Refund and Returns Policy

Return, Refund, and Exchange Policy

At Millions Of Shades Enterprise, we are committed to ensuring a smooth and transparent shopping experience for our customers. We have updated our policies to accommodate reasonable requests while maintaining fairness for all parties involved.

Refund Policy

1. Refund Requests:
   Customers may request a refund if they have a valid reason, such as receiving the wrong item, defective products, or a significant issue caused by us. Refund requests will only be processed after our team evaluates the claim and determines that the reason is justified.

2. Condition of Returned Items:
   All returned items must be in good condition, unused, undamaged, and returned with the original packaging, tags, accessories, and any items supplied together with the product. Any damaged, broken, altered, used, scratched, or missing items may result in the return being rejected or additional charges being deducted from the refund amount.

3. Refund Method:
   Refunds will be made using the same payment method used for the purchase. If the payment gateway charges a non-refundable processing fee, this fee will be deducted from the refund amount. Unfortunately, we cannot refund this fee as it is beyond our control.

4. Alternative Option – Store Credit:
   To avoid multiple processing fees and delays, we also offer the option to refund the eligible amount as Store Credit in your MOS Wallet. This allows you to use the credit for a future purchase from our available stock.

Return Policy

1. Timeframe for Returns:

   For returns or exchanges due to size, fitting, change of mind, colour preference, model preference, or other personal reasons, the return request must be submitted within 3 days from the date the item is received.

   The item must remain unused, undamaged, and in its original condition with all packaging, tags, accessories, and supplied items intact.

   This 3-day timeframe does not limit any rights customers may have under applicable Malaysian consumer protection laws in relation to incorrect, defective, unsafe, or non-conforming goods.

2. Returns Due to Size, Fitting, or Personal Preference:
   Customers may request a return or exchange if the eyewear does not fit as expected, or due to size, colour, model, or personal preference.

   Please note that eyewear fitting may vary depending on face shape, frame design, measurements, and personal preference.

   For returns or exchanges due to size, fitting, change of mind, colour preference, model preference, or other personal reasons, all return postage costs must be borne by the customer.

   We strongly recommend checking the frame measurements shown on the product page before ordering. Where possible, customers are also encouraged to try the same model, size, or a similar frame at a nearby optical store before making a purchase.

3. Steps for Returning Items:

   • Pack the item securely in its original shipping packaging.

   • Include the Order Slip and any related documents.

   • Use a registered or trackable postal service to send the package to:
     Click here for the address: Millions Of Shades Warehouse.

   • Email us at support.rne@millionsofshades.my with your Order Confirmation number, tracking number, and any additional details about the return request.

4. Important Notes on Returns:

   • Only parcels that are successfully received by us can be processed for refunds or exchanges.

   • Customers must bear the cost of return postage unless the return is due to an incorrect item, verified defect, or mistake on our part.

   • Original shipping charges are non-refundable for returns due to size, fitting, change of mind, or personal preference.

   • Customers are responsible for the returned parcel until it is safely received by us.

   • We recommend keeping the return tracking information until the return has been fully processed.

   • Proof of returning the item, such as a tracking slip, does not automatically qualify the customer for a refund or exchange.

   • Millions Of Shades Enterprise will not be responsible for return parcels that are lost or damaged during transit when the return shipment is arranged by the customer.

Exchange Policy

If you wish to exchange an item for a different size, colour, or model:

• Follow the steps for returning the item.

• The customer is responsible for the return postage cost unless the exchange is required due to a mistake on our part.

• Once the returned item is received and confirmed to be in acceptable condition, we will issue the eligible amount as Store Credit to your MOS Wallet.

• You may use the Store Credit to select another available item of the same or higher value.

• Any price difference must be topped up by the customer.

• Shipping charges for sending the replacement item may also apply and will be borne by the customer unless the original order issue was caused by us.

• Exchanges are subject to product availability.

Incorrect, Damaged, or Defective Items

If you receive an incorrect item, or if the product arrives damaged or has a manufacturing defect, please contact us as soon as possible.

Customers may be required to provide clear photos or videos showing the issue before the return is approved.

If the issue is verified to have been caused by us, Millions Of Shades Enterprise will assist with the appropriate return, replacement, refund, or other resolution. Reasonable return shipping costs in such cases will be borne by us or arranged by our team.

Additional Terms & Conditions

• Accessories and orders made with promotional codes are not eligible for returns or exchanges unless the item is incorrect, defective, or otherwise required by applicable law.

• Returns are limited to one request per order.

• Items purchased using Store Credit cannot be returned or exchanged again unless the item received is incorrect or defective.

• Returned items must meet all applicable return conditions before a refund, Store Credit, or exchange is approved.

• Management reserves the right to deny refund or exchange requests that do not meet our Return Policy requirements.

Why We Deduct Non-Refundable Fees

We value our customers and aim to maintain a fair policy. However, certain fees charged by payment gateways, courier companies, and other third-party service providers are non-refundable.

For returns caused by size, fitting, change of mind, or personal preference, these non-refundable charges may be excluded from the refund amount.

We appreciate your understanding as we strive to minimize unnecessary costs while maintaining fair pricing for all customers.

For further assistance, please contact our Customer Service team at support.rne@millionsofshades.my.