Terms and Conditions

1. GUIDELINES

Ivy Lense is owned by Solavish Sdn. Bhd. and the business has been registered with SSM. All contact lenses displayed in online stores are genuinely from reputable contact lens suppliers and registered with the Medical Device Authority (MDA), Ministry of Health Malaysia. Contact lenses adhere to proper storage methods as stated on the product label. Contact lens prescriptions typically are valid for one year or one day as stated on the product label. Customers are advised to have regular eye check at any optical store where they have a Registered Optometrist or Optician and are permitted to perform eye examination. Customers are advised to have a valid contact lenses prescription issued by a Registered Optometrist or Optician within six months after issuance. Eyeglasses lens prescription might not be the same as contact lens prescription. You are advisable to refer to a Registered Optometrist or Optician for advice. Customers are advisable to have a comprehensive eye examination with a Registered Optometry practitioner before making a purchase of contact lenses. Please seek the advice of a medical practitioner or optometrist registered if experiencing persistent symptoms or side effects.

2. DELIVERY

2.1 We aim to deliver the Product to you at the place of delivery requested by you in your Order and the delivery time indicated by us at the time of your order checkout (as updated in the Order Confirmation).

2.2 Your order will be delivered to you via the service of a courier service company appointed by us.

2.3 We aim to deliver within the time frame indicated below but we are not able to guarantee any firm delivery dates upon order and to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery by courier service.

2.4 We deliver in our standard packaging and there is no delivery from HQ during Saturday, Sunday and Public Holidays.

2.5 If delivery or collection is delayed through your unreasonable refusal to accept deliver or if you do not (within one week of our first attempt to deliver the Product to you) accept delivery, we may (without affecting any other right or remedy available to us) do either or both of the following:

  • charge you for any fee and other costs reasonably incurred by us; or
  • no longer make the Product available for delivery or collection and notify you that we are immediately canceling the applicable Contract, in which case we will refund to you as applicable any money already paid to us under the Contract, less our reasonable administration charges (including for attempting to deliver and then returning the Product, and any storage fees as provided.

2.6 On delivery of the product, you shall examine the products immediately upon collection for any deficiencies and/or damages.

2.7 Please note that it might not be possible for us to deliver to some locations. If this is the case, we will inform you using the contact details that you provide to us and arrange for cancellation of the order or delivery to an alternative address.

2.8 If you request for redelivery, we are entitled to charge for providing the service.

2.9 It is your responsibility to notify us immediately of any change to the delivery address.

2.10 Kindly maintain awareness of your parcel’s location. Should any issues arise beyond 7 days from the completion date, please note that courier services will be unable to conduct further investigations, as the claims window has expired. 

2.11 You acknowledge that the Products are standard and not made bespoke to fit any requirements that you may have.

3. CANCELLATION BY CUSTOMER ( NON- FAULTY PRODUCT)

If you wish to cancel your Order, please contact our HQ via WhatsApp +6010-2875517 or to the seller that you have made the order before. No cancellation fees shall be applicable. Once an Order has been dispatched it may not be canceled and the item must instead be returned to the company according to guidelines provided by the IVY LENSE Team

4. RETURNS AND REFUNDS POLICY

4.1 Ivy Lense shall use its best efforts to ensure that orders are correctly fulfilled and you shall examine the products immediately upon collection for any deficiencies and/or damages.

4.2 If you are not completely satisfied with your purchase, you may make the complaint within three (3) days after receiving the Product and return the Product to us within seven (7) days of receipt. The Product shall be in the original brand packaging (if applicable). This policy is applicable only to those products which do not fall under the list of non-refundable items provided on our Platform.

4.3 Return/Replacement of products or refund can be arranged under the following reasons:

  • If any product has been delivered in a damaged or defective condition (spilled liquid/contents, shattered/broken products); or
  • If the products is out of date or expired; or
  • If the wrong product which is different from the order is delivered; or
  • If the products are incomplete or have defects that come from HQ and manufacturer. Provided always that you shall return or cause to be returned to Ivy Lense the aforesaid products unused and in its original condition, quantity and packaging as it is first delivered to the customer together with the proof of order, payment and delivery of the products.

4.4 Customers must submit strong photo and/or video evidence that clearly supports the reason for the return/refund, where applicable. Ivy Lense may request for further supporting documents if evidence that does not support the customer’s claim will be rejected.

4.5 Non-Refundable/Replacement items if:

  • Any change of mind by the customer because of wrong selection, color, size, model, product not meeting expectation; or simply found it cheaper elsewhere.
  • Any products that have been deliberately damaged/misused/wrong product handling or by one’s own negligence.
  • Due to lighting effects, the monitor’s brightness, contrast setting, etc will not be entertained as there could be some slight differences in the color tone of the pictures with the actual item.

4.6 The replacement/exchange item must be one of a kind. If the replacement product is already out of stock, we will offer a different product or refund.

4.7 All items must be received by IVY LENSE in order for you to be eligible for a refund or replacement. The return of a product does not automatically warrant a refund/replacement. Ivy Lense will inspect the returned Products. You shall ensure that the Product is packaged properly. In the event that an item is returned to us in an unsuitable condition, we reserve the right not to accept returns and send the Product back to you.

4.8 You shall be responsible for the risks and condition of the Product to be returned until it reaches us at Ivy Lense. We will not be liable for any loss or damage to the product prior to the product being received by us.

4.9 Your returned Products are usually received and accepted at our HQ within a set number of days after the return drop off or pick up. Returns handling time will vary depending on your return method and courier of choice. We will refund you via internet banking which you may utilize for your next purchase. In event you prefer to be refunded by different means please contact us via WhatsApp and we will try our best to assist you.

5. FAULTY PRODUCTS

5.1 All Product descriptions, information and materials posted on this Platform are provided ‘as is’ and without warranties express, implied or otherwise howsoever arising.

5.2 Product image as seen on the Platform may slightly differ from the actual Product that you receive.

5.3 If the item you receive is faulty, please contact our IVY LENSE Team and provide your Order number, your name and address, details of the Product and the reason for return, and whether you require a replacement.

5.4 Upon receipt of the Products, we will examine it and we will advise you on the status of the replacement via WhatsApp as soon as practicable.

5.5 IVY LENSE may at its discretion refuse to process a refund however may offer a replacement/exchange order as a substitute remedy.

6. COUPON/VOUCHERS TERMS & CONDITION

6.1 The coupon code is valid for a limited time only. Ivylense reserves the right to modify or cancel this coupon code at any time.

6.2 The coupon code is limited to one use per customer only.

6.3 All coupon codes are applied to the value of the item/s only, excluding delivery costs and are subject to our general Terms and Conditions.

6.4 The coupon code does not apply to items that are already discounted or are currently on sale.

6.5 The coupon code cannot be combined with other coupon codes, discounts, or promotional offers. Therefore, you can only use one coupon code at a time.

6.6 Ivylense reserves the right to update these terms and conditions without prior notice.

6.7 The coupon code is not transferable, and may not be resold or redeemed for cash.

6.8 Ivylense reserves the right to update these terms and conditions without prior notice.

7. CIRCUMSTANCES BEYOND OUR CONTROL ( FORCE MAJEURE)

We shall not be liable to you for any breach, hindrance or delay in the performance of a Contract attributable to any cause beyond our reasonable control, including without limitation:

(a) Strikes, lock-outs or other industrial action

(b) Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war.

(c) Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster.

(d) Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

(e) Impossibility of the use of public or private telecommunications networks

(f) The acts, decrees, legislation, regulations or restrictions of any government, shipping, postal or other relevant transport strike, failure or accidents.

8. PRIVACY POLICY

In view of the Personal Data Protection Act (PDPA) 2010 implemented to safeguard the usage of personal data, you, as our valuable customer have the right to know the reasons we collect and use the personal data you have provided; how we use the personal data, whom we may share the personal data with, and how you may access, amend or complain in respect of your personal data. Privacy of Personal Data IVYLENSE respects the privacy of individuals with regards to personal data and is committed to protecting the privacy of our members. This privacy policy is formulated in accordance with the Personal Data Protection Act 2010, which describes how your personal data is collected and used and your choices with respect to your personal data. The following discloses our information gathering and dissemination practices.

8.1 Purpose of personal data collected.

  • To enable the customer to participate in promotions and contests.
  • To process exchanges or product returns.
  • To send the customer updates on products, news and events updates, rewards and promotions, special privileges.
  • To understand and analyze our sales, customer’s needs and preferences.
  • To improve our services.

8.2 Type of personal data collected.

  • Name
  • Address
  • Date of Birth
  • Phone Number(s)
  • Email
  • Gender

8.3 Security, Storage and Retention of Personal Data Your personal data will be stored securely either in hard copies in our offices and/or stored in servers located in Malaysia that will either be operated by us or our service providers. We will endeavor to ensure that all personal data supplied by you will be protected and stored securely to prevent any loss, misuse, modification, unauthorized or accidental access or disclosure, alteration or destruction. Any personal data supplied by you will be retained by our organization as long as necessary for the fulfillment of the purposes stated in (8.1) above and/or as required by regulatory requirements.

8.4 Changes to Privacy Policy We reserve the right to amend this Privacy Policy from time to time without prior notice. Please check for updates on our website https://www.ivylense.com/.’

8.5 Consent IVYLENSE seeks to use your personal information only for the purposes of legitimate commercial transactions and to notify you on our current promotions and news, and your obligation to provide your personal data to us is strictly voluntary and non-obligatory. By providing us with your personal information, you are consenting to this PDPA Statement and the collection, use, access, storage and processing of your personal information as described in this PDPA Statement. We only keep personal data for as long as it is necessary to satisfy the specified purposes, for which it was collected. We retain personal information in accordance with our own guidelines, procedures and principles and in line with the Personal Data Protection Act 2010. Your personal information has been disclosed to our Inhouse Department such as data processing, customer services and marketing; system provider, joint marketing partner(s) on specific marketing programs undertaken by our company. All the above departments, system provider and joint marketing partners will treat your personal information as strictly confidential, in accordance with all applicable data protection legislation and will process such personal information only for the intended purposes, which you have consented to. In compliance with PDPA, your personal data in our database will be safeguarded and will not be shared with any third parties without your written consent.

8.6 Access, Corrections and Complaints If you would like to make any enquiries, request access or correction of your personal data, or wish to lodge a complaint you may do so by contacting us at ivylense@solavish.my. We will continue to serve you with your best interests as our priority.