Introduction
This Return & Refund Policy outlines the terms and conditions under which customers may return or exchange products purchased from MOG Group of Companies. We understand that purchasing eyewear is a significant decision, and we are committed to ensuring customer satisfaction.

General Policy

• Satisfaction Guarantee: We strive to provide the highest quality products and services. If you are not satisfied with your purchase, please contact our customer service at careline@mog.com.my within 7 days of purchase for assistance.
• Non-Refundable Items: Certain items, including prescription lenses and contact lens solutions, are non-refundable due to hygiene and customization reasons.
• Contact Lenses: Unopened, fully sealed contact lenses with a minimum of 2 years of expiry, no damage, marks, or tampering can be returned.
• Damaged or Defective Products: If you receive a damaged or defective product, please contact our customer service within 3 days of purchase for a replacement or repair.

Return and Exchange Conditions

• Unused and Unworn: Products must be returned in their original condition—unused and unworn for eyewear, and with all original packaging and accessories. Contact lenses and solutions must remain unopened in original packaging.
• Receipt Requirement: An original or e-receipt is required for all returns and exchanges.
• Time Frame: Returns and exchanges must be initiated within 7 days of the purchase date.
• Custom Orders: Custom-made or prescription eyewear, including prescription lenses, is non-refundable and non-exchangeable, except in cases of manufacturing defects.
• Terms of Exchange: For manufacturing defects in materials or workmanship, defective parts will be repaired or replaced. If the model is no longer available, an equivalent replacement of the same value will be provided.

Refund Process

• Refund Method: Refunds are processed by HQ upon investigation, verification, and management approval. Approved refunds will be transferred directly or by cheque remittance to the customer’s bank account within 7 business days. Customers must provide accurate bank details, including bank name, account number, IC or passport number, full name, contact number, and email address.
• Shipping Costs: Customers must return the product in person to their salesperson in-store. For returns by shipping, the customer bears all shipping costs and assumes responsibility for the condition of the eyewear during transit. The product’s condition upon receipt will determine eligibility for a refund.
• Conditions of Refund: Refunds or exchanges are not available for incorrect sizes, change of mind, or damage due to negligence. Exceptions may be evaluated on a case-by-case basis, subject to management’s approval.
• Refund Amount: The refund will exclude shipping charges.

Exceptions

• Sale and Promotional Items: Clearance items and non-warranty, off-season offers are final sale and cannot be returned or exchanged. Sale items with standard discounts follow regular return and exchange conditions.

Contact Information
For questions or concerns regarding our Return & Refund Policy, please contact our customer service at careline@mog.com.my. We will respond within 7 working days.