1. Introduction
At Factory Eyewear, we are committed to providing high-quality products and ensuring the satisfaction of our customers. This Return and Refund Policy (“Policy”) sets out the terms and conditions governing exchanges, returns, refunds and warranty claims for products purchased from authorized Factory Eyewear physical outlets and through the Factory Eyewear online store.
Factory Eyewear does not offer a general change-of-mind returns or exchanges. Returns or exchanges are only available where a product is defective due to manufacturing fault, damaged upon delivery, or does not correspond to the customer’s order, as set out in this Policy.
2. Products Covered
This Policy applies to all products sold by Factory Eyewear, including:
- Frames and sunglasses
- Contact lenses and
- Accessories, including lens cleaning kits, spectacle cases, contact lense solution and related items.
3. Warranty Coverage
All warranties provided under this Policy apply strictly to manufacturing defects only. Damage arising from usage, mishandling, accidents, or any external factors is excluded.
3.1 Frames and Sunglasses
Non-branded Frames and Glasses: Six (6) months from the date of purchase.
Branded Eyewear and Sunglasses: Twelve (12) months from the date of purchase, subject to the applicable terms imposed by the relevant brand.
The warranty for frames and glasses does not cover defects or damages that are due to the following:
a. bending, twisting, pressure, or deformation damage, including damage caused by sitting on the product;
b. impact or drop damage;
c. marks or damage caused by self-adjustment of frames;
d. colour fading, peeling, oxidation, or cosmetic deterioration;
e. exposure to sweat, skin acidity, cosmetics, perfume, chemicals, heat, prolonged sunlight, seawater or other saline substances; or
f. scratches or normal wear and tear arising from ordinary use.
Note: For the avoidance of doubt, frames and sunglasses are not guaranteed to be colour-fade resistant, and any colour change occurring over time shall be treated as normal wear and tear.
3.2 Spectacle Lenses (Lenses Only)
Spectacle lenses carry a warranty of twelve (12) months covering manufacturing defects only.
The warranty does not cover:
a. scratches;
b. coating damage or peeling caused by chemicals or heat exposure;
c. damage caused by storage in high-temperature environments;
d. damage caused by exposure to sweat, seawater, or other saline substances; or
e. damage arising from improper cleaning, handling, or storage.
4. Contact Lenses
Contact lenses are strictly non-returnable and non-refundable once opened or used for hygiene and safety reasons.
An exchange will only be permitted where all the following conditions are satisfied:
a. the box and blister packaging remain fully unopened;
b. the packaging contains no writing, markings, or alterations;
c. a manufacturing defect or incorrect order is confirmed upon inspection by Factory Eyewear; and
d. the defect or incorrect order is reported to Factory Eyewear within seven (7) days of the date of purchase.
5. Return or Exchange Procedure
5.1 In-Store Purchases
To initiate a return or exchange for a product purchased at a Factory Eyewear physical outlet:
a. visit the physical outlet where the product were purchased and present the product in its original condition together with all original packagingand the original receipt or invoice; and
b. our outlet staff will inspect the product to determine whether it is eligible for return or exchange.
5.2 Online Store Purchases
To initiate a return or exchange for a product purchased through Factory Eyewear online store:
a. submit the application via the following link:
b. complete all the details required in the Google Form;
c. attach the original receipt or invoice and supporting photographs evidencing a manufacturing defect, damage upon delivery or non- conformity with the order, where applicable;
d. upon approval, we will contact you and provide instructions for returning the product; and
e. securely pack the product in its original packaging and dispatch it to the return address specified by us.
Note: Returns sent without a prior approval, or dispatched to an address other than that specified by us, may not be accepted and shall be returned to the sender at the sender’s cost. Factory Eyewear shall not be liable for any loss or damage to the product occurring in transit. Customers are responsible for the return shipping costs.
6. Inspection
Upon receipt of a returned product, we will carry out an inspection to assess the nature and extent of the reported defect or non-conformity. If we determine that the return is eligible, we will provide an exchange for the product. If an exchange is not possible due to unavailability of stock or any other reason, we will proceed with a refund of the amount actually paid by the customer at the time of purchase. If we determine that the return is not eligible, we will notify the customer accordingly and return the product to the customer.
7. Exclusions
In all cases, a return, exchange or warranty claim will not be accepted where:
a. the product has been used, worn, or handled in a manner beyond what is reasonably necessary for inspection. For the avoidance of doubt, reasonable inspection-level handling (such as trying on a frame to assess fit) does not disqualify a defect claim, but use of the product beyond such inspection, or normal wear and tear, does;
b. the product has been customised, adjusted, or altered in any manner after purchase, including but not limited to frame adjustments, engraving, or special tinting applied post-purchase;
c. the product has been damaged due to misuse, negligence, accident, or failure to follow care instructions after delivery or collection;
d. the product was purchased on a final sale basis or expressly designated as “non-returnable” at the point of sale (e.g. promotional items);
e. the product is a gift card, voucher, or store credit;
f. products where the original packaging, price tags, labels, or authenticity seals have been removed, damaged, or tampered with;
g. the original receipt or valid proof of purchase is not provided; or
h. the return and refund application is made outside the warranty period.
8. Refund Process
Where a refund is approved, the customer may select one of the following refund options:
8.1 Standard Refund (Option 1)
Under the standard refund process:
a. refunds will be issued to the original payment method used for the purchase, except for cash payments, where the refund shall be processed by way of online bank transfer to the bank account designated by the customer;
b. refunds are generally processed within two (2) to five (5) weeks from the date of approval;
c. for purchase made at outlet physical stores, the customer will receive the full refundable amount with no deduction for processing fee. For purchases made via the e-commerce platform, the refundable amount will be issued after deduction of the payment gateway processing fee; and
d. processing times may vary depending on the customer’s financial institution or payment provider.
Note: The customer is solely responsible for ensuring that the bank account details provided are accurate and complete. Factory Eyewear shall not be liable for any loss or delay arising from incorrect or incomplete bank account details provided by the customer.
8.2 Expedited Refund (Option 2)
The Customer may request an expedited refund subject to applicable merchant or payment processing fees.
Under the expedited refund process:
a. payment will generally be processed within five (5) to seven (7) working days from date of approval;
b. applicable merchant or payment processing fees will be deducted from the refund amount; and
c. Factory Eyewear will provide written confirmation specifying the refundable amount, the applicable fee deduction, and the final refundable amount to the Customer.
Note: By opting for the expedited refund process, the Customer is deemed to have accepted the applicable merchant or payment processing fees and authorised the deduction of such fees from the refundable amount. Once the expedited refund has been processed, any deducted processing fees shall be strictly non-refundable. Factory Eyewear reserves the right, at its sole discretion, to decline any request for expedited refund processing.
9. Personal Data
In processing returns, warranty claims, exchanges or refunds, Factory Eyewear may collect and process certain personal data, including the customer’s name, contact details, payment information, and any photographs submitted in support of the request. Such personal data will be processed in accordance with the Personal Data Protection Act 2010 (Act 709) and our Privacy Policy, which is available at [https://www.factoryeyewear.com.my/privacy-policy]. Personal data collected for the purpose of processing returns and refunds will not be used for any other purpose without the customer’s consent.
