Return & Refund

Order Cancellation
Cancelling an order is possible for 15 minutes after you complete the payment. You can find “Order Cancel” button in order detail page of your account. After 15 minutes, the order is automatically and finally confirmed by our system. Once you cancel the order, we will accordingly process the payment cancellation with 3 to 5 business days. If you missed this 15 minutes chance, please contact Customer Service as soon as possible.

Please note that it’s impossible to cancel the order after we dispatched the package. If an order has been dispatched, your cancellation will be treated as a “Return”, and shipping fee is non-refundable. The refund only will be issued after we received your returned goods.

Returns & Exchange
We accept all returns within 7 days of receipt, 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. Customers are responsible for all shipping cost of the return. Once we received, we check the status of goods and processed the return with 3 to 5 business days. All transaction commission fees (example by Bank, Credit Card or PAYPAL etc.etc)and shipping fee is non-refundable.

Damaged Goods
Goods are classified as faulty if they are received in damaged condition or where a manufacturing defect is noticeable on the items. Please note that items that are damaged as a result of improper usage and mishandling by the customers are not considered to be faulty.

The damaged goods will be fully refundable or exchange the same item. Please contact Customer Service for refund or exchange.

We cannot replace your lenses if you do not like the colour or the parameters you have ordered that are not suitable for your eyes. When ordering from our online store, you are confirming that you have consulted your Eye Care Specialist.

Refund Process
1. Please contact Customer Service at the bottom of this page within 7 days of receipt. Please tell us the details of your order; your name, order number and reason. Through CS, we will let you know returning address.
2. Pack the items in good conditions, and send it to us. Please let us know tracking no. and website where we can check tracking information.
3. Upon receipt, we will inspect product packaging for damage.
4. If there are not damages on packaging, we will process refund in 3 to 5 business days.
5. All refunds will be made in ringgit malaysia, we will not be responsible for any losses incurred as a result of currency fluctuations or exchange rates.
6. The customer is responsible for all shipping costs of the return. The shipping fee is non-refundable. .
7. All transaction commission fees (example by Bank, Credit Card or PAYPAL etc.etc) being charged will be borne by the buyer.

Need help?
Contact us at cs@olens.com.my for questions related to refunds and returns.