Refund and Return Policy

The material provided on this website is for informational purposes only. Have your eyes examined regularly, and always follow your eye care professional’s instructions for the proper use and care of your contacts. If you experience any pain or discomfort from your contacts, discontinue use immediately and consult your eye care professional. As a contact lens replacement centre, we can only sell you contact lenses that you have a valid prescription for and are already wearing successfully. By placing an order, you are confirming that you have a valid prescription and you have consulted an ophthalmologist or optician or optometrist or any eye care professionals.

Quick Summary

1. Defective Items

Contact Lenses

If you believe your contact lenses are factory defective:

• Notify us within three (3) days of receiving your order

• We will exchange the lenses free of charge for the same type, brand, prescription, and colour

• Defective lenses must be returned to us before we process the replacement

• We do not issue refunds for defective lenses

• This policy does not cover damage caused by improper use or mishandling

Eyeglasses & Sunglasses

If you believe your glasses have a manufacturing defect:

• Notify us within three (3) days of receiving your order

• If our inspection confirms a manufacturing error, we will replace them free of charge with the same model and prescription

• We do not issue refunds for defective glasses

• This policy does not cover normal wear and tear or damage from improper use

2. Returning Unopened Items

You may return unopened, non-prescription items under the following conditions:

• Notify us within three (3) days of receiving your order

• Items must be returned within seven (7) days of receipt

• Items must be unopened and in original, factory-sealed packaging

• Items must be in resalable condition

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

Please Note:

• Return shipping costs are your responsibility

• We recommend using a trackable shipping method

• We are not liable for return parcels lost or damaged in transit

• 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

• Contact 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 that you have consulted your eye care professional and selected the correct parameters for your eyes.

4. Order Cancellations

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 monitoring.

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

📧 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

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’re here to help.

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