Please read our shipping and return policies carefully before placing your order. By completing a purchase on PrimeLens Nepal, you agree to the terms outlined on this page.
Shipping Policy
Delivery Areas
PrimeLens Nepal currently delivers across Nepal. Delivery timelines may vary by location.
| Zone | Estimated Delivery | Charges |
|---|---|---|
| Kathmandu Valley | 1–3 business days | As per checkout |
| Major Cities (Outside Valley) | 3–5 business days | As per checkout |
| Remote/Hilly Areas | 5–10 business days | As per checkout |
Business days exclude Saturdays, public holidays, and bandh days. PrimeLens Nepal is not responsible for delays caused by courier partners, natural events, public disruptions, or force majeure circumstances beyond our control.
Order Processing Time
Orders are processed within 1–2 business days of payment confirmation. During high-demand periods (festivals, sales), processing may take up to 3 business days. You will be notified via SMS or WhatsApp once your order is dispatched.
Risk of Loss
Risk of loss and title for products purchased from PrimeLens Nepal pass to you upon delivery confirmation by the courier. If your parcel is lost in transit, please report it within 7 days of the expected delivery date. We will investigate with the courier and take appropriate action, which may include reshipment or a store credit at our discretion.
Return & Refund Policy
Important Notice: Contact lenses are a health and hygiene product. Opened or used lenses cannot be returned under any circumstances, regardless of the reason. This policy exists to protect all customers from receiving previously handled eye care products.
Return Eligibility by Product Type
| Product | Return Window | Eligible Reasons | Condition |
|---|---|---|---|
| Standard Contact Lenses (Non-coloured, corrective) | 7 Days | Wrong product delivered; expired product delivered | Sealed/Unopened only |
| Colour Contact Lenses | 7 Days | Wrong product delivered; expired product delivered | Sealed/Unopened only |
| Prosthetic Lenses | 7 Days | Wrong product delivered; expired product delivered | Sealed/Unopened only |
| Trial Lenses | No Return | Not applicable | Non-returnable, non-refundable |
| Contact Lens Solutions | No Return | Not applicable | Non-returnable, non-refundable |
Detailed Return Conditions
Standard Contact Lenses (Without Colour)
- Returns are accepted within 7 days of delivery only if you received the wrong product (incorrect brand/power/type as compared to your order) or a product with an expired or soon-to-expire date that was not disclosed at the time of sale.
- The product must be completely sealed and unopened in its original packaging.
- Returns are not accepted for discomfort, personal preference, or if you ordered incorrect parameters yourself.
- Toric / Multifocal Lenses: If you are using toric or multifocal lenses for the first time, a trial lens fitting is mandatory before ordering. For any complaint or return request related to comfort or fit, PrimeLens Nepal will require proof of prior successful use (previous purchase records for the same lens parameters). Returns are not accepted for first-time toric/MF users who have not completed a trial.
Colour Lenses
- Returns accepted within 7 days of delivery only for wrong product delivered or expired date issue.
- Product must be sealed and unopened.
- Returns are not accepted on the basis of colour dissatisfaction, fit discomfort, or personal preference once the packaging is opened.
Prosthetic Lenses
- Returns accepted within 7 days of delivery only for wrong product delivered or expired date issue.
- Product must be sealed and unopened.
- Due to the custom nature of prosthetic lenses, we strongly advise verifying the order details before purchase.
Trial Lenses
Trial lenses are non-returnable and non-refundable under all circumstances.
Contact Lens Solutions
Contact lens solutions are non-returnable and non-refundable under all circumstances due to health and safety reasons.
Customer-Error Orders
If a customer orders the wrong power, wrong brand, or wrong product type and the order has already been shipped, a return shipping / cancellation fee of NPR 150 will be charged. This fee covers courier costs incurred. The product must still be sealed and unopened to be eligible for exchange or store credit (refunds are not provided for customer-error orders).
How to Initiate a Return
Contact Us Within 7 Days
WhatsApp or email us with your order number, a description of the issue, and clear photos of the product (showing the seal intact and the batch/expiry on packaging).
Return Approval
Our team will review your request within 1–2 business days. We will notify you if your return is approved or rejected, with the reason.
Ship the Product Back
If approved, send the product in its original sealed packaging. Return shipping costs are borne by PrimeLens Nepal only if the return is due to our error (wrong/expired product). Customer-error returns attract a NPR 150 fee.
Refund or Replacement
Once received and inspected, we will process a replacement, store credit, or refund (to original payment method) within 5–7 business days.
Non-Returnable Items:
- Any lens with opened/damaged original packaging
- Trial lenses
- Contact lens solutions
- Products returned after 7 days of delivery
- Products damaged due to customer misuse or improper storage
- Orders where power/product was incorrectly entered by the customer (eligible for exchange only, with NPR 150 fee, if unopened)