Warranty

Eyeknow Product Warranty

Customers will enjoy a 3-month warranty from receiving that covering any possible cosmetic defects in frame materials and workmanship. This warranty does not cover damage caused by accidents, negligence, or improper care.

All non-prescription & prescription eyeglasses come with a year warranty on lens coating.

14-Day Exchange & Return:

Unsatisfactory glasses can be exchanged or refunded within 14 days of receiving. Only shipping fees will apply. Each order is eligible for a one-time exchange/return.

Eyeknow’s friendly exchange & return policy promises our customers 100% satisfaction. Please login to your account for exchange & return submission. Our Support Team will contact you upon receipt of your request.

Uncomfortable New Glasses?

If you can't see clearly or feel discomfort wearing your new glasses, please upload your original prescription script for checking. If the prescription you entered was correct, check out our tips here: Helps for Issues of Adaptation

EYEKNOW'S LIABILITY

My glasses were damaged on arrival. What can I do?

We will take full responsibility for DOA problems and we can remake totally free or offer a full refund. Please contact us immediately, and provide us with your order number, frame number, along with pictures of the damaged item. Just highlight the damaged part.

The glasses received are not what I ordered!

We will take full responsibility if we haven't strictly processed your glasses according to your order details: prescription, frame (color, and style), and lens type (thickness, color, and coatings).

  • If the prescription is wrong, please send us a photo of your original prescription, along with the order number, and frame number.
  • If you received the wrong frame, please send us a photo of it, along with your order number and frame number.


I received glasses with missing parts or defects.

  • If you received glasses with missing parts, please send us a photo of them, along with your order number and frame number.
  • If your glasses have defects, please send us photos of defects, along with your order number, and frame number.

 

YOUR LIABILITY

Oh, no! I entered wrong prescription! The glasses are unwearable!

You could submit a refund/exchange request in your account including your original prescription within 14 days of receiving. We'd love to give you a discount to try a new pair with your correct prescription.

RETURN & REFUND POLICY

What are the conditions to qualify for a return:

  • Item(s) must be in original condition, with the original packaging, original tags, and labels attached.
  • Inspection will be carried out to ensure all item(s) are in their original condition before processing your return.
  • It will usually takes 3 to 7 working days to process your request before we could ship out the replacement / exchanged item(s) to you.
  • Return is only applicable for item(s) purchased online and delivered in Malaysia.
  • Return that do not meet our policy will not be accepted and will be returned to you at your cost.

How Do I Set Up a Return or Exchange?

  1. Take a clear picture of the damaged product with the original packaging by its side and also the postal slip.
  2. Login your Eyeknow's account at our website, Go to "My Account" > "Order" & Click the "Warranty & Refund" button, write us a reason of warranty replacement or refund.
  3. Forward the picture as described in (1) to us and we will examine the situation.
  4. When we have assess your product and are certain that your product is indeed not in good order we will begin to log your complaint as a return item.
  5. In the event that we found the damage was due to our own negligence, we will bear all the postal expenses.

Postal Return

You can return your order to one of our stores listed below:

Econsave Jawi Lot JW21
Lot JW21, 1, Jalan Sungai Jawi, Taman Sungai Jawi,
14200 Sungai Bakap, S.P.S., Pulau Pinang.

C-Mart 8 Sdn. Bhd.
Lot G48, Komplex Industri Cenderwasih,
Jalan Besar, Mukim 11, 14300 Nibong Tebal, Pulau Pinang.

Please pack and seal your returned item(s) before sending back to us. We recommend you opt for a shipment method that enables tracking. Eyeknow is not responsible for any loss / damage of a returned parcel.

When Will I Get My Refund?

We will contact you and arrange for a refund once you’ve submitted the Return Request.
Please refer to the table below for standard processing time of refund to your bank account / credit card.

Payment Method (at the time of purchase) Bank Processing Time (after refund has been processed by Eyeknow)
Credit card / Debit card 21 working days (depending on your bank)
Online Banking 7 working days (depending on your bank)