Shipping, Return & Refund Policy
Overview
At Muse Cons Lab, customer satisfaction is our priority. Our return and refund policy is valid for 30 days from the date of purchase. If more than 30 days have passed since your purchase, we regret that we may not be able to offer a full refund or exchange
Shipping Policy
Order Processing
All orders are processed and dispatched from our warehouse within:
- Malaysia Orders: 1-2 working days
In the event that an item is temporarily out of stock, your order will be placed on hold and a notification will be sent via email. Customers may select a replacement item by contacting our customer service team. Once the replacement is confirmed, the order will be processed within 1 working day.
Should there be any unexpected delays, we will notify you accordingly.
If you have not received your order within 10 days after shipment, please contact us at [email protected] for assistance.
Delivery Time & Shipping Fees
Domestic Shipping (Malaysia)
Orders are generally processed and shipped within 24–48 working hours.
Estimated delivery time:
- West Malaysia: 3–5 working days
- East Malaysia: 5–7 working days
Shipping charges will be automatically calculated during checkout based on the total parcel weight and destination.
Please note that delivery times may be extended during festive seasons, promotional campaigns, or unforeseen courier service disruptions.
Return & Refund Policy
Eligibility for Returns
Returns and refunds are subject to approval by Muse Cons Lab.
To qualify for a return or refund:
- The request must be made within 30 days of receiving the product.
- The item must be unused, unopened, and in its original condition.
- The item must be returned with its original packaging intact.
Items returned without prior approval may not be accepted.
Non-Returnable & Non-Refundable Items
The following items are not eligible for return, refund, or exchange:
- Sale or discounted items
- Clearance items
- Promotional products
- Personalized or customized products
- Products marked as non-returnable
- Opened or used contact lenses
- Returns due to change of mind
- Incorrect selection of color, design, or size
Exchange Policy
Customers who have accidentally ordered the wrong prescription power may request an exchange, subject to approval.
Conditions:
- Product must remain unopened and unused.
- Exchange requests must be submitted within 7 days of receiving the order.
- A processing fee of RM10 may apply.
Defective Products
All products undergo strict quality inspection before shipment.
If you receive a defective product, please contact us immediately with clear photos and your order details.
Important:
- Customers are advised to inspect all products before opening the lens bottle, vial, or blister packaging.
- Opened contact lenses are generally not eligible for return or exchange.
- Muse Cons Lab reserves the right to reject claims for products that have been opened, misused, or damaged after delivery.
Order Cancellation
Orders are processed immediately upon successful payment and therefore cannot be guaranteed for cancellation.
If cancellation is not possible, customers may initiate a return request after receiving the order, subject to our return policy.
A processing fee of RM10 may apply for approved cancellations or exchanges.
How to Return an Item
To request a return:
- Contact our customer support team.
- Provide your Order ID.
- Submit photos showing the product condition or defect (if applicable).
- Wait for return authorization approval.
Once approved, we will provide the return address and detailed return instructions.
Customers are responsible for return shipping costs unless the return is due to our error or a verified product defect.
For valuable items, we recommend using a trackable shipping service or purchasing shipping insurance.
How Exchanges Are Processed
Once we receive and inspect the returned item, we will notify you via email regarding the approval status.
If approved, we may provide:
- A replacement product
- Store credit
- An alternative solution deemed appropriate by Muse Cons Lab
Processing times may vary depending on product availability.
Refund Process
Approved refunds will be issued in the form of store credit or a coupon voucher.
Once your returned item has been received and inspected:
- We will notify you of the approval or rejection of your refund.
- Shipping charges and applicable processing fees may be deducted from the refund amount.
- Refund vouchers will be issued within 7 working days.
Store credit vouchers are valid for 180 days from the date of issuance and may be used for future purchases on our website.
Missing Refund or Store Credit
If you have not received your refund voucher within the stated timeframe, please contact our customer service team at:
Our team will be happy to assist you.