Thank you for choosing Ninine Colored Contact Lenses. To ensure a fair and transparent shopping experience, please take a moment to review our after-sales policy and return process before submitting any request.

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I. After-Sales Policy Overview

1. Service Validity Period

– Each order is eligible for after-sales support within 14 calendar days from the delivery confirmation date.
– Only one after-sales request can be processed per order.

2. Eligible Situations for After-Sales Support

You may submit a claim if you encounter any of the following:

– Product quality defects: including but not limited to torn lenses, deformed or shrunken lenses, incomplete packaging, or visible manufacturing flaws.
– Incorrect or missing items: The product received does not match your order details (e.g., wrong color, power, or design).

3. Non-Eligible Situations

Claims will not be accepted under the following circumstances:

– Change of mind or personal preference issues (e.g., dissatisfaction with color, style, or wearing effect).
– Products that have been opened, used, or have damaged/missing packaging that affects resale.
– Issues caused by failure to follow proper wearing, storage, or lens care instructions.
– Requests submitted beyond the 14-day service window.

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II. Return and Refund Procedure

Step 1: Submit a Request

– If you identify an issue, please email our after-sales team as soon as possible at: support@99ninine.com.
– Your email must include: Order Number, Customer Name, Detailed Description of the Issue, and clear photos or video showing the defect or error.
– Do not return any item before contacting us. Returns sent without prior confirmation will not be processed.

Step 2: Review and Confirmation

– A specialist will respond to your email within 24 hours (business days) with the review outcome.
– If the issue is confirmed as a quality defect or shipping error, we will provide the return address and handling instructions via email.

Step 3: Ship the Item Back

– Please return the item in its original packaging, including outer box, labels, sealed blister packs, and any accessories.
– We recommend using a traceable shipping method for the return. Return shipping costs are your responsibility.
– Once shipped, kindly share the tracking number with us so we can monitor delivery status.

Step 4: Refund Processing

– After we receive and inspect the returned item(s), your refund will be initiated within 3–7 business days.
– The refund will be issued to the original payment method used at checkout. The actual crediting time depends on your payment provider’s policies.

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III. Important Reminders

1. Unboxing Video Recommended

We strongly suggest recording a complete unboxing video when you receive your package. Clear footage of the item in its original state can serve as critical evidence in the after-sales review process.

2. Keep All Original Materials

Until your after-sales case is resolved, please retain all original components, including lenses, inner and outer packaging, labels, and any related accessories. These are essential for our investigation.

3. Color Variation Disclaimer

Slight differences between the actual product and website images may occur due to screen calibration, individual natural eye color, lighting conditions, and makeup. Such variations are normal and do not constitute a product defect.

4. What to Do If Discomfort Occurs

If you experience irritation or dryness while wearing the lenses, remove them immediately. You may soak the lenses in fresh contact lens solution and check if they are inside-out. If discomfort persists, please consult an eye care professional promptly.

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IV. Contact Our After-Sales Team

After-Sales Email: support@99ninine.com
 (Weekdays, 9:00 AM – 6:00 PM)

Response Commitment: All after-sales emails will be replied to within 24 hours on business days. Responses may be delayed during public holidays—we appreciate your patience.

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Our Promise to You

At Ninine, we are dedicated to delivering safe, high-quality colored contact lenses and a shopping experience you can trust—from checkout to everyday wear.

Thank you for choosing us. Your eyes deserve nothing less.