Refund policy
At Cambridge Eye Group Store, we carefully select eye care and wellness products with patient safety, quality, and comfort in mind. Because many of our products are used in or around the eyes, we have specific return rules to protect the health and safety of all customers.
Returns
We accept returns within 14 days of delivery for eligible items.
To be eligible for a return, the item must be:
Unused
Unopened
In its original packaging
In the same condition that you received it
Accompanied by proof of purchase
Due to health and safety reasons, we cannot accept returns on opened eye drops, eyelid wipes, contact lens solutions, ointments, supplements, or any product that has been used or had its seal broken.
Non-Returnable Items
The following items are final sale and cannot be returned once opened or used:
Eye drops and artificial tears
Eye ointments
Eyelid wipes, cleansers, sprays, and gels
Contact lens solutions, saline, and lens care products
Supplements and vitamins
Heat masks, cooling masks, and other personal-use items
Contact lens plungers or applicators
Sale, clearance, or promotional items
Eyewear and frames may be returned only if they are unused, unworn, and in original condition. Custom prescription lenses, special orders, or adjusted eyewear are final sale unless there is a defect or error on our part.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If your item is damaged, defective, or if you received the wrong item, please contact us within 7 days of delivery so we can evaluate the issue and make it right.
We may request photos of the item, packaging, or shipping box before approving a replacement or refund.
Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved.
If approved, your refund will be issued to your original payment method. Please allow several business days for your bank or credit card company to process the refund.
Shipping Charges
Original shipping charges are non-refundable unless the return is due to our error, a defective product, or an item damaged in transit.
Customers are responsible for return shipping costs unless the return is due to an error by Cambridge Eye Group Store.
Exchanges
We do not guarantee exchanges, but we are happy to help when possible. If you ordered the wrong product, please contact us promptly and we will let you know whether the item is eligible for return or exchange.
How to Start a Return
To request a return, please contact us at:
Please include:
Your order number
Your name
The item you would like to return
The reason for the return
Photos, if the item arrived damaged, defective, or incorrect
Items sent back without prior approval may not be accepted.
Medical Disclaimer
Products sold by Cambridge Eye Group Store are not a substitute for professional medical advice, diagnosis, or treatment. If you experience eye pain, redness, vision changes, discharge, worsening symptoms, or an allergic reaction, discontinue use and contact your eye doctor or another qualified healthcare provider.