Refund policy

Returns and Refunds

HADILCHARM BRAND - FZCO ("HADILCHARM", "we", "us", "our") wants you to be delighted with every order placed on hadilcharm.com. This policy explains when an item can be returned, how to arrange a return, and how refunds are issued. It applies to all orders placed through this online store and forms part of our Terms of Service.

1. Return window

You may request a return within 14 calendar days of the date your order is delivered. Requests received after this period cannot be accepted.

2. Condition of returned items

Coloured contact lenses are products that come into direct contact with the eye. For health, hygiene and safety reasons we can only accept a return if all of the following apply:

  • the lens vials, blisters and foil seals are unopened and undamaged, exactly as they left our warehouse;
  • the item is complete and unused, in its original outer packaging, including any inserts, lens case and instruction leaflet;
  • the packaging has not been written on, marked or altered.

Once a lens vial, blister or seal has been opened, the item can no longer be returned, exchanged or refunded — even if the lenses have not been worn. This applies to sealed goods that are unsuitable for return for reasons of health protection and hygiene. It does not affect your rights in respect of faulty, damaged or incorrectly supplied goods, which are covered in section 5.

3. How to request a return

Email contact@hadilcharm.com within the 14-day window and include:

  • your order number;
  • the item or items you wish to return;
  • the reason for the return.

We reply within two business days with a return authorisation and the return address. Please do not send anything back before you have received that authorisation. Unauthorised returns cannot be processed and may be returned to the sender.

4. Return shipping costs

  • Change of mind: you pay the cost of returning the item. We recommend a tracked and insured service; until the parcel reaches us it remains your responsibility, and we cannot refund items that do not arrive.
  • Faulty, damaged or incorrect items: we cover the full cost of the return. We will either send you a prepaid label or reimburse the postage you paid, against a receipt.

5. Damaged, faulty or incorrect items

Please inspect your order as soon as it arrives. If an item is damaged in transit, faulty, or not what you ordered, contact us within 7 calendar days of delivery at contact@hadilcharm.com with your order number and clear photographs of the item and its packaging.

Once we have confirmed the issue you may choose a free replacement or a full refund including the original shipping charge. You will not be asked to pay any return costs.

6. Refunds

We inspect returned items within three business days of receiving them and notify you of the outcome by email. Approved refunds are issued to the original payment method within 14 days of the date we receive the returned item.

The original outbound shipping charge is refunded only where the item was faulty, damaged or incorrectly supplied, or where the whole order was cancelled before dispatch. Your bank or payment provider may take a further 5 to 10 business days to show the credit on your statement. If a refund has not appeared after that time, contact us and we will send you the transaction reference.

7. Cancelling an order

You can cancel an order free of charge at any time before it has been dispatched. Email us as early as possible with your order number; if the parcel has not yet left us, we cancel it and refund the full amount, shipping included. Once an order has been dispatched, the return procedure above applies.

8. Exchanges

We do not operate a direct exchange service. If you would like a different shade, return the eligible item for a refund and place a new order. This is the fastest way to receive the shade you want, as it is not held while a return is in transit.

9. Items that cannot be returned

  • lenses whose vial, blister or seal has been opened;
  • items damaged after delivery through misuse, improper storage or an attempt at self-repair;
  • items returned without a return authorisation, or returned after the 14-day window;
  • gift cards.

10. Customers in the European Union and the United Kingdom

If you are a consumer resident in the EU or the UK, you have a statutory right to withdraw from a distance purchase within 14 days of receiving the goods, without giving a reason. This right does not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons if they have been unsealed after delivery, which is the case for opened lens vials and blisters. Where the right of withdrawal applies, you bear the direct cost of returning the goods, and we refund all payments received from you, including standard outbound delivery, within 14 days of receiving the goods back.

11. Contact

HADILCHARM BRAND - FZCO
Continents Tower, Dubai, United Arab Emirates
Email: contact@hadilcharm.com

Last updated: 24 August 2026