Refund policy
We reserve the right to reject your order if it is found that your eye condition and/or prescription is not suitable for online prescription lens purchase (according to local regulations in Singapore). We will contact you directly to arrange for refunds or alternative arrangements.
Prescription
If you are using your own prescription, please ensure that is correct and up-to-date prior to your online purchase. Lens replacement charges will apply if you need to replace your lenses due to prescription-related issues.
Returns
Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. It must not have been altered or damaged in any way.
If your item is eligible for 1-to-1 exchange, our customer care team will liaise with you directly for arrangements. If the same product is no longer available, we will offer suitable alternatives instead.
Several types of goods are exempt from being returned. Personal goods such as contact lens accessories and lens cloths cannot be returned due to hygiene reasons.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
- Products labelled as "vintage", "as-is", "non-returnable" or "non-refundable"
Note: Products that are vintage will be clearly labelled as "vintage eyewear" in the product title and description. These products are at least 20 to 30 years old and often have tarnishes and/or defects. Vintage products are strictly not eligible for refunds or returns.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@rayliteoptical.com.sg.
Sale items (if applicable)
Only regular priced items may be refunded. Unfortunately, sale items or items clearly labelled as "vintage" or "as-is" cannot be refunded.
Exchanges (if applicable)
We only replace items with manufacturing defects. If you need to exchange it for the same item, send us an email at sales@rayliteoptical.com.sg and send your item to: Blk 201-D Tampines Street 21, #01-1133, Singapore 524201, Singapore.
Shipping
To return your product, you should mail your product to: Blk 201-D Tampines Street 21, #01-1133, Singapore 524201, Singapore
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.