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.

Defective items

Contact Lenses
If you feel that the lenses you received are defective, we will exchange the lenses free of charge. This does not cover damages caused by improper use. Defective contact lenses may only be exchanged for the exact same type, brand, prescription and color. We cannot issue refunds for defective lenses. Please note that the defective contact lenses will have to be returned to us first, before we can exchange them. We would only start processing any replacement after receiving the goods. If your contact lenses are defective, please notify us within three(3) days after receiving your order.

Eyeglasses & Sunglasses
If you feel that the eyeglasses or sunglasses you received have a manufacturing defect, we will exchange the glasses free of charge. This does not cover normal wear and tear to the frame or lenses or damages caused by improper use. If our inspection shows the glasses were made incorrectly, we will replace them free of charge with the exact same model and prescription. We cannot issue refunds for defective glasses. To return your glasses for inspection, please notify us within three(3) days after receiving your order.

Return Policy
It is very important for us to keep our customers happy! If you are not completely satisfied, please contact us within three(3) days of receiving your order. We will handle the return/refund request on a case by case basis. Shipping and return shipping fees are the buyer’s responsibility. Please do not return your order without first contacting us. We can only accept return/refund if the lenses are found to be factory defective. We CANNOT replace your lenses if you do not like the colour or the parameters you have ordered are not suitable for your eyes. When ordering from our online store, you are confirming that you have consulted an ophthalmologist or optician or optometrist or your eye care professionals.

Criteria for Accepting Return/Exchange
You may return the product within seven(7) days of receiving the product if it is in good condition (no trace of use, no damage, and returned in the original package), only if we have agreed that the product is returnable. Please make sure that the item for returning is in a condition that it can be sold again and that the original package is intact. Return is only applicable for item(s) purchased via our online store and delivered in Malaysia. Strictly no exchange / return after seven(7) days upon receiving your parcel. Each customer can only make a one-time product(s) exchange per transaction. Refund would only be done as store credit with an expiry of 1 year from date of purchase. Please pack and seal your returned item(s) before sending back to us. We recommend you opt for a shipment method that enables tracking. All returning unopened items back to us happens at your own cost and risk. We are not liable for any return shipping lost and CityLens has full discretion to replace or decline in any circumstances. 

Order Cancellation Policy
If you want to cancel or modify your order, please contact us immediately. Cancellation can be done instantly within 1 hour after you have placed the order and before we process shipment. After the 1-hour mark from order placement, the cancellation request will be subject to CityLens’s approval. In order to cancel a Contract by the buyer, or any portion of a Contract, the buyer will need to contact our Customer Service Department or our Customer Service Representatives. In any event, whereby cancellation is allowed, the transaction commission fees (example by PAYPAL) being charged will be borne by the buyer. Custom Lenses, including novelty and made-to-order lenses, CANNOT be cancelled, or returned, or exchanged once ordered. If your order has already been shipped, unfortunately we will not be able to cancel it or make any changes to it.

Returning unopened items
In order to return unopened items, the buyer will need to contact our Customer Service Department or our Customer Service Representatives. You can return unopened items up to seven(7) days after the purchase date for a refund or exchange. Items must be unopened and in their original, factory sealed packaging. If you would like to return an unopened item for a refund or exchange, please contact us within three(3) days after receiving your order. All returning unopened items back to us happens at your own cost and risk. All return transaction fees as mail, postage, custom, commission fees etc.etc. (example by PAYPAL) being charged will be borne by the buyer. Please note that custom made contact lenses and prescription eyeglasses and sunglasses are not eligible for return unless defective. Each customer can only make a one-time product(s) exchange per transaction. Refund would only be done as store credit with an expiry of 1 year from date of purchase. Please pack and seal your returned item(s) before sending back to us. We recommend you opt for a shipment method that enables tracking. CityLens is not responsible for any loss / damage of a returned parcel.

Items damaged or not delivered
CityLens ships all packages with a tracking number that can be used to monitor the progress of the delivery. If your package arrives damaged or does not arrive within the estimated delivery time, please contact us.

Returning Order
You can ONLY return your order to our management office after contacting us

CityLens Sdn.Bhd.
No. 7A, Jalan Dedap 13,
Taman Johor Jaya,
81100 Johor Bahru, Johor
Malaysia