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Cancellations and Returns

We offer returns or exchanges within 7 days after receiving the product if you found following problems about the products and needed to be changed.

  • The color, prescription or quantity of items are different from ordered
  • The lenses are defective or damaged
We do not accept returns or exchanges in the following cases
  • The product is returned more than 7 days after receipt.
  • The damage on the lenses caused by the customers’ usage
  • The damage merely on the package (but not on the lenses) 

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.


If you need to exchange it for the same item, send us an email at and send your item to: 

Naturali Hong Kong Ltd.
29/F, The Gateway, Tower 5,
15 Canton Road,
Tsim Sha Tsui, Hong Kong


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

In the case of refunds that will be completed by bank transfer, please kindly note that any bank/credit card transaction costs shall be bear by customers.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at


To return your product, you should mail your product to:

Naturali Hong Kong Ltd.
29/F, The Gateway, Tower 5,
15 Canton Road,
Tsim Sha Tsui, Hong Kong

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


Please kindly understand that you may only be able to cancel an item or the entire order online when your parcel has not been shipped. As your account page may not be able to reflect the latest order status, please contact us for more information if you would like to cancel your order.