Return & Exchange Policy

Cancellation Policy

If you wish to cancel your order for any reason please inform us immediately. Once products are dispatched (typically within 24 hours) we are unable to cancel an order and the customer is directed towards our refund/exchange policy.  

 

Refund and Exchange Policy

If the customer no longer requires the product it is possible to return the item for a refund or exchange for an alternative design within 14 calendar days.  

  1. If a refund is required, we need to be informed within 14 calendar days after the receipt of the order. The order must be then dispatched to us within 14 calendar days after we have been informed of the cancellation.

  2. The returned goods do not need to be in their original packaging however they need to be in a sellable condition (the sterile seals on all items must be fully intact).

  3. Please take care of the goods while they are in your possession. If a sterile seal is broken or damaged we will not be able to issue a refund. This applies to all goods that are returned.

Please return to the address on the reverse of the packaging.

We recommend using a tracked shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and cannot be held liable for lost packages.

If your parcel is undelivered (e.g. due to incorrect address supplied by customer, unclaimed parcels etc.) it will be considered as a standard customer return, as described above. we will issue a refund once we automatically receive the package back (returned to sender). Shipping costs/fees will not be refunded unless we are at fault.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will be applied to your credit card or original method of payment, within 10 working days. 

Sclera reserves the rights not to accept returns or replacements after 14 days from the date the product is received by the customer.

Defect Policy

Goods are returnable or exchangeable if the product arrived defective or damaged. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and defect reported within 14 calendar days of receipt of the goods.

The customer will be required to take a photo of the defective contact/s to proceed with a replacement/refund. Exchange and refund policy is void if the products show any sign of use.

If the damage is caused by poor handling or storage of the product by the customer then a refund will not be issued. However, we may be willing to issue a replacement at a reduced cost. 

In the case of genuine defect, all additional shipping costs will be borne by Sclera 

If the product is found to not be defective on examination, our refund & exchange policy will take effect.

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