Return & Exchange Policy

Consmy Concept Store Sdn. Bhd. Return & Exchange Policy

Thank you for shopping with us! We want to ensure you're fully satisfied with your purchase. Please review our return and exchange guidelines to understand how we can assist if an issue arises.

1. Order Inspection & Reporting

Upon receiving your parcel, please inspect your items carefully. If you notice any issues such as incorrect lens design, power discrepancies, or damages (scratches or broken lenses), please reach out to us within 14 - 21 days of receiving your order.

Note: Please provide clear photos or videos of the lens to our customer service team. If the request is valid, we will arrange a free exchange with complimentary delivery of the replacement. (T&C applied)

2. Conditions for Returns/Exchanges

After-sales services are available only under the following conditions:

Claims must be made within 14-21 days of delivery.

Exclusions:

Daily lenses or promotional lenses are not eligible for returns or exchanges.
Lens color may appear differently due to lighting, location, or personal eye color; such variations are not grounds for exchange and non-refundable.
Lens comfort depends on personal experience; discomfort issues (e.g., dryness, discomfort) should be addressed by opting for daily, sensitive, or premium lenses and are non-refundable. If needed, we can offer recommendations.

Pre-Order Products: In cases where pre-order items may be out of stock in certain designs or powers, we will contact customers to arrange a suitable replacement. (Refunds are not accepted in these cases; we appreciate your understanding)

3. Refund Policy

Refunds are issued as SHOP CREDITS in your CONSMY account, which can be used for future purchases on our website.

For refunds, we may ask you to cut the lens in half and provide photographic evidence to authorize a 1:1 replacement.

4. Shipping Costs

If you are returning a product, please note:

Shipping costs are non-refundable and will be borne by the customer.
If a refund is issued, any return shipping cost incurred will be deducted from the refund amount.

Return Address: Please send returns to CONSMY. Shipping times for exchanges may vary depending on your location.

Note: : Please provide clear photos or videos of the lens to our customer service team. If the request is valid, we will arrange a free exchange with complimentary delivery of the replacement. (T&C applied)

5. Need Assistance?

For any questions or support regarding returns, exchanges, or refunds, please contact us on Instagram @cons.my. We're here to help!

We appreciate your understanding and look forward to providing you with a positive shopping experience!

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