Returns & Exchange Policy

Subject to the consumer rights and legal exceptions provided by law, a customer may request an exchange or return within the legally prescribed period if the product remains in its original condition and is eligible for return.

For contact lenses, a return without the presence of a defect requires that the original product packaging remain completely sealed and that the safety seal has not been removed, the packaging has not been opened and the lenses have not been used in any way.

If the original packaging has been opened, its seal has been removed or the lenses have been tried, a return cannot be accepted simply because of:

• Disliking the colour after trying it.
• Wanting to choose a different colour.
• Changing one's mind.
• Discovering that the prescription or size selected by the customer is not suitable.

This applies where the product delivered matches the specifications requested by the customer and contains no defect.

This is due to the hygienic and personal nature of the product and the fact that opened contact lenses cannot be restored to the same hygienic condition they were in before opening.

This restriction does not apply where the product is defective or does not conform to the order.

If the contact lens packaging remains sealed with its original safety seal and has not been used, opened or damaged, the customer may contact us to request an exchange or return within the legally prescribed period.

The product must remain in the same condition in which it was received and must be suitable for safe resale.

Return shipping costs, where applicable, are governed by Egyptian Consumer Protection Law, the rules relating to distance contracts and the Shipping & Delivery Policy published on the website.

The final appearance of coloured contact lenses may vary from one person to another due to factors such as:

• Natural eye colour.
• Lighting.
• Skin tone.
• Photography.
• Mobile phone or computer screen settings.

For this reason, simply not liking the colour after opening and trying the product is not, by itself, considered a defect where the colour and model sent match the order.

However, if a colour different from the one confirmed in the order was sent, this is considered a non-conformity with the order and will be handled under the section relating to an incorrect or non-conforming product.

If the customer selects a particular prescription or size and the product is delivered with the same prescription or size confirmed in the order, the fact that the prescription or size does not suit the customer is not considered a defect in the product.

Lily does not perform eye examinations and does not determine the appropriate medical prescription for the customer. The customer is therefore responsible for confirming the prescription and size that are appropriate for them and is advised to consult an eye doctor or qualified specialist when necessary.

If a prescription or size different from the one confirmed in the order was sent, we will be responsible for correcting the error without charging the customer any additional cost.

If a product is defective or does not conform to the agreed specifications, the customer retains the legal rights provided to them.

Examples may include:

• A defect in the contact lens itself.
• A problem with the packaging or solution that is not caused by misuse by the customer.
• Sending a product, colour, prescription or size different from the one confirmed in the order.

In accordance with the law and depending on the circumstances, the customer may request that the product be exchanged or returned and that its value be refunded without any additional cost to the customer.

Egyptian Consumer Protection Law provides the consumer with rights relating to defective or non-conforming goods within 30 days from the date of receiving the product.

Opening the contact lens packaging does not prevent the customer from submitting a complaint regarding a manufacturing defect, as some defects may not be discoverable until the product has been opened.

If the customer notices a problem that may indicate a defect in the lens, they should stop using it immediately, especially if its use is accompanied by pain, redness, irritation or changes in vision.

Where possible, please keep:

• The lens.
• The original packaging.
• The outer carton.
• Batch information.
• Any parts related to the product.

These should be retained until the complaint has been reviewed.

Opening the product does not automatically mean that the complaint will be accepted or rejected. Each case will be assessed based on the nature of the problem, the available information and the customer's legal rights.

We recommend contacting us as soon as possible after discovering a problem. For visible errors or damage, contacting us preferably within the first 24 hours can help us review the case more quickly.

However, the 24-hour period is not a deadline after which the customer's legal rights regarding a defective or non-conforming product are lost. The legal time periods provided by law remain applicable.

You can contact us through:

Customer Service, Complaints & WhatsApp:

01060760098

Please provide:

• Your order number or the phone number used for the purchase.
• A description of the issue.

Depending on the circumstances, we may request:

• A photo of the product and its packaging.
• A photo showing the colour or prescription information.
• The batch number or expiry date.
• A short video where this would help clarify the issue.

Requesting this information is intended to help speed up the review of the complaint and does not limit the customer's legal rights.

We may request information that helps establish the purchase, such as:

• The order number.
• The registered phone number.
• An invoice or receipt, where available.
• Any other information that enables us to identify the order in our records.

A specific document is not required where the transaction can be established through another method accepted by law.

When we receive a complaint concerning a suspected manufacturing defect, we review the available information, photographs and the product itself, depending on the nature of the case.

Each case is assessed individually.

If a dispute arises regarding the existence of a defect or the right to an exchange or return, the customer retains the right to refer the matter to the Consumer Protection Agency, which may issue a binding decision in matters falling within its legal jurisdiction.

Where the law provides the customer with a right because of a defect or non-conformity, the solution is not necessarily limited to replacing the product.

The customer's request will be handled in accordance with their legal rights and, depending on the circumstances, may include:

• Replacing the product with a conforming product.
• Returning the product and receiving a refund of its value.

The customer will not bear any additional cost where the problem is proven to result from a defect in the product or an error by Lily.

Where the customer is legally entitled to a refund, the amount will be returned using an appropriate method that is consistent with the original payment method and the applicable legal rules.

In cases involving a defective product, the Consumer Protection Agency explains that replacement or refund should be provided without additional cost to the consumer and within the legally prescribed period.

Because our available payment methods include cash, InstaPay and electronic wallets, we may contact the customer to coordinate the appropriate refund method in a manner consistent with the original payment method and the available procedures.

The following are not, by themselves, considered defects in the product where it is established that they resulted from:

• Misuse by the customer.
• Failure to follow storage instructions.
• Using the product after its expiry date.
• Exceeding the recommended period of use for the lenses.
• Sharing lenses with another person.
• Damage to the lens during insertion or removal as a result of use.
• The customer selecting an unsuitable prescription or size where the prescription or size actually delivered was the one requested.

Each case is assessed according to its individual circumstances.

Some users may experience discomfort while wearing a particular type of lens for reasons that are not necessarily caused by a manufacturing defect.

Lily cannot diagnose the cause of pain, redness or irritation.

If any unusual symptom occurs while using the lenses, the customer should stop using them immediately and consult an eye doctor or qualified specialist.

The presence of medical symptoms does not automatically mean that a product defect exists, nor does it automatically mean that no defect exists. A technical complaint concerning the product is assessed independently from any medical evaluation.

If you receive a product different from the one confirmed in your order, such as a difference in:

• Colour.
• Prescription.
• Size.
• Type.
• Quantity.

Please do not open the original product packaging and contact us as soon as possible.

If the error is confirmed to be on our side, we will bear the full cost of correcting it and the customer will not be charged any additional delivery costs.

If the exchange or return is required because of a defect in the product or an error by Lily, we will bear the costs required by law and the customer will not bear any additional cost.

Where a customer withdraws from the purchase of a non-defective product that remains sealed in its original condition, the rules relating to shipping and return costs for distance contracts and the Shipping & Delivery Policy apply, within the limits permitted by law.

Egyptian Consumer Protection Law provides consumers in distance contracts with a right to withdraw within 14 days from receiving the goods, with the consumer bearing shipping and return costs unless otherwise agreed, subject to the legal exceptions that may apply depending on the nature and condition of the product.

If the customer wishes to cancel an order before receiving it, the Shipping & Delivery Policy will apply depending on whether the order is still being prepared or has already been sent out with the delivery representative.

This does not limit any right granted to the consumer under the rules governing distance contracts.

Because of their hygienic nature, contact lenses whose original packaging seal has been removed or which have been used cannot normally be accepted for return merely because the customer has changed their mind or wishes to change the colour, size or prescription, where the product conforms to the order.

This exception is not used to prevent the customer from exercising any rights they may have where the product is defective or non-conforming.

If information indicates that a defect may exist in a product that could affect the health or safety of users, the matter will be handled in accordance with the legally required procedures, including stopping dealings with the product and issuing a report or warning where required.

Egyptian Consumer Protection Law imposes specific obligations on suppliers where they become aware of a defect that may cause harm to the health or safety of consumers.

For any exchange, return request or complaint after receiving your order:

Lily – Original Lily Lenses

Customer Service, Complaints & WhatsApp:

01060760098

Website:

lilylenses.com

Customer Service:

Available throughout the day