Refund policy

At QXY Mellon, we care about your shopping experience and want to make our policies clear and transparent. Because contact lenses are personal-use and hygiene-sensitive products, our cancellation, return, and refund policy is subject to the terms below.

Order Cancellation

If you need to cancel an order, please contact us at support@qxymellon.com within 2 hours of placing it.

To help us process your request quickly, please include:

Your order number
The name and contact details used for the purchase
The reason for cancellation

Orders can only be cancelled before they have been processed or prepared for shipment. If your cancellation request is approved, your refund will be issued to the original payment method within 10 business days.

Returns

If your order has already been processed, we may accept a return only if all of the following conditions are met:

You contact us within 14 days of the delivery date shown in the tracking record.
The item is unused, unopened, sealed, and in its original condition.
The product remains in its original packaging and is suitable for resale.
The item is not damaged due to misuse, mishandling, or unauthorized opening.

Because contact lenses are hygiene-sensitive products, we do not accept returns of any item that has been opened, worn, or used, unless the item was received damaged, defective, or incorrect.

How to Request a Return

Before returning any item, please email support@qxymellon.com with the following information:

Your order number
Your full contact details
The item(s) you would like to return
The reason for the return
Clear photos, if the item arrived damaged, defective, or incorrect

Once your request is reviewed, we will provide return instructions if your return is approved.

Return Shipping

If your return request is approved, the item must be sent back within 7 days after our confirmation.

Please do not send any item back without prior approval from our customer service team. Unauthorized returns may not be accepted or refunded.

Unless the return is due to our error, customers are responsible for the shipping cost of returning the item.

Restocking Fee for Non-Defective Returns

Our Australian orders are fulfilled through a third-party warehousing partner. As a result, returns that are not caused by product quality issues — for example, change of mind, ordering the wrong colour or prescription, or other non-defective reasons — could subject to a 5% restocking fee to cover the warehouse's re-shelving, inspection, and handling costs. This fee will be deducted from your refund. Check with our customer service if you are confuse about whether you will be charged

The restocking fee does not apply when:

The item is damaged, defective, or incorrect
The return is caused by an error on our part
You are exercising rights granted under applicable consumer protection laws (including the Australian Consumer Law)

Refunds

Once we receive the returned item, we will inspect it to confirm that it meets our return requirements.

If approved, the refund will be processed within 10 business days to your original payment method.

Please note that the following are generally non-refundable:

Original shipping charges
Customs duties, import taxes, or tariffs
Return shipping costs, unless the return is caused by our error
A 5% restocking fee, where applicable (see "Restocking Fee for Non-Defective Returns" above)

Promotional Gifts and Bundled Offers

If your original order qualified for a free gift or promotional item, and a partial or full return causes the order to no longer meet the conditions of that promotion, the promotional gift must be returned together with the other item(s). If the promotional gift is not returned, its retail value will be deducted from your refund.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at support@qxymellon.com.

Please include your order number and clear photos of the product and packaging. After review, we will provide an appropriate resolution, which may include a replacement, refund, or store credit, depending on the situation.

Partial Returns for Damaged or Defective Items

If only one item (e.g., one box) in your order is affected by packaging damage, a cosmetic defect, or another non-safety issue, we will typically arrange a return, replacement, or refund for that specific item only. The remaining unaffected items in the order are not eligible for return under this claim.

However, if the issue affects an entire order, a full product batch, or raises a product safety concern, we will handle the matter in accordance with applicable consumer protection and product safety laws.