Product Return and Exchange
Customers may return the un-open products in the following condition:
- Diopter does not match with purchasing record
- Colour and style does not match with purchasing record
Other reason for return will not considered.
Product return period:
- 7 days after receiving products (Late return application will not be considered)
Returning Procedure:
- Please take pictures for the related product(s) and receipt
- Send following information (Full Name, Order Number, Product Name, Contact no, and related photo) to us CS team by email or WhatApps to follow-up.
Email: cs@cl-mall.com
WhatsApp: +852 6993 9576 - Our customer service executive will soon contact you for further details.
- Customers need to return product together with the package to our company. Postage will be paid by buyer.
Notice:
- Our company will not accept return or exchange requests without a receipt/order number or relevant product photos as proof.
- For returns, please use a reliable shipping method (e.g., registered mail or SF Express). cl mall is not responsible for lost items during return shipping.
- Opened products cannot be exchanged. All products are non-refundable.
- After receiving your return, cl mall will provide a cash coupon code of equivalent HKD value via email within three days, which can be used for your next purchase at cl mall.
- If part of a combo set is returned, the coupon code value will be calculated based on the average price per box.
- Discounts from coupons and any shipping or handling fees from the original order are non-refundable.
- If you feel discomfort with prescription lenses fitted by our optometrist, you may have a free refitting within one month from the purchase date, but you must return the old lenses and present the sales receipt. We are not responsible for any damage caused by self-assembly of lenses or frames.
- If lenses are not fitted by our optometrist, we are not responsible for any discomfort experienced after wearing them.
- If you need to cancel an order, the deposit will not be refunded. Ordered products cannot be changed or exchanged for any reason; if the ordered item is out of stock, the deposit will be refunded in cash.
- If you request a refund after placing an order, a 10% handling fee will be charged on the total order amount.
- In case of any dispute, cl mall reserves the right of final decision on returns and exchanges.
- In case of discrepancies between the Chinese and English versions, the Chinese version shall prevail.
