Sales and Refund Policy

Welcome to (“Site”), owned and operated by The Dry Eye Clinic Ltd (“EyeBag”, “us” or “our”). When you purchase merchandise from our Site, you agree to the terms and conditions of sale set forth below, along with our Terms of Use and Privacy Policy.

Customer Service

Your order is as important to us as it is to you. Our customer service department will be happy to assist you with any queries or issues relating to your order. Please call us at +44 (0)1422 346116 during standard business hours 9am-5pm GMT M-F, and a representative will be in touch with you. Requests made outside of standard weekday business hours will be addressed as soon as possible.

Shipping Locations

We can ship worldwide.

Return Policy

The Dry Eye Clinic may accept returns of merchandise purchased directly from our Site, only when all of the following conditions are satisfied:

  • The merchandise must be received by The Dry Eye Clinic within 30 days of your purchase, no returns will be accepted after this time period;
  • You must provide your Purchase Order number as received when your order was placed through the Site; 
  • Dietary Supplements and other consumable products: Dietary supplements and other consumable product returns are only accepted if it was purchased through our Site for which 75% or more of the product is unused.

If you need to make a return, please call us during normal business hours (9-5 GMT M-F) before sending the merchandise back. You will be asked to provide your Purchase Order number as received when an order was placed on the Site. Once we determine that your merchandise is eligible for return, you will be issued a Return Authorization Number and given instructions on how to complete the process.

All reimbursements will be made to the credit/debit card used for the original purchase. Please allow 5 business days for reimbursements onto your credit/debit card.

Damaged, Lost or Stolen Merchandise

We make every effort to safely secure and ship your order, but understand that, on rare occasion, merchandise can be damaged in transit. If you feel that your order was damaged during delivery, report it immediately and a representative will contact you. We are not responsible for lost or stolen merchandise.

Promotional Items

All sales are FINAL on any promotional items sold on our Site or otherwise distributed by or through any other format,and we will not accept any returns of promotional items for any reimbursement whatsoever.

Order Acceptance

Once we receive your order, we will provide you with an email order confirmation. Your confirmation merely confirms that we have received your order and does not signify our acceptance of your order. The Dry Eye Clinic may refuse or reject any order at any time, and refund you any monies you have paid for the order, for any reason.

In the event of obvious errors on the Site or made in connection with your order, we reserve the right to correct the error and charge you the correct price. In that situation, we will contact you and offer you the option of purchasing the merchandise at the correct price or cancelling your order. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you by email.

You may cancel any order prior to shipment. CANCELLATIONS MUST BE CONFIRMED BY EMAIL. Orders are not considered cancelled until you receive an email confirmation of cancellation from The Dry Eye Clinic. Promotional orders may not be cancelled.

Back Orders

Although every attempt is made to maintain inventory on all of our products, there’s a small chance that supply may not always keep up with demand. In this event, you will receive an email letting you know that your entire order has been cancelled and at that time you will have the option to replace the out of stock item with another product. If you do not choose to purchase the alternative merchandise, we will cancel your order.


Orders are typically shipped within 24 business hours. If an email receipt is not received, contact Customer Service for verification. Be advised that shipping delays sometimes occur with our carrier, and are therefore beyond our control.

Prices & Availability

Prices and availability of all merchandise are subject to change at any time and without notice. We may place a limit on the quantities that may be purchased per order, per account, per credit card, per person, or per household. The display of any merchandise on our Site does not imply or warrant that the merchandise will be available at any time. All orders are subject to availability.

Product Descriptions

We have tried to accurately display the merchandise and attributes of the merchandise on our Site, however, certain weights, measures and similar descriptions are approximate and may vary. Company is not responsible for any variation in product descriptions. Product descriptions, as well as pricing, are subject to change at any time without notice.

Termination of Account

We may, in our sole discretion, terminate your account at any time. You are personally liable for any orders that you place or charges that you incur prior to termination. We reserve the right to change, suspend or discontinue all or any aspects of the Site at any time without prior notice.

Policy Changes

The Dry Eye Clinic reserves the right, at its sole discretion, to change, modify, add or remove portions of this Sales & Refund Policy at any time. All changes are effective immediately when we post them. Each order that you place on our Site will be governed by the Sales & Refund Policy in effect at the time your order is placed. You should review our Sales & Refund Policy regularly to be sure you understand the applicable Sales & Refund Policy.

The use of this Site and purchase of The Dry Eye Clinic merchandise may be subject to additional terms and conditions found at our Terms of Use.