Terms & Conditions

1. About Us

CityLens Sdn. Bhd. (“we,” “us,” or “our”) is a private limited company incorporated in Malaysia on 19 December 1990 under the Companies Act, 1965.

2. Definitions

In these Terms & Conditions:

3. Your Status and Responsibilities

3.1 Eligibility to Purchase:

• By placing an order through our Site, you confirm that you are at least 18 years old.
• By purchasing prescription contact lenses, you confirm that you have a valid and current prescription issued by a licensed eye care professional and that the prescription information provided is accurate and complete. We reserve the right to request prescription verification before processing any order.

3.2 Important Medical Disclaimer:
You must consult a qualified eye care professional before purchasing prescription glasses or contact lenses. We require a valid prescription for all prescription products. You acknowledge that failing to obtain proper professional advice before ordering is solely your responsibility.

3.3 Contact Lens Safety Disclaimer:
Contact lenses are medical devices. Improper use may result in eye irritation, infection, injury, or vision impairment. Customers must follow all manufacturer instructions and the advice of their eye care professional. Discontinue use immediately and seek professional medical advice if discomfort, redness, irritation, or vision changes occur.

3.4 Safe Usage:
You agree to use all products strictly in accordance with the manufacturer’s instructions.

3.5 Limitation of Liability for Misuse:
To the fullest extent permitted by applicable law, we shall not be liable for damages arising from misuse of products, failure to follow professional advice, failure to comply with manufacturer instructions, or use of products contrary to their intended purpose.

4. How a Contract Is Formed

4.1 Placing an Order
When you select a Product and proceed to checkout, you will see the total charges, including applicable taxes and delivery fees. By submitting your Order, you make an offer to purchase the Product subject to these Terms & Conditions.

4.2 Order Confirmation
We may acknowledge receipt of your Order by email. This acknowledgement is not an acceptance of your Order. A legally binding Contract is formed only when we send you a “Your Order Has Been Shipped” confirmation email.

4.3 Pricing Accuracy
We strive for accurate pricing. If we discover an error in the price of your Order before acceptance, we will contact you to confirm whether you wish to proceed at the corrected price.

4.4 Right to Refuse
We reserve the right to refuse any Order for any reason, including product unavailability or payment verification concerns.

4.5 Payment
Full payment is required at the time of ordering. We accept payment via credit/debit card, PayPal, and other methods displayed at checkout. You confirm that the payment method you use is your own.

4.6 Order Cancellation and Modifications

• Important Note on Pre-Orders:
  Some products—including multifocal, astigmatism, and high-power lenses—are available on a pre-order basis. These items require longer delivery times:
  Standard pre-order delivery: 8–12 weeks
  Potential delays beyond 12 weeks may occur due to supplier stock availability or unforeseen circumstances
  We recommend contacting us before placing your order to confirm current availability.

• Cancellation Window
  You may cancel or modify your order within one (1) hour of placement, provided we have not yet processed your order for shipment. To cancel or modify, please contact us immediately.

• After One Hour
  Cancellation requests received after the one-hour window are subject to our review and approval. We will assess each request on a case-by-case basis.

• Approved Cancellations
  If we approve your cancellation request:
  We will process a refund
  Any transaction fees incurred (e.g., PayPal charges) will be deducted from your refund amount

• Orders Already Shipped
  Once your order has been shipped, we cannot cancel or modify it.

• Custom and Made-to-Order Lenses
  Please note: Custom lenses, novelty lenses, and made-to-order lenses cannot be cancelled, returned, or exchanged once your order has been received.

5. Delivery

5.1 Delivery Timeframe
We will deliver the products to the address provided in your Order. Delivery timeframes vary depending on product availability:

5.2 Updates on Delays
We monitor all orders closely. If we anticipate a significant delay beyond the estimated timeframe, we will notify you by email or phone as soon as possible. You may also contact us at any time to check your order status.

5.3 Limitation of Liability
To the extent permitted by law, we shall not be liable for any losses, costs, or expenses arising from delayed delivery, including delays beyond our estimated timeframe.

5.4 Delivery Confirmation and Signatures
You may be required to sign for delivery. Please inspect the package for visible damage before signing. Keep your delivery receipt for future reference.

5.5 Missed Delivery
If you are unavailable to accept delivery, the carrier will leave instructions for re-delivery or collection. If you fail to accept delivery within three (3) days of our first attempt, we may:
Charge reasonable storage fees and delivery rescheduling costs
Cancel the Contract and refund your payment, less any reasonable administration and return shipping costs (which will be borne by you)

5.6 Risk Transfer
All risk in the Product passes to you upon delivery.

6. International Orders

6.1 Duties and Taxes
Your Order may be subject to import duties, taxes, and customs clearance fees imposed by your country. These charges are your sole responsibility. We cannot predict or control these fees—please contact your local customs office for information.

6.2 Customs Compliance
You are responsible for ensuring compliance with your country’s import/export laws. We are not liable if goods are confiscated, detained, or delayed by customs authorities.

6.3 Declared Value
By law, we must declare the full purchase price on all shipments. We cannot alter this amount.

6.4 Refused Shipments
If you refuse a shipment, you are responsible for original shipping charges, any import fees incurred, and return shipping costs to Malaysia.

7. Product Availability and Cancellation

7.1 Out of Stock
If a Product becomes unavailable after you order, we will notify you and issue a full refund.

7.2 Cancellation by You
To request cancellation, contact our Customer Service team. If cancellation is permitted, any transaction fees (e.g., PayPal charges) will be deducted from your refund.

7.3 Custom and Made-to-Order Lenses
Custom, novelty, and made-to-order lenses cannot be cancelled, returned, or exchanged once we have received your Order.

7.4 Product Variations
Product images, colours, packaging, and specifications may vary from those displayed on the Site due to manufacturer updates or differences in screen settings.

8. Returns, Exchanges, and Faulty Products

8.1 Return Request Timeline
Please contact us within three (3) days of receiving your order if you are not completely satisfied. We handle return requests on a case-by-case basis.

8.2 Return Shipping
Shipping and return shipping costs are the buyer’s responsibility unless the return is due to a confirmed factory defect.

8.3 No Returns for Unsuitable Parameters
We cannot accept returns or exchanges if you dislike the colour or if the parameters you ordered are unsuitable for your eyes. By ordering, you confirm that you have consulted your eye care professional.

8.4 Health and Safety Restriction
For health and safety reasons, opened contact lens products cannot be returned unless they are defective, incorrectly supplied, or required by applicable consumer protection laws.

8.5 Return Condition
Products must be returned within seven (7) days in original, unused condition with packaging intact. Items must be in resalable condition.

8.6 Faulty Products
If you believe a Product is faulty:
Contact us immediately with your order number and a detailed description of the issue
Keep the Product and original packaging available for inspection
We may need to involve the manufacturer, which could extend resolution time

8.7 When Faulty Claims May Be Declined
We may decline a refund, repair, or exchange if inspection reveals the issue resulted from:
– Misuse, abuse, or neglect
– Accidental damage
– Unauthorized modification or repair
– Failure to follow the manufacturer’s instructions
– Normal wear and tear

8.8 Exchange Charges
Where an exchange is approved, the buyer bears any associated exchange charges.

9. Lost in Mail

While we take every care with shipments, occasionally items are delayed or lost in transit. If you are concerned about your order, please contact us at [email protected], and we will do our utmost to locate it. Most “lost” items are simply delayed and eventually arrive.

10. Vouchers and Promotions

10.1 Using Vouchers
Promotional vouchers may be used as payment on the Site. Vouchers are transferable unless stated otherwise.

10.2 Fraud
We reserve the right to close your Account and require alternative payment if we suspect fraud or illegal activity related to voucher use.

10.3 Redemption Conditions
– Vouchers are valid only for the specified period
– Each voucher may be redeemed once
– Vouchers cannot be combined with other promotions
– Some brands may be excluded
– No cash or credit will be given for amounts under the voucher value
– Vouchers do not accrue interest

11. Limitation of Liability

11.1 Our Liability to You
Nothing in these Terms & Conditions excludes or limits our liability for:
– Fraud
– Death or personal injury caused by our negligence
– Any other liability that cannot be excluded or limited by Malaysian law

11.2 Exclusions
To the fullest extent permitted by law, we shall not be liable for:
– Loss of revenue or profits
– Loss of anticipated savings
– Loss of business or goodwill
– Loss of data or corruption of data
– Any indirect or consequential loss

11.3 “As Is” Basis
Your use of the Site and Service is at your own risk. The Site and all Products are provided “as is” without warranties of any kind, either express or implied, including merchantability or fitness for a particular purpose.

12. Force Majeure

We shall not be liable for any failure or delay in performance resulting from circumstances beyond our reasonable control, including but not limited to:
– Acts of God, natural disasters, severe weather
– War, terrorism, civil unrest
– Government action or regulation
– Strikes or labour disputes
– Epidemic or pandemic
– Fire, explosion, accident
– Power outages, telecom, or internet failure
– Supplier failure or transportation disruptions

If such an event continues for more than two Business Days, either party may terminate the affected Contract by written notice. We will refund any payments for undelivered Products.

13. Privacy and Intellectual Property

Your privacy matters to us. Please see our separate Privacy Policy, which forms part of these Terms & Conditions.

We are committed to protecting your personal information and maintaining secure payment processing systems. We do not sell customers’ personal information to third parties.

All content on this Site, including text, graphics, logos, images, and software, is the property of CityLens Sdn. Bhd. or its content suppliers and is protected by Malaysian and international copyright laws. Unauthorized use, reproduction, or distribution of any content from this Site is strictly prohibited.

14. Complaints and Customer Service

We value your satisfaction. If you have concerns:

Contact Us:
📧 [email protected]
📱 +601125291660 (Monday–Friday, 11 am–5 pm)

Please include your order number and a clear description of your issue. We aim to respond within three Business Days. If you don’t hear from us, please follow up—emails occasionally get caught in spam filters.

We are committed to fair dealing, transparent pricing, and responsive customer service. If an issue arises with your order, we encourage you to contact us so we can work toward a prompt and reasonable resolution.

15. General Provisions

15.1 Entire Agreement
These Terms & Conditions constitute the entire agreement between you and us regarding your purchase of Products.

15.2 Waiver
Our failure to enforce any right does not constitute a waiver of that right.

15.3 Severability
If any provision is found unenforceable, the remaining provisions remain in full force and effect.

15.4 Assignment
You may not assign or transfer your rights under these Terms without our written consent.

15.5 No Partnership
Nothing in these Terms creates a partnership, agency, or employment relationship between us.

15.6 Third Party Rights
No third party has any rights under these Terms.

15.7 Governing Law
These Terms & Conditions are governed by Malaysian law. Both parties submit to the non-exclusive jurisdiction of the Malaysian courts.

15.8 Amendments
We may update these Terms from time to time. Continued use of the Site after changes are posted constitutes acceptance of the revised terms.

15.9 Records
We retain Order records for six years. For your reference, please print or save a copy of these Terms and your Order confirmations.

16. Contact Information

CityLens Sdn. Bhd.
Email: [email protected]
WhatsApp: +6011 2529 1660 (Mon–Fri, 11 am–5 pm)

Notice: These Terms & Conditions are the copyrighted intellectual property of CityLens Sdn. Bhd. Unauthorized use or reproduction for commercial purposes is prohibited.