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 or Damaged Products

Defective Contact Lenses
If you believe your contact lenses are factory defective, the following terms apply:

  • You must notify us within three (3) days of receiving your order.
  • We will exchange the defective lenses at no charge for the same type, brand, prescription, and colour.
  • Before we process your replacement, you must return the defective lenses in their original box.
  • Refunds are not issued for defective lenses.
  • This policy does not cover damage resulting from improper use or mishandling.

Defective Eyeglasses & Sunglasses
If you believe your item has a manufacturing defect:

  • Notify us within three (3) days of receiving the products.
  • Once the defect is verified, we will provide a free replacement of the same eyeglasses or lenses, matching the original model and prescription.
  • Refunds are not issued for defective eyeglasses or lenses.
  • This policy does not cover normal wear and tear or damage caused by misuse.

By making a purchase, you agree to these terms, which form part of our Refund and Return Policy.

2. Returns for Unopened Items

You may return unopened, non-RX custom-made items if the following conditions are met:

  1. Notify us within three (3) days of receiving your order.
  2. Return the item within seven (7) days from the date of receipt.
  3. Items must be unopened, in their original factory-sealed packaging, and in resalable condition.

For approved returns:

  • Store credit will be issued and is valid for one (1) year from the purchase date.

Please Note:

  • Return shipping costs are the customer’s responsibility.
  • We recommend using a trackable shipping method.
  • We are not responsible for lost or damaged return shipments.
  • Any original transaction fees (e.g., PayPal charges) will be deducted from the store credit.

3. Non-Returnable & Non-Exchangeable Items

The following items cannot be returned, refunded, or exchanged (except in cases of factory defects):

  • Opened or used contact lenses
  • Lenses that do not meet your colour preferences or specifications
  • Custom lenses, novelty lenses, and made-to-order lenses
  • Prescription eyeglasses and sunglasses (unless defective)
  • Items returned beyond the 7-day return window
  • Items lacking original packaging or exhibiting 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 Received

All shipments come with a tracking number for your peace of mind.

If your package arrives damaged:

  1. Contact us immediately.
  2. Keep all original packaging.
  3. We will guide you through the next steps to resolve the issue.

If your package does not arrive within the estimated delivery time:

Please contact us, and we will investigate the matter promptly to ensure a resolution.

6. How to Return an Item

Step 1: Contact Us First
Please do not return any item without prior approval. Contact us via email or WhatsApp with the following details:

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

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

Step 2: Await Instructions
Once we receive your request, we will review it and provide return instructions if your request is approved.

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

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

Important Notes:

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

7. General Return Guidelines

  • Returns are accepted only for items purchased through our online store and delivered within Malaysia.
  • Each customer is allowed one (1) exchange per transaction.
  • Refunds are provided as store credit, valid for one (1) year from the date of issue.
  • Returns or exchanges must be requested within seven (7) days of receipt.
  • We reserve the right to refuse any return or exchange 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