Return & Refund Policy
At FreshGo, customer satisfaction and product safety are our top priorities. Due to the hygienic nature of contact lenses, please carefully review our return and refund policy below.
Return Eligibility
We accept returns only under the following conditions:
- The item was received damaged, defective, or incorrect
- The product remains unopened, unused, and in its original sealed packaging
- A return request is submitted within 14 days of delivery
For hygiene and safety reasons, opened or used contact lenses cannot be returned.
Non-Returnable Items
The following items are not eligible for return or refund:
- Opened or used contact lenses
- Products with damaged or missing original packaging
- Orders returned without prior approval
- Items damaged due to improper handling by the customer
Damaged or Incorrect Orders
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery and provide:
- Your order number
- Clear photos of the item and packaging
- A brief description of the issue
Our support team will review the case and provide a suitable resolution as quickly as possible.
Refunds
Once your return is approved and inspected, refunds will be issued to the original payment method.
Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider or bank.
Return Shipping
If the return is due to our error (damaged, defective, or incorrect item), FreshGo will cover the return shipping cost.
For all other approved returns, customers are responsible for return shipping expenses.
Order Cancellation
Orders may be canceled within 12 hours of purchase. Once an order has been processed or shipped, it can no longer be canceled.
Contact Us
If you have any questions regarding returns or refunds, please contact us: