How to return our products

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ACUVUE® returns policy 

Johnson and Johnson Vision Care will accept returned products provided they meet the criteria outlined in our terms and conditions:

Returns made within 28 days of ordering:

  • The product must be sent back in its original, unopened and undamaged package
  • Up to 20 boxes can be returned without authorization (Authorization form required for return of over 20 boxes)
  • Returns will only be credited if they are in saleable condition when received
  • No unopened packaging, labels, tags or other modifications
  • No 30P taken out from a 90P (labeled)
  • Multipacks must be free of stickers, marks or any other type of package alteration
  • Credit will not be issued for any product received beyond the product expiration date or for single lens blisters

Returns made over 28 days of ordering:

  • Boxes over 28 days are not eligible for credit but can only be returned for exchange
  • New exchange order must be made for same amount of boxes
  • Products are exchanged within the same product group*
  • Exchanges can only be made towards a NEW order. Exchanges cannot be made towards orders that were placed prior to the exchange.
  • Exchange order number provided will be checked for valid date

*Product groups for exchanges:

1 Day lenses:

  • 1-DAY ACUVUE® TruEye®, 1-DAY ACUVUE® MOIST®,1-DAY ACUVUE®
  • 1-DAY ACUVUE® MOIST® for ASTIGMATISM

Reusable lenses:

  • ACUVUE® OASYS®, ACUVUE® ADVANCE®, ACUVUE® 2
  • ACUVUE® OASYS® for ASTIGMATISM, ACUVUE® ADVANCE® for ASTIGMATISM

 

Please note: J&J reserves the right to destroy or dispose of any returned items not meeting our criteria for returns

 Returns

 

Exchanges 

In the event that an ACUVUE® multipack is damaged in transit or an incorrect quantity or parameter is shipped to you, Johnson & Johnson Vision Care will facilitate an exchange and send a replacement. This exchange must be of the same ACUVUE® family.

 

Returns process 

To return products within 28 days of ordering, please use the ACUVUE® returns form. For returns after 28 days of ordering, please contact Customer services on telephone 8060 1200 or via email [email protected]. The reason for returning the product must be provided. The form can be obtained from customer services. Johnson & Johnson Vision Care will, upon receipt and inspection of the returned goods, issue a credit based on the original purchase price of the product.