface of direct contact to the retina can strain the eyes and even cause minuscule damage.
Even transparent contact lenses often display continuous movement if examined closely during wear.
Hula incidents can happen people with small pupil diameter try wearing contacts that display small transparent centers. We cannot answer precisely which products will cause Hula incidens because people’s pupil sizes vary. Even for people with large and protruded eyes can have small pupil dimeter, which causes contacts to move a lot during wear. When the movement becomes excessive, it causes Hula.
Because the of vibrant color of contacts, the movement of the lenses on the surface of your pupils may look more apparent. Regular Circle lenses appear black in general, and the movements of these contacts may be unnoticeable. For those customers who are still bothered by the movements, we recommend choosing products with small diameter and wide transparent centers. The disturbing movement of the contacts will be unnoticeable.
Again, it is perfectly normal for contacts to move slightly on the surface of your pupils. When the lens stay firm without movement in the eye, it can cause dry eyes.
Even just a little bit of tear between the lens and the retina will facilitate oxygen circulation and hydration, which results in more comfortable experience during wear. The more the contacts stay stiffly without movement on the retina, the drier your eyes become.
This is the reason people add artificial teardrops or saline water to moisturize the contacts to replace natural tear, and make the usage more comfortable.
When your eyes run dry, you can move the contacts slightly by adding teardrops to your eyes.
However, the brand-new contacts on first usage may be very moist and also cause them to move more freely during wear. Spending some time during wear may allow the lenses to settle in, and stabilize movement on the surface of the pupil.
When the contacts keep dislocating from the pupils even after for a while, you may have wrongfully revered the surfaces of the contacts during wear.
Q: My eyes hurt and become red when I wear contacts.
A: Instead of defects with the product, these symptoms may arise due to wrong wearing method from lack of experience and dry eyes.
Also, minuscule dust left on the surface of the contacts can cause discomfort and also redden the eyes. Try cleansing the contacts thoroughly and try wearing again.
If red eyes and pain occur 1~2 hours after the wear, the causes can be attributed to dry eyes. Your eyes will have to rest fully when such symptoms occur.
If you feel uncomfortable during wear, it is best to steadily increase the time of the wear in several occasions.
Wearing contacts for long time when your eyes are not used to it can only cause discomfort.
If one individual is the only one undergoing such discomfort, the condition may be caused by the dryness of the eyes.
(xerophthalmia) People who have xerophthalmia must decrease usage time and also utilize artificial teardrops during wear.
In order to keep your eyes moist, blinking consciously also helps greatly.
The eyelids prevent your eyes from drying out and provide humidity while blinking.
People who have xerophthalmia must be cautious in examining his current condition and decide upon the usage time of the contacts.
It is true that xerophthalmia causes discomfort more to the people with the condition compared to others. Using teardrops can alleviate the experience, and they must refrain from long-time usage.
One must also be cautious not to overuse artificial tear.
Warning! One should never use eye drops(not artificial tear) when his/her eyes run dry.
It is better for people to decrease the frequency of wearing contacts during dry seasons, such as fall or winter. Exhausted eyes can easily become drier than one may expect during these seasons.
When your eyes become red, you should take the contacts off and examine for defects of the contacts, damage to the eyes, their condition and dryness in order to find causes.
The redness will fade in about a day after you take off the lenses.
When your eyes are still red and painful, be prompt to consult a professional to receive adequate treatment.
Side Effects from Astigmatism
Even if your prescribed contacts are designed accordingly to your vision, your vision may still be blurry when the axis of contacts is not aligned. When you experience unclear vision wearing these stigmatism contacts, please keep in mind for this cause and examine the contacts and your wearing method. Most cases of blurry vision arise not from wrong prescription but misalignment of axes.
We do not recommend astigmatism contacts for people with dry eyes. Dry eyes cause contacts to firmly stick on the surface of the pupil, and do not rotate: contacts will not change directions freely to enhance vision.
* What causes roll-over(eye pain)?
1. Something in your eyes
If small dust or foreign substance gets in your upper eyelid, your retina receive minuscule damage when you blink.
Source—“I’m experiencing roll-over”, published by Maruyama Ophthalmic Clinic in Toomi town, Takatsuki City, Osaka
2. Infection in ocular conjunctiva that contacts your eye surface and rear of the eyelid
There are several causes of conjunctivitis, and they can roughly be classified as infections(virus or contagion from microorganic contagion), allergies(pollenic, atopy, or direct cause from contact lenses) and exterior damage(scars to retina, dust, or chemicls).
3. Dry Eye
Dry Eye, or xerophthalmia refers to a condition in which one cannot produce enough tears to maintain healthy humidity of the eyes, or experience the unbalanced quality of substances in one’s tears. These conditions cause unbalanced distribution of tears to the surface of pupils and may damage the retina. Besides utilizing eye drops to moisturize the eyes(Drops containing Hyaluronic Acid), an insurance-covered treatment called “Tear Plug” is being carried out widely. The treatment will block lacrimal point using small silicone plug to block the outlet of tears and provide moisture.