Return & Refund Policy

Refund & Return Policy

At HelloLovelyEye, operated by Magiceye Limited, customer satisfaction is our priority.

This Refund & Return Policy explains the conditions and procedures for requesting returns, exchanges, and refunds for purchases made through:

Website: https://hellollovelyeye.com

Please read this policy carefully before placing an order.

1. Company Information

Company Name: Magiceye Limited

Registered Address:
RM D07, 8/F KAI TAK FTY BLDG
NO.99 KING FUK ST
SAN PO KONG
HONG KONG

2. Order Cancellation

We understand that customers may sometimes need to cancel an order.

You may request an order cancellation within 12 hours after placing your order by contacting our customer service team.

Once an order has been processed, packed, or shipped, cancellation requests may no longer be accepted.

3. Return Eligibility

Due to hygiene and safety considerations, opened or used contact lens products cannot be returned or exchanged.

Returns may be accepted under the following conditions:

The product received is incorrect;
The product arrives damaged;
The package contains missing items;
The product has a confirmed quality issue.

To be eligible for a return:

You must contact us within 14 days after receiving your order;
The product must remain unused and unopened;
The original packaging must be intact;
You must provide order details and supporting information, such as photos if required.

4. Non-Returnable Items

The following items are generally not eligible for return:

Opened or used contact lenses;
Products without original packaging;
Products damaged due to improper use;
Items returned without prior approval;
Final sale or clearance items unless there is a confirmed product issue.

5. Return Process

To request a return, please follow these steps:

Contact our customer service team with your order number.
Provide details about the reason for the return.
Provide photos or other supporting information if requested.
Wait for return approval before sending any products back.

Please do not return products without contacting us first. Unauthorized returns may not be accepted.

6. Return Shipping

If the return is caused by our error, such as:

Incorrect item shipped;
Damaged product received;
Confirmed product defect;

HelloLovelyEye will review the case and provide an appropriate solution.

For returns caused by customer preference, incorrect selection, or change of mind, customers may be responsible for return shipping costs.

7. Refund Process

Once we receive and inspect the returned item (if applicable), we will notify you regarding the approval or rejection of your refund.

If your refund is approved:

The refund will be processed to the original payment method;
Processing time depends on your payment provider or financial institution;
It may take several business days for the refund to appear in your account.

Shipping fees, customs fees, or other third-party charges may not be refundable unless required by applicable law.

8. Damaged or Incorrect Orders

If you receive a damaged, incorrect, or incomplete order, please contact us within 14 days of delivery.

Please provide:

Order number;
Description of the issue;
Clear photos of the received product and packaging.

We will review your request and provide a suitable resolution, which may include:

Replacement shipment;
Partial refund;
Full refund.

9. Missing Packages

If tracking information shows that an order has been delivered but you cannot locate your package, please:

Check with household members, neighbors, or building reception;
Contact the local shipping carrier for additional information.

HelloLovelyEye will assist in investigating delivery issues, but we are not responsible for packages confirmed as delivered by the carrier due to circumstances outside our control.

10. Exchanges

We currently do not offer direct exchanges.

If you receive an incorrect or defective product, please contact our customer service team. We will evaluate your request and provide an appropriate solution.

11. Promotional Items and Free Gifts

Items received as free gifts or promotional products may not be eligible for refunds or exchanges separately.

Refunds are calculated based on the actual amount paid and the applicable order conditions.

12. Chargebacks

Before initiating a payment dispute or chargeback, we encourage customers to contact our customer service team first.

We are committed to resolving customer concerns fairly and efficiently.

Unauthorized chargebacks may delay the resolution process.

13. Changes to This Refund Policy

Magiceye Limited reserves the right to update or modify this Refund & Return Policy at any time.

Any changes will become effective immediately after being published on this Website.

14. Governing Law

This Refund & Return Policy and any disputes arising from or relating to refunds, returns, or purchases made through HelloLovelyEye shall be governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region of the People's Republic of China ("Hong Kong").

Any disputes shall be subject to the exclusive jurisdiction of the courts of Hong Kong.

15. Contact Us

If you have any questions regarding this Refund & Return Policy, please contact us:

Company Name:
Magiceye Limited