Refund & Return Policy – Mr Lens

At Mr Lens, we are committed to delivering quality products and a smooth shopping experience. Please review our refund and return policy carefully before making a purchase.

1. General Policy

All orders placed with Mr Lens are strictly non-refundable once the item has been shipped.

By completing a purchase, the Buyer agrees to these terms and conditions.

2. Eligibility for Claims

Buyers may raise an issue within 9 days (Protection Period) from the date of delivery under the following circumstances:

  • Item was not received within the stated delivery timeframe
  • Item received is defective or damaged upon arrival
  • Item received is incorrect (e.g. wrong product, power, or specification)
  • Item received is significantly different from what was ordered

All claims are subject to review and approval by Mr Lens on a case-by-case basis.

3. Non-Eligible Cases

The following situations are not eligible for refund, return, or compensation:

  • Change of mind after purchase
  • Incorrect selection made by Buyer (e.g. wrong degree, product type, or variant selected)
  • Minor or subjective differences that do not affect product functionality, including:
    • Slight color variations due to lighting or display differences
    • Minor size discrepancies within acceptable tolerance
    • Personal dissatisfaction (e.g. “not as expected”)
  • Items that have been used, opened, or altered

4. Refund Method (Seller Protection Clause)

In the event that a claim is approved due to error on the part of Mr Lens, compensation will be provided as follows:

  • Refunds will be issued in the form of a Mr Lens Voucher only
  • Voucher validity: 1 year from date of issuance
  • Strictly no cash refunds or bank transfers will be provided

Mr Lens reserves the right to determine the appropriate resolution, including replacement, partial compensation, or voucher issuance.

5. Dispute Resolution Process

To ensure fair handling:

  1. Buyer must report the issue via official communication channels (e.g. chat/email) within the Protection Period
  2. Buyer must provide clear evidence, such as:
    • Photos of the item received
    • Packaging condition
    • Proof of defect or error
  3. Both parties are encouraged to resolve the matter amicably

Mr Lens reserves the sole and final discretion in determining the outcome of all disputes.

6. Return Conditions (If Applicable)

If a return is approved:

  • Item must be returned in original condition, including packaging and any complimentary items
  • Items must not be used, worn, or tampered with
  • Mr Lens recommends Buyers take photos upon receiving the parcel for verification purposes

Failure to meet these conditions may result in rejection of the claim.

7. Return Shipping Fees

  • If the issue is verified to be Mr Lens’s fault, return shipping may be reimbursed at our discretion
  • For all other cases, Buyer bears the return shipping cost
  • In disputed situations, Mr Lens reserves the right to determine liability

8. Refund Processing Time

  • Voucher issuance will typically be processed within 7–10 working days after claim approval

9. Important Notes

  • Orders marked as “Completed” are considered final and no further claims will be entertained
  • Failure to report issues within the Protection Period will result in automatic closure of the case
  • Products not purchased directly from Mr Lens are not covered under this policy