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Return Policy

*Special arrangements of epidemic period


Once the order is submitted, it means that the customer has carefully read, understood and agreed to all the terms of the website.

Please feel free to contact out customer service before purchasing if you have any questions.

Please read, the terms carefully before purchasing.


All orders are non-cancellable and unchangeble. No cash refunds are available under any circumstances (not including out of stock or quality issues).

Before placing an order, customer should carefully check the order content (including but not limited to: contact information/delivery address/degree, style, color and quantity of the product). Once the order is submitted, it cannot be cancelled, changed, split or combined. No cash refunds are available.

When making payment, please transfer the actual amount on the order. If there is an overpayment, there will be no cash refund but only cash dollar credits to your account. *For members only.

If the product has the power choice you need, please choose accordingly. Please do not choose a power at random, and then fill in the degree in the remarks field. The remarks field is only available for sets or contact lenses that require remarks.


About Products
Since the purchased goods are specially ordered from abroad/supplier, there is no refund/exchange after the order is confirmed.

We cannot guarantee the accuracy of the product descriptions, product images, pricing, promotions, availability, ingredients or other information or content on the Website. We reserve the right to correct any errors or inaccuracies on the Website, to change or update information or to cancel orders if any such information is inaccurate. If we cancel any orders after your credit card has been charged, we will issue a credit to your account in the amount charged. Gopop HK Limited reserves the right to cancel any orders that are not in line with our Terms and Conditions


Products are different than expected

The color of the lenses will vary depending on the color of the wearer's pupils. Returns, refund or exchange will not be accepted due to the differenced from the pictures on the website and actual color. Please consider before purchasing.









Exchanges due to wrong delivery

We are very sorry for the inconvenice caused. But if the wrong product arrives (different from the ordered product), please do not unpack it and inform the store of the wrong content, name and phone number. The store will confirm the delivery record and arrange a replacement for you as soon as possible. Please contact our store within 8 days after the goods are delivered.


Please do not open or discard them. Please be aware that if you open or discard it, you will not be able to "exchange".


We will ship the goods according to the information when the buyer places the order. When the customer places the order, they will receive a confirmation email from our company. Please check the order information in the email carefully.


Procedures

  1. Please contact our customer service at (852) 5202 4934 or enquiry@gopopstation.com
  2. The product should be intact. You may also attach the photo(s) and send to us.



After Sales Service

In order to provide our customers with a more assured and satisfying shopping experience, we provide customers with '14-days stocks guaranteed warranty' (Contact lenses only). 

Unless it is product quality problem or out of stock, we will not refund.

We only accept return/exchange if the goods are in new condition, completely packaged, intact and will not affect the second sale.

The expiry date of contact lens products is at least 12 months. If it is less than the expiration date, we will notify the customer before sending it out, otherwise there will be no refund or exchange.




We only accept return/exchange if the goods are in new condition, completely packaged, intact and will not affect the second sale.

Please ensure the purchased products are of correct color, style, basic curve, and power. We do not accept exchange of products due to personal reasons (change of power, wrongly purchase, want to change color, subjective understanding of product specifications, update of packaging, require longer expiry date etc). If customer really wants to exchange  the product, we may consider the case with discretion. However, we will charge HKD30 per 1 box as service charge and customer should bear the shipping fee. Gopopstation has right to refuse exchange of products.

For refunding, refunds will only be refunded according to the payment method when the order was placed. For example, payment by credit card will directly return the payment to the credit card, and payment by PayMe will return the payment directly to PayMe, and cannot be refunded in cash.

If the customer pays more than the original amount of the order, we will only refund to your website account in the form of cash dollar, and will not refund cash.



Return shipping fee

In the event of delivery errors, missing shipments, and obvious damage to the product itself (including but not limited to cracks, impurities, and serious color difference. Does not include subjective opinions, such as discomfort), we will bear the shipping fee. 

Customer may need to pay for the return shipping fee before the quality checking is completed. If it is related to the quality problems, we will return the shipping fee to customer. 

The shipping fee is based on the shipping address at the time when the order is placed.




About Contact Lens Quality and Defective Products

We have always insisted on implementing strict quality management, and usually there will be no quality problems.


Overseas Customer

In case of product quality problems, due to the particularity and conditions of cross-border e-commerce, products with quality problems cannot be returned. We apologize for the situation and will resolve these conditions as soon as possible and strive to bring you a better shopping experience.


Hong Kong Customer

If there are impurities, cracks, etc. on the contact lenses, please stop wearing them immediately, and keep the packaging box and lenses.

We only accept return and exchange applications for contact lens quality problems (including but not limited to cracks, impurities, serious chromatic aberration in the product, excluding subjective opinions of customers, such as discomfort)

Please provide photos and send to our email: enquiry@gopopstation.com or Whatsapp: (852) 5202 4934

Our customer service will contact you to follow up. Products in question should be returned to us for follow-up within 14 days after opening.



Why we need get back the defective products?

Our company is in a serious attitude and being responsible to the customer., we will seriously deal with the return and exchange products. Please return the defective product within 14 days after unpacking. We will not accept any exchange after the period.

The defective product will be returned to the manufacturer or the general agent to verify and destroyed by them (contact lenses and nursing fluids have strict hygiene requirements and are not allowed to be reused). After checking, if it does not related to, include by not limited to structural/defective problems, or is related to human factors, include but not limited to wrong wearing method, wrong cleaning process.etc., refund or exchange will not be accepted.

Before the product is opened, our staff will check carefully before delivery. If there is any defect, we will return it to the supplier and require the manufacturer to undergo checking to ensure that the quality of our products are good and stable.



Description of contact lens quality

Contact lens must go through multiple machine scanning and manual inspection processes, and generally there will be no damage to the lens.


Contact lenses are corneal contact lenses. As long as there are any small damages or gaps, they cannot be worn normally (you cannot wear them for the first time). Wearing them will cause eye discomfort and pain. Continued wearing will seriously damage the cornea.

After a large scale of user surveys and receiving the feedback from the contact lenses wearing consultant of the chain store, 99% of the contact lens damage is caused by not paying attention to the lens sticking to the edge of the contact lens container and screwing the cover when putting the contact lens into it causes the lens to be damaged. Or the contact lens is damaged by the nails of the wearers when they took it off.




Products are damaged when received


Gopopstation will ensure the products are in good and intact condition before delivery. Please contact our customer service at (852) 5202 4934 or enquiry@gopopstation.com. We will help you to deal with the courier.




 


 What should I do if the courier returned my parcel to Gopopstation due to the failure of the delivery?


Any shipment returned to us are considered as "undeliverable shipment". It might be because incorrect shipping addresses was provided, couriers failed to deliver the parcels (including the recipient is unavailable), or unclaimed shipments.

After we have received the undeliverable shipments, we will contact you to rearrange the delivery via email. We will base on the quotation in our website to charge you the shipping fee. No free shipping for all Re-delivery orders. For orders to Hong Kong, we will charge the total amount of the shipping fee.

If you wish to abandon the order, we could arrange to refund 50% of the total amount of the products to you. However, the shipping fee paid for the delivery will not be refunded. 





Can I request for the refund after a rejected to receive the shipment?

If you rejected the parcel with any personal reasons like refusal to pay customs tax or duties, failure to provide requested documents, or other related issues, we will not arrange any  refund or reshipment.

If you rejected the parcel since the package is damaged during the transition, we will not arrange any refund or reshipment, since we have confirmed all the packages are packed properly before they are shipped. 




What should I do if the product of my order is classified as "Prohibited goods"? 

You should contact your local customs organization for the details of prohibited goods. We shall declare our shipments according to their actual content and value. We do not accept any requests about adjusting the declaration content and value of the products.

For any reasons, if the goods in the order are forfeited by the customs, we will not be responsible for any refunds of the order. If the goods need to be resent due to customs clearance failure, the second shipping fee will be borne by the customer.

Buyers shall bear the risk of the delivery. For overseas customers, please check the related contact lenses restriction with the Customs Department before purchase.

 Gopopstation can handle the necessary transportation procedures according to the buyer's request. However, our liability obligation is limited to on-time dispatching. In case of logistics (postal) problems in transit, we will assist the buyer to inquire the delivery agents, we do not provide any compensation to customers. All inquiries and claims will be handled in accordance with the provisions of the delivery agents. The buyer shall not claim compensation until the tracking period has ended. The buyer should verify the delivery notes in which the address and the contact phone number, so as to avoid delay delivery. If you place an order for products shown on the site, your order will be deemed an acceptance of such term of use.


Do I require to bear the custom taxes for my orders?

When you please an order in our website, you are considered as the importer of the purchased products. You might be required to pay customs tax, import duties, goods and services tax (GST), valued-added tax (VAT), or any similar customs-related charges. Customs policies vary in different countries. We do not guarantee or judge any charges of the import is needed. For the information of the customs-related charges, please contact your local customs office directly.

You might also need to pay for other charges like administration or handling fee due to the import tariffs or custom clearance. You are required to bear the relevant cost upon recipient of the shipment.

You must bear all other tax fees charges by the Government, including but not limited to the tariff, import tax, value added tax, service tax, use tax or other related taxes. We do not guarantee or judge any charges of the import is needed. For the information of the customs-related charges, please contact your local customs office directly.




 

What can I do if the delivery is delayed due to some unexpected shipping problems?

In case of unexpected problems, such as customs clearance, delays from the shipping company, we will assist in picking up the parcels as soon as possible. Yet, we are not responsible for any loss or damage caused during transportation.




What if the customer fails to provide complete information and causing an extend of the delivery time?

If the customer needs to provide complete information, including but not limited to providing the power, confirmation of order, full name, ID number and other information, we will contact the customer as soon as possible. But if customer does not reply, which causes an extend of delivery time, failure of delivery, return to the sender or package destruction, etc. We are not responsible for the loss or damage caused in transit and refund will not be accetped.


The parcel is lost, what should I do?


We are not responsible for the loss or damage caused in transit.




I have missed the designated time for picking up, what should I do?

If you do not pick up the goods at the specified time for any personal reasons, we will not arrange a refund for the rejected order shipment.

If you do not come to pick up the goods within ONE month after receiving the arrival notice, we will charge a one-time storage fee of HK$30.

If you do not come to pick up the goods within TWO months after receiving the arrival notice, we will treat it as abandoning the package and destroy it, and no refund will be given.