After-Sales Service

After-Sales Service Time Limit
After-sales service requests must be submitted within 30 days of parcel delivery confirmation. We reserve the right to decline any requests submitted after this period.

Product Receipt & Inspection Procedure

1. Step 1: Inspect the Outer Packaging & Contents
   Upon receiving your order, please do NOT open the outermost cardboard box and its sealing tape. First, check for:

   • Missing items or incorrect items (e.g., discrepancies in color, prescription, model, or quantity compared to your order).

   • If any such issues are found, please take clear photos of the received products and contact your agent or our official IG directly: @augenstern.officialpage. We will arrange a replacement after verification with our supplier.

2. Step 2: Inspect the Product Itself
   After confirming the shipment is correct, you may open the outer packaging. Please inspect the product carefully for:

   • Any cracks, breaks, or scratches on the lenses.

   • Whether the preservation solution has dried up or leaked.

   • Any stains or abnormalities on the lenses.

After-Sales Issue Resolution

• If any damage or issue is found before opening/unsealing the product's primary packaging, we will provide a free after-sales solution.

• Lens damage discovered after opening is generally considered user-inflicted damage.

• Important Notice: If you are concerned that lens damage may occur during or after unsealing, we strongly recommend recording a video of the unboxing and unsealing process as evidence for your after-sales claim. Without such evidence, lens damage found after opening will be deemed user-inflicted.

After-Sales Processing Time
The processing and resolution (e.g., replacement, exchange) for all after-sales requests will take 10 to 20 working days.

售后时限
售后服务申请须在包裹签收后30天内提出。超过此时限，本公司有权不予处理。

收货检查流程

1. 第一步：检查外包装与内容
   收到产品后，请先勿拆开最外层纸质包装盒及封口贴。请检查：

   • 产品是否漏发或错发（例如：颜色、度数、款式、数量与订单不符）。

   • 若发现此类问题，请将收到的产品拍照，发送给您的代理商或直接联系我们的官方IG：@augenstern.officialpage。我们将在与供应商确认后，为您安排补发。

2. 第二步：检查产品本身
   在确认发货无误后，可打开外包装。请仔细检查产品本身，特别是：

   • 镜片有无破损、划痕。

   • 保存液是否干涸或泄漏。

   • 镜片是否有污渍或其他异常。

售后问题处理

• 若在开封前发现任何损坏或问题，我们将提供免费售后服务。

• 若在开封后发现镜片破损，原则上将视为人为损坏。

• 重要提示：如果您担心镜片问题在拆封过程中或之后才显现，我们强烈建议您在拆封时录制视频作为证据，以备售后申请之用。若无此类证据，镜片开封后出现的破损通常视为人为损坏。

售后处理周期
所有售后申请的处理及解决方案（如补发、换货等）需要10至20个工作日。