Return Policy

Our Refund and Return  policy DOES NOT apply to the following goods: discounted or sale items. For any return request that fall under the below category will not be considered.

• Dislike the color/design/size of products
• Used item
• Promotion Products
• Gift Cards
• Products specially marked
• Personalized Items

These items are not eligible for return, refund or exchange.

* Exchanges are allowed if customer has accidentally ordered the wrong eye power. However, processing fee of RM 10 will be charged for exchanges 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, 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.

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.

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 received customer valid return, 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 circumstances. If customers receive a refund, shipping fees and processing fee (if any) will be deducted from the amount of refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or Missing Refund

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us.

(The management of creativitymed.com.my reserves the right to change the term & conditions without prior notice.)