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Refund & Return Policy

Our policy lasts 7 days. Refunds and returns are solely authorized by 99LensMart.com. If 7 days have gone by from the package successfully delivered date, unfortunately we cannot offer customer a refund or exchange. To be approved for a refund or return, such item must be unused and in the same condition that customer receives. It must also be in the original packaging.

Which Item Cannot be Return/Refund
Our Refund and Return policy DOES NOT apply to the following goods: discounted or sale items. Orders that is not eligible for Return request are

- Dislike the color/design/size of products
- Used item/Promotion Products
- Opened product ( eg. opened lenses from vial )
- Free Gifts

Exchanges are allowed if customer has accidentally ordered the wrong eye power.
However, processing fee of RM 10 will be charged for any exchange due to this reason.

Defective Item Return
We practice Good Distribution Practice Management System and double check all goods before sending out to customers. However, if customer received a defective item, customer may return the item for an exchange. Customer should double check the goods before opening the bottle/vials/blister of contact lens. We have the right to reject the request of return and exchange for any opened item.

Order Cancellation
Orders that customer submit online are processed immediately and may not be cancelled, and customer may need to wait until customer receive the merchandise in order to return it.
Merchandise has to be returned within 7 days. Processing fee of RM 10 will be charged.
Customer may follow steps *How to Exchange an Item* for further actions.

How to Return an Item
To initiate a return, please submit a Return Form for our approval. Order ID and proof of defective(photos) are needed for the submission of Return Form. Email the details to [email protected]

Once the return is approved, we will send a confirmation email containing all details including return address, person in-charge and contact.

Customers are responsible for paying for all shipping costs for the returned item. Shipping costs are non-refundable. Customer should consider using a trackable shipping service or purchasing shipping insurance for items of value.

How to Exchange an Item

First, follow the steps on “How to Return an Item”.
After our vendor have approved return request, we will send customer an email to notify customer that we have received the returned item and notify customer of the acceptance or rejection of customer return.

If customer return is accepted, we will provide one of the following within a reasonable time: an exchange of merchandise for the item returned, a non-transferable merchandise credit, or another remedy that we determine in good faith is appropriate in the circumstances

How to get a Refund
To be approved for a refund, such item must be unused and in the same condition that customer received it. It must also be in the original packaging. Once your return is received and inspected by our vendor, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Processing fee might be charged in this circumstance. If customers receive a refund, shipping fees and processing fee (if any) will be deducted from the amount of refund. Refund will be given in the form of “Coupon”.

Refund will be processed within 7 working days in the form of coupon. Coupon will automatically be given based on the refund amount. Such coupon has validity of 180 days to be utilized in next purchase.

Late or Missing Refund
If you haven’t received a coupon for refund yet, please contact us via email.

Need help?

Contact us at [email protected] for questions related to refunds and returns.



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