Return and Refund Policy

Refund Policy
Last Updated: 10/3/2025

At lens.my, we strive to ensure customer satisfaction with every purchase. If you are not completely satisfied with your order, you may request a return under the terms outlined below.

1. Return Eligibility

You have 7 calendar days from the date of delivery to initiate a return.
The item must be unused, in its original condition, and in original packaging.
A valid receipt or proof of purchase is required for all returns.
Returns are not applicable to certain items, including customized products, opened contact lenses, or any items marked as non-returnable.

2. Refund Process

Once we receive your returned item, our team will inspect it and notify you of the status of your refund.
If your return is approved, we will initiate a refund to your original payment method.
Refunds will be processed within 7 business days after approval.
Please note that original shipping fees are non-refundable.

3. Return Shipping Costs

Customers are responsible for return shipping costs.
If the return is due to an error on our part (e.g., incorrect or defective item received), we will cover the return shipping costs.
Any shipping costs deducted from your refund will be communicated in advance.

4. Exceptions & Non-Refundable Items

Certain items are non-refundable and non-returnable, including:

Opened or used contact lenses.
Custom-made or personalized optical products.
Items returned after the 7-day return window.
Items not in their original condition or missing parts.

5. How to Initiate a Return

To initiate a return, please contact our customer service team:

📧 Email: asklensmy@gmail.com

Ensure that you include your order details and the reason for the return request. Our team will guide you through the return process.

By making a purchase on our website, you acknowledge and agree to this Refund Policy. lens.my reserves the right to modify this policy at any time without prior notice.