Refund & Return Policy

1. Introduction

This Refund and Return Policy applies to products purchased from 8ight Optix Vision through our website or directly from our retail location.

This policy should be read together with our:

• Terms and Conditions;
• Terms of Use;
• Privacy Policy;
• Delivery Information; and
• applicable warranty terms.

Nothing in this policy limits any rights or remedies available to customers under applicable Singapore consumer law.

2. Seven-Day Change-of-Mind Returns

Subject to the conditions and exclusions in this policy, you may request a return of an eligible, non-customised product within seven calendar days from the date you receive or collect the product.

The seven-day period begins on:

• the date the product is delivered to the delivery address provided; or
• the date the product is collected from our retail location.

Change-of-mind returns are offered voluntarily by 8ight Optix Vision and are subject to product eligibility and inspection.

3. Conditions for Change-of-Mind Returns

To qualify for a change-of-mind return, the product must:

• be unused and unworn, except for reasonable inspection;
• be in its original condition;
• be suitable for resale;
• be returned with its original packaging;
• include all accessories, manuals, cases, cleaning cloths and promotional items;
• have all labels, seals and protective materials intact;
• not have been altered, adjusted, engraved or customised;
• not show scratches, stains, marks or other signs of use; and
• be accompanied by valid proof of purchase.

We may reject a change-of-mind return if the product does not meet these conditions.

4. Products Excluded From Change-of-Mind Returns

The following products cannot be returned or refunded merely because you changed your mind:

• prescription lenses;
• lenses cut or fitted into a frame;
• progressive lenses;
• occupational or specialised lenses;
• customised lens coatings;
• customised lens tints;
• made-to-order eyewear;
• personalised or engraved products;
• frames altered or adjusted at your request;
• products manufactured according to measurements supplied by you;
• opened contact lenses or other hygiene-sensitive products;
• opened consumable products;
• gift cards or vouchers;
• clearance or final-sale products marked as non-returnable;
• activated electronic products or software-linked products that cannot be resold;
• products damaged after delivery; and
• products returned without their required components or packaging.

These exclusions do not apply where a product is defective, damaged before delivery, incorrectly supplied or otherwise does not conform to the accepted order.

5. Prescription and Customised Products

Prescription lenses and customised eyewear are produced according to your individual prescription, measurements and product selections.

Once production or customisation has started, an order for a customised product cannot normally be cancelled, returned or refunded for change-of-mind reasons.

This includes situations where you:

• selected the wrong frame, lens, coating or tint;
• changed your mind after production started;
• supplied an incorrect prescription;
• supplied inaccurate measurements;
• selected an unsuitable product without consulting us; or
• no longer require the product.

You are responsible for checking all prescription information, measurements and selections before submitting your order.

This section does not affect your rights where an error was made by 8ight Optix Vision.

6. Prescription Issues and Lens Adaptation

Some customers may require time to adapt to new prescription, progressive or specialised lenses.

Difficulty adapting does not automatically mean that a product is defective.

If you experience continued discomfort or difficulty using your new lenses, contact us promptly. We may request that you visit our retail location for:

• prescription verification;
• fitting assessment;
• frame adjustment;
• lens-position assessment;
• measurement verification; or
• further review.

Where the lenses were produced incorrectly because of an error by us, we will provide an appropriate remedy.

Where the lenses match the prescription and measurements provided by you or an external eye-care professional, any remake or replacement may be chargeable unless covered by a separate adaptation guarantee.

7. Incorrect, Damaged or Defective Products

Please inspect your order as soon as reasonably possible after delivery or collection.

Contact us promptly if the product:

• is different from the product ordered;
• is missing an item or component;
• arrived visibly damaged;
• has a manufacturing defect;
• was produced using information different from the confirmed prescription; or
• does not otherwise conform to the accepted order.

When reporting an issue, please provide:

• your full name;
• order number;
• contact information;
• description of the issue;
• photographs or videos of the product;
• photographs of the packaging where relevant; and
• any other information reasonably required to assess the claim.

Please retain the product and its original packaging until we complete our assessment.

8. Assessment of Defective Products

We may require the product to be returned or brought to our retail location for inspection.

Electronic products may need to be inspected by:

• the manufacturer;
• an authorised distributor;
• an authorised repair centre; or
• another qualified service provider.

Prescription eyewear may need to be checked against:

• the confirmed order;
• the prescription supplied;
• the original measurements;
• fitting information; and
• applicable manufacturing tolerances.

Submitting a claim does not automatically mean that the product is defective or eligible for a refund.

9. Remedies for Defective or Incorrect Products

Where a product is confirmed to be defective, damaged before delivery, incorrectly supplied or otherwise non-conforming, an appropriate remedy may include:

• correction of the order;
• adjustment;
• repair;
• replacement;
• remake of prescription lenses;
• replacement with a comparable product;
• reduction in price; or
• refund.

The appropriate remedy will depend on:

• the nature of the issue;
• whether repair or replacement is reasonably available;
• product availability;
• the time since purchase;
• the condition of the product; and
• applicable Singapore law.

We may offer repair or replacement before providing a refund where this is reasonable and permitted by law.

10. Warranty Claims

Products covered by a manufacturer’s or store warranty will be handled according to the applicable warranty terms.

Warranty coverage generally does not include:

• normal wear and tear;
• scratches occurring after delivery;
• accidental damage;
• impact or crushing damage;
• loss or theft;
• improper use;
• improper storage;
• exposure to excessive heat or chemicals;
• use of unsuitable cleaning materials;
• unauthorised repair or modification;
• damage caused by incompatible devices or accessories;
• normal battery deterioration;
• cosmetic wear that does not affect operation; or
• prescription errors supplied by the customer or an external provider.

A warranty claim may result in repair or replacement rather than an immediate refund.

11. How to Request a Return

Before returning a product, contact us and provide:

• your name;
• order number;
• product to be returned;
• reason for the return; and
• supporting photographs where relevant.

Do not send a product back without first contacting us.

We will provide instructions on whether the product should be:

• returned to our retail location;
• sent using an approved delivery method; or
• collected through another arrangement.

Products returned without prior authorisation may be rejected or returned to the sender.

12. Return Delivery Costs

For an approved change-of-mind return, you are responsible for:

• return-delivery charges;
• suitable packaging;
• ensuring the product reaches us safely; and
• the risk of loss or damage during return delivery.

We recommend using a trackable delivery service.

Where the product is confirmed to be defective, damaged before delivery or incorrectly supplied, 8ight Optix Vision will bear reasonable return-delivery costs or arrange an appropriate return method.

We will not reimburse premium or expedited delivery charges unless approved by us in advance.

13. Original Delivery Charges

Original delivery charges are generally not refundable for change-of-mind returns.

Original standard delivery charges may be refunded where:

• the entire order is rejected because it was incorrectly supplied;
• the entire order is confirmed to be defective; or
• a refund of those charges is otherwise required by law.

Additional charges paid for urgent, same-day or special delivery services may not be refundable if the delivery service was successfully completed.

14. Product Inspection

All returned products will be inspected before a refund or exchange is approved.

We may reject the return or reduce the refund where permitted by law if the product:

• has been used beyond reasonable inspection;
• is damaged;
• is scratched or stained;
• has missing parts;
• is missing its original packaging;
• has been modified or adjusted;
• cannot be resold for hygiene reasons; or
• has lost value because of handling after delivery.

We will contact you if the returned product does not meet the requirements of this policy.

15. Refund Method

Approved refunds will normally be issued through the original payment method used for the purchase.

Depending on the original payment method, a refund may be made through:

• payment-card reversal;
• bank transfer;
• payment-gateway refund; or
• another method agreed between you and us.

Cash refunds will not be provided for purchases made using a non-cash payment method unless required by law or expressly agreed by us.

Store credit or a voucher will be provided only where:

• you agree to receive it;
• it formed part of the original promotional terms; or
• another arrangement is legally permitted.

16. Refund Processing Time

After a returned product has been received, inspected and approved, we will aim to initiate the refund within seven business days.

The time required for the amount to appear in your account will depend on your:

• bank;
• card issuer;
• payment provider; or
• original payment method.

Processing by banks or payment providers is outside our control and may require additional time.

17. Exchanges

Where an eligible product is returned, you may request an exchange instead of a refund.

Exchanges are subject to:

• product availability;
• inspection of the returned product;
• payment of any price difference; and
• the conditions of this policy.

If the replacement product costs more than the original product, you must pay the difference.

If the replacement product costs less, the remaining balance may be refunded through the original payment method or handled through another agreed arrangement.

Customised products cannot be exchanged for change-of-mind reasons after production has started.

18. Promotional Products and Free Gifts

Where a product was purchased as part of a promotion, bundle or package, the entire promotional bundle may need to be returned.

Any complimentary product, free gift or promotional item supplied with the order must also be returned in its original condition.

If a free gift is not returned, we may deduct its stated retail value from the refund where permitted by law.

Refunds for bundled products may be calculated according to the promotional price paid rather than the normal individual retail prices.

Promotional codes and vouchers are not refundable for cash.

19. Discounted and Clearance Products

Discounted products may qualify for return where they meet the general conditions of this policy.

Products clearly marked as:

• final sale;
• clearance;
• non-returnable; or
• display items sold with disclosed defects

are not eligible for change-of-mind returns.

This does not affect your rights regarding defects that were not disclosed before purchase.

20. Order Cancellations

Contact us immediately if you wish to cancel an order.

An order may be cancelled before processing or production has started.

An order cannot normally be cancelled after:

• prescription-lens production has started;
• a lens has been cut;
• a product has been customised;
• an electronic product has been activated;
• the order has been dispatched; or
• another non-recoverable cost has been incurred.

If an eligible cancellation is approved, the refund will be processed through the original payment method.

21. Refused and Uncollected Orders

Refusing delivery or failing to collect an order does not automatically qualify the order for a refund.

For eligible non-customised products, reasonable costs incurred for:

• delivery;
• return delivery;
• storage; or
• administration

may be deducted from the refund where permitted by law.

Customised and prescription products may remain non-refundable even if they are refused or not collected.

22. Purchases From Other Sellers

This policy applies only to products purchased directly from 8ight Optix Vision.

Products purchased from another:

• retailer;
• marketplace seller;
• distributor;
• reseller; or
• third-party website

must be returned to the original seller according to that seller’s refund and return policy.

Manufacturer warranties may still apply according to their separate terms.

23. Abuse of the Return Policy

We may reject a return or restrict future returns where we reasonably identify:

• fraudulent claims;
• altered proof of purchase;
• substitution of products;
• deliberate product damage;
• repeated unreasonable returns;
• misuse of promotional benefits; or
• another abuse of this policy.

We may request identity or transaction verification before processing a return.

Nothing in this section allows us to refuse a valid legal remedy for a genuinely defective or non-conforming product.

24. Contact Us

For return, exchange or refund enquiries, please contact:

8ight Optix Vision

144 Upper Bukit Timah Road
#03-K18/K19 Beauty World Centre
Singapore 588177

Email: Info@lensmeta.com
Telephone/WhatsApp: +65 8100 1946

Please include your order number when contacting us about an existing purchase.