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RETURN & REFUNDS

We offer returns or exchanges within 7 days of receiving your order. If 7 days has gone by since your purchase, unfortunately we cannot offer customer a refund or exchange. Please note the following exceptions to our return and exchange policy:

  • Quality problems(ripped, incomplete, shriveled, etc) of the product are found within the after-sale warranty, please contact us immediately and send us clear pictures of the defective item. We can replace it after checking.

Notice:

1. Please check the items whether they are damaged or with the wrong color before you open them.

2. Each order has only one after-sale privilege.

3. Replace, return or refund is not available if the color is not what you expect/want when the product is correct or the parameters you have ordered are not suitable for your eyes.

 

Defective Item Return

We practice Good Distribution Practice Management System and double check all goods before sending out to customers. However, unfortunately if customer have 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 rights 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.

 

Refund / Return Process

1. Please send an email to sugarlensmy@hotmail.com within 7 days of receipt. Please tell us the details of your order in the email: your name, order number, and reason.

Please don’t return the lenses according to the return address on the package.

2. Place the item(s) in the original packing.Returning the product is allowed if the packaging is in good condition and the product is not opened so that it does not influence the second sale.

3. Drop off your package at your carrier.

Please provide tracking number and website for tracking the logistic info after you return the parcel to us

4. We receive your return package.

We will check the parcel whether in good condition or not once we receive the returned parcel and then we will handle the refund to your account in accordance with the return conditions.

 

Need help?

Contact us at sugarlensmy@hotmail.com for questions related to refunds and returns.