Unopened and complete
The request begins within 30 calendar days of delivery, and the item remains unused with the blister or vial, product box, labels and seals intact.
KPOP2 RETURNS & EXCHANGES
A clear answer before anything is opened.
Start with the seal, the delivery date and the reason for your request. We’ll help you identify the right next step before you send anything back.
30 daysStandard request window
3 daysProblem-reporting window
5–10 daysRefund processing
3–5 daysExchange processing
01 · QUICK ELIGIBILITY CHECK
Can this item be returned?
Use this as a first check. Customer Care confirms final eligibility after reviewing the order, item condition and supporting information.
Damaged, defective or incorrect
Do not open or wear the lens. Keep the complete packaging and send the order number, affected quantity and clear photos.
Opened or used
Contact lenses that have been opened or used are generally not returnable because they are hygiene-sensitive personal products, except where a verified issue or applicable law requires otherwise.
Custom or final-sale items
Custom-produced prescription lenses, customized items, clearance or final-sale items and promotional gifts are generally excluded unless defective or incorrectly shipped.
PAUSE BEFORE OPENING
If the power, color, model, quantity, seal or package condition does not match your order, photograph it first. Opening the item can change eligibility.
02 · START A REQUEST
Four steps. No guesswork.
Contact KPOP2 before mailing anything. We will confirm whether the request qualifies and provide the current return instructions and address.
- 01
Tell us what happened
Email your order number, affected item and quantity, and a short description of the request.
- 02
Add clear evidence
Show the unopened seal, full label, lot or expiry details where visible, product box and shipping label.
- 03
Wait for authorization
Customer Care will review eligibility and send the Return Authorization and correct return address.
- 04
Follow the instructions
Pack the approved items securely, use trackable shipping and send us the return tracking number.
INCLUDE IN YOUR MESSAGE
A complete first message means a faster review.
- KPOP2 order number
- Product name, power and quantity
- Reason for the request
- Clear product and package photos
03 · REFUNDS, EXCHANGES & COSTS
Review first. Resolution next.
Receipt at the return facility is not the same as approval. The item is inspected first, then the approved refund or replacement is processed.
An approved refund is issued to the original payment method after receipt, inspection and approval. Your bank or card issuer may need additional time to post it.
An approved replacement is generally processed after the returned item is received and inspected, subject to stock availability.
For a verified defective or incorrectly shipped item, KPOP2 may cover reasonable return postage with prior approval and proof of payment.
When KPOP2 caused the issue
We confirm the appropriate replacement, exchange or refund. Approved reasonable return postage may be reimbursed up to USD 25.
When the request is preference-based
Return shipping is customer-paid for change of mind, an ordering mistake or another reason not caused by KPOP2.
Original shipping charges
Outbound shipping is generally non-refundable unless the approved return resulted from a KPOP2 error or verified product issue.
04 · IMPORTANT DETAILS
The cases that need extra care.
International returns and prescription products can involve additional responsibility. These points help prevent avoidable deductions or delays.
Do not use an old address
Wait for the current authorized return address. A parcel sent without authorization may be delayed, refused or ineligible for reimbursement.
International return charges
Carrier fees and customs declarations may apply. For preference-based returns, these costs remain the customer’s responsibility.
Refused or undeliverable orders
When a parcel returns because of refusal, unpaid duties, an incorrect address or failure to collect it, eligible refunds are reviewed after physical return. Round-trip shipping and handling may be deducted.
Prescription parameters
Customers are responsible for selecting the correct power and available parameters. Review the Prescription Verification guide before ordering.
05 · QUICK ANSWERS
Returns FAQ.
Short answers to the questions customers most often need before opening an item or sending a parcel.
Can I return an unopened order?
It may qualify when the request begins within 30 calendar days of delivery and every item remains unused, sealed and complete. Customer Care confirms final eligibility.
Can I return a lens after opening it?
Opened or used contact lenses are generally ineligible because they are hygiene-sensitive personal products. Contact us if you believe the item is defective.
Can I mail the return immediately?
No. Contact KPOP2 first and wait for authorization, the current return address and packing instructions.
Are custom toric lenses returnable?
Custom-produced prescription lenses are generally non-returnable unless they are verified as defective or incorrectly shipped by KPOP2.
What if the power or product is wrong?
Do not open it. Report the issue within 3 calendar days with your order number and clear photos of the sealed product, label and shipping package.
Where will my refund be sent?
An approved refund is issued to the original payment method after the return is received, inspected and approved.
What if the replacement is unavailable?
KPOP2 may offer an appropriate alternative or an eligible refund, depending on the approved resolution and available stock.
Should I discard damaged packaging?
No. Keep the lens, seals, product box and shipping materials until Customer Care completes the review.
READY TO CONTACT US?