Return and Refund Policy

Thank you for shopping with 【CANDY MAGIC JAPAN】HK & MO - Color Con Shop. Contact lenses are classified as highly regulated personal hygiene and medical optical devices. To safeguard the health, safety, and optical standards of all our customers, we have established the following Return and Refund Policy. Please review these terms carefully prior to completing your purchase:

1. Hygiene Restrictions & Non-Returnable Items

  • Definition of Unsealed/Used Items: A contact lens product is deemed unsealed and used immediately once the tamper-evident seal or outer packaging box is broken/torn, or once the individual foil blister pack seal has been peeled or opened.
  • No Change-of-Mind Returns: Due to strict health, personal hygiene, and medical safety regulations, all contact lenses, once unsealed or used, cannot be returned, exchanged, or refunded for personal preference, incorrect color/style choices, wrong prescription inputs, unmet aesthetic expectations, or base curve misfits, except for verified pre-existing manufacturing defects.
  • Promotional Bundles & Free Gifts: If an order includes threshold gifts, complimentary accessories (such as lens cases or tweezers), or promotional bundle sets, all gifts and accessories must be returned in their original, brand-new, unopened condition in the event of a full refund. If gifts have been unsealed or cannot be returned, their full original retail value will be deducted from the refunded amount.
  • Unauthorized Returns: Do not return any package without prior authorization from our customer care team. Unsolicited parcels sent back without confirmation will be rejected, and we will not be held liable for any loss, delivery failure, or return courier charges incurred.

2. Defective, Damaged, or Incorrect Items (7-Day Exchange Warranty)

Please inspect the style, prescription, and condition of your items immediately upon parcel receipt. Before peeling open the foil blister pack, we strongly advise turning the transparent blister shell upside down and checking through the light to inspect whether the lens is intact, torn, chipped, or containing foreign particles. If a factory defect, severe transit damage, or shipping error is discovered:
  • Notification Period: You must contact our official customer support team within 7 days of parcel delivery.
  • Required Documentation & Lens Retention:
  • Your Order Number
  • Clear photos of the defective lens, blister packaging, outer shipping carton, and courier waybill (video recording of the unboxing process is strongly recommended)
  • Crucial Requirement: You must securely retain the physical defective lens and its original blister pack. If you cannot produce the physical lens or fail to provide it upon request for manufacturer inspection, the exchange request cannot be processed.
  • Exchange Terms: Once verified by our team, we will arrange a one-to-one exchange. Exchanges for defective or incorrect items are strictly limited to brand-new replacements of the identical collection, color variant, and prescription power; changing to different collections or powers is not permitted. All two-way delivery costs incurred due to verified defects or wrong shipments will be fully borne by us.

3. Lens Comfort Guarantee & Quality Investigation

Your eye health is our highest priority. If persistent and unusual ocular discomfort occurs despite following proper wearing and hygiene guidelines:
  • Immediate Action: Remove the lenses immediately and discontinue wear! If discomfort, redness, or irritation persists, please seek medical attention from a registered optometrist or ophthalmologist promptly.
  • Batch Traceability: Contact our customer service team with your Order Number, the Product Item Code, and the Batch Number (LOT NO.) printed on the outer box or foil blister seal. Our dedicated team will retrieve the manufacturer’s original batch production and quality inspection records, an in-depth investigation and provide an appropriate resolution.
(Note: Discomfort arising solely from individual physiological factors, pre-existing eye conditions, or wearing lenses without a proper optical prescription does not qualify for returns or refunds.)

4. Order Cancellations & Modifications

  • In-stock orders are processed and prepared for dispatch within 2 to 5 business days following payment confirmation (or completion of FPS verification).
  • If you need to correct your delivery address or request an order cancellation, you must contact our customer service team immediately.
Once an order has entered warehouse fulfillment or has been handed over to the courier, the order can no longer be intercepted, modified, or canceled.

5. Refund Channels & Timelines

Approved refunds (such as verified defective items that cannot be replaced or unexpected stock shortages) will be processed through your original payment method:
  • Shopify Payments (Credit Cards / Apple Pay / Google Pay / Shop Pay): The approved amount will be refunded directly to your original card or digital account within 3 to 7 business days (actual posting dates depend on your card issuer’s clearing cycles).
  • Faster Payment System (FPS / 轉數快): The approved amount will be transferred directly via FPS to your designated personal bank account within 7 to 14 business days upon confirmation.

6. Official Customer Service Channels

To report a damaged/defective item, request an exchange, or inquire about your order, please reach out via our official support channels:
- Customer Support Email: eshop@candymagic.com.hk
- Customer Support WhatsApp: +852 95630780 (Text messages only)
- Operating Hours: Monday – Friday, 10:00 – 18:00 HKT
(Closed on Saturdays, Sundays, and Hong Kong Statutory Public Holidays)