Returns, refunds and cancellation

Our online shop is opening soon. Until it opens, nothing can be bought on this website — frames are sold in our stores. This page applies to orders placed through the online shop once it opens.

Faulty or wrong items. Please check your frame when it arrives or when you collect it. If it is faulty, damaged or not what you ordered, tell us and we will repair it, replace it or refund you in full, as the Consumer Protection Act 1999 requires — for a delivered frame we arrange and pay for sending it back. This applies whether you bought online or in store, and nothing in this policy limits your legal rights.

Change of mind. We only take back frames that are faulty, damaged or not what you ordered, so we cannot refund or exchange a frame because you changed your mind.

Your lens voucher. If we refund a frame, its lens voucher is cancelled unless it has already been used.

Orders we cannot fill. If a frame is no longer available after you pay, we tell you on WhatsApp and refund you in full.

Price mistakes. If a price on this website is clearly wrong, we contact you before sending your order. You can then pay the correct price or cancel for a full refund.

How refunds are paid. Refunds go back to the payment method you used, through Curlec, within 7 working days of our approval. Your bank may take a few more days to show it.

How to ask. Contact us at myvision.ew@gmail.com or +60 13-356 3195 (WhatsApp) with your order number (for example MV-2610-0001), or visit any of our stores.

Your frames are held for one hour while you pay. An order that is not paid in that time is cancelled automatically, and nothing is taken.