Refund and Return Policy

Your satisfaction and eye health are our top priorities. Please review our policy carefully before placing your order.

Important Health Notice:
The information on this website is for reference only. Always have your eyes examined regularly and follow your eye care professional’s instructions. If you experience pain or discomfort, remove your lenses immediately and consult your professional.

By placing an order, you confirm that you have a valid prescription and have consulted an eye care professional.

Quick Summary

ScenarioTimelineOutcome
Defective lensesNotify within 3 daysExchange only (same product)
Defective eyeglasses/sunglassesNotify within 3 daysExchange only (same model)
Unopened items (non-RX prescription)Notify within 3 daysStore credit (1 year expiry)
Change of mind (opened/used)Not applicableNo return or exchange
Wrong colour/parameters orderedNot applicableNo return or exchange
Custom/made-to-order itemsNot applicableNo cancellation, return, or exchange

1. Defective Items

Contact Lenses
If you believe your lenses are factory defective:

  • Notify us within three (3) days of receiving your order
  • We will exchange them free of charge for the same type, brand, prescription, and colour
  • Return the defective lenses in their original box before we process your replacement
  • We do not issue refunds for defective lenses
  • This policy excludes damage from improper use or mishandling

Eyeglasses & Sunglasses
If you suspect a manufacturing defect:

  • Notify us within three (3) days of receiving your order
  • Upon confirmation, we will replace them free of charge with the same model and prescription
  • We do not issue refunds for defective glasses
  • Normal wear and tear or misuse are not covered

2. Returning Unopened Items

You may return unopened, non-RX prescription items if you meet these conditions:

  • Notify us within three (3) days of receiving your order
  • Return items within seven (7) days of receipt
  • Items must be unopened and in original, factory-sealed packaging
  • Items must be in resalable condition

Approved returns received:
Store credit is valid for one (1) year from the purchase date

Please Note:

  • You cover return shipping costs
  • Use a trackable shipping method
  • We are not liable for lost or damaged return parcels
  • Original transaction fees (e.g., PayPal charges) will be deducted from your store credit

3. Items That Cannot Be Returned or Exchanged

The following items are not eligible for return, refund, or exchange (unless factory defective):

  • Opened or used contact lenses
  • Lenses where you dislike the colour or find the parameters unsuitable
  • Custom lenses, novelty lenses, and made-to-order lenses
  • Prescription eyeglasses and sunglasses (unless defective)
  • Items returned after the 7-day window
  • Items without original packaging or showing signs of use

By ordering, you confirm you have consulted your eye care professional and selected the correct parameters for your eyes.

4. Order Cancellations

TimingCancellation Possible?
Within 1 hour of order placement✅ Yes (if not yet processed)
After 1 hour⚠️ Subject to approval
After the order has shipped❌ No

To cancel or modify your order: Contact us immediately.

Approved Cancellations:

  • Refunds will be processed
  • Any transaction fees (e.g., PayPal charges) will be deducted

Custom and made-to-order lenses:
These cannot be cancelled, returned, or exchanged once ordered.

5. Items Damaged in Transit or Not Delivered

All shipments include a tracking number for your peace of mind.

If your package arrives damaged:

  • Contact us immediately
  • Keep all original packaging
  • We will guide you through the next steps

If your package does not arrive within the estimated timeframe:
Please contact us, and we will investigate promptly.

6. How to Return an Item

Step 1: Contact Us First
Do not return any item without prior approval. Please email or WhatsApp us with:

  • Your order number
  • A clear description of the issue
  • Photos of the damaged/defective item.

📧 Email: [email protected]
📱 WhatsApp: +6011 2529 1660 (Mon–Fri, 11 am – 5 pm)

Step 2: Await Instructions
We will review your request and provide return instructions if approved.

Step 3: Ship Your Return
If approved, send your item to:

CityLens Sdn. Bhd.
No. 7, Jalan Dedap 13,
Taman Johor Jaya,
81100 Johor Bahru, Johor
Malaysia
Phone: +607 2890340

Important:

  • Pack and seal items carefully
  • Use a trackable shipping method
  • Return shipping costs are your responsibility
  • We are not liable for lost or damaged return parcels

7. General Return Conditions

  • Returns are only accepted for items purchased through our online store and delivered in Malaysia
  • Each customer may make one (1) exchange per transaction
  • Refunds are issued as store credit valid for one (1) year
  • No returns or exchanges after seven (7) days from receipt
  • We reserve the right to decline any return request at our discretion

8. Contact Us

Questions about returns or refunds? We are here to help.

📧 Email: [email protected]
📱 WhatsApp: +6011 2529 1660
🕒 Hours: Monday–Friday, 11 am – 5 pm