Last Updated: 6 October 2026

These Terms & Conditions (“Terms”) govern your access to and use of the Polkadotz Lens website and any orders or transactions made through the Website.

1. Company Information

The Website is operated by:

Legal Company Name: Polkadotz Group Sdn Bhd
Company Registration No.: 202401000400 (1546251-K)
Registered Address: No 33, Tingkat 1, Lorong Mak Mandin Jaya 8, Taman Mak Mandin Jaya, 13400 Butterworth, Penang, Malaysia
Email: polkadotz.business@gmail.com
WhatsApp: +60164420305

“Polkadotz Lens”, “Polkadotz”, “we”, “us” or “our” refers to Polkadotz Group Sdn Bhd. “You” or “your” refers to any person accessing the Website or placing an order.

By accessing the Website, placing an order or otherwise using our services, you agree to be bound by these Terms.

2. Use of the Website

You agree to use the Website only for lawful purposes and in accordance with these Terms. We reserve the right to refuse, suspend or cancel access to the Website, or to decline any transaction, where we reasonably consider this necessary for security, regulatory, operational or other legitimate reasons.

3. Contact Lens Safety

Contact lenses are intended for direct contact with the eye and should be used responsibly.

You should:

• use contact lenses only in accordance with the applicable instructions;
• use the correct lens power and specifications;
• follow recommended replacement and wearing schedules;
• maintain proper hygiene and lens-care practices; and
• seek advice from a registered optometrist, optician or other qualified eye-care professional where appropriate.

If you experience persistent redness, pain, irritation, blurred vision, discharge, excessive watering or other unusual symptoms, remove the lenses and seek professional medical or eyecare advice promptly.

Polkadotz Lens is not responsible for eye conditions, injury or complications arising from improper use, misuse, failure to follow instructions, unsuitable lens power, poor hygiene or failure to seek appropriate professional advice.

4. Product Information

We make reasonable efforts to ensure that product descriptions, colours, photographs, specifications and other information displayed on the Website are accurate.

However, actual colours may vary depending on lighting, photography, screen settings and individual eye colour.

Product availability, packaging, specifications and designs may change without prior notice.

5. Lens Power and Product Selection

Customers are responsible for checking and confirming their selected lens power, quantity, product, replacement schedule and other order details before submitting an order.

Where prescription or professional fitting requirements apply, customers are responsible for providing accurate and valid information and complying with any applicable requirements.

We may request additional information where reasonably necessary to process or fulfil an order.

6. Orders

Submitting an order constitutes a request to purchase the selected products.

An order is subject to acceptance and availability.

We reserve the right to refuse or cancel an order where:

• the product is unavailable;
• incorrect pricing or product information has been displayed;
• payment cannot be verified;
• the order contains inaccurate or incomplete information;
• the transaction appears fraudulent or suspicious;
• the order cannot reasonably be fulfilled; or
• cancellation is necessary to comply with applicable laws, regulations or regulatory requirements.

If we cancel an order after payment has been received, the relevant amount will be refunded where applicable.

7. Prices and Payment

All prices displayed on the Website are stated in the currency indicated at checkout.

Prices may be changed from time to time without prior notice.

The applicable price is generally the price displayed at the time the order is submitted, subject to obvious pricing errors.

Payment must be successfully completed before an order can be processed.

8. Order Changes and Cancellationt

Once an order is submitted, it enters our order processing system. Changes, cancellations or exchanges cannot be guaranteed once processing has commenced.

9. Shipping and Delivery

Orders are normally processed within the estimated processing period displayed on the Website.

Delivery times are estimates only and may vary due to courier operations, public holidays, weather, customs, peak periods, incomplete address information or other circumstances beyond our reasonable control.

A delivery estimate does not constitute a guaranteed delivery date.

10. Shipping Address

Customers are responsible for providing complete and accurate shipping address,
contact number and other required delivery information.

We are not responsible for delays, failed delivery, additional shipping charges or returned parcels caused by incorrect or incomplete information provided by the customer.

11. Delivery Issues

If a parcel appears damaged, opened, tampered with or otherwise abnormal upon delivery, customers should retain the parcel and its packaging and contact us as soon as reasonably possible.

We may request photographs, videos, shipping information and other evidence to investigate the matter.

12. Wrong, Missing or Defective Products

If you receive a wrong, missing or potentially defective product, please contact us within 48 hours of receiving your order.

Please provide:

• your order number;
• a clear and continuous unboxing video showing the unopened parcel;
• the shipping label;
• the opening of the parcel;
• the products received; and
• clear photographs or videos of the product, packaging and any suspected defect.

The unboxing video should be continuous and should clearly show the parcel before it is opened and the contents after opening.

For suspected lens defects, please retain the affected lens and its original bottle or blister pack, including the relevant packaging and product information, until the claim has been reviewed.

We may request additional information or evidence where reasonably necessary to
investigate the claim.

Once the issue has been reviewed and confirmed, an appropriate remedy may be
provided, including replacement, reshipment, store credit or refund.

13. Returns and Exchanges

Due to the hygienic and safety considerations, contact lenses are not eligible for return, exchange or refund due to change of mind, personal preference, incorrect lens power or specifications selected by the customer, or an incorrect purchase. This applies even if the product remains unopened.

Wrong, missing or defective products will be handled in accordance with Section 12.

14. Promotions and Discounts

Promotions, discounts, bundles, vouchers and promotional offers are subject to their stated terms.

Unless otherwise stated:

• promotions cannot be combined;
• promotional items are subject to availability;
• discounts cannot be exchanged for cash;
• promotional prices cannot be applied retrospectively; and
• we reserve the right to amend or withdraw a
  promotion where necessary.

15. Free Products and Promotional Items

Any free product, promotional item or complimentary lens provided as part of a promotion is subject to availability.

If an order is cancelled, partially refunded or otherwise adjusted, the eligibility and value of any promotional item may also be affected.

16. Product Care

Customers are responsible for storing, handling, cleaning and using contact lenses in accordance with the applicable product instructions and professional advice.

Do not share contact lenses with another person.

Do not use damaged, contaminated, expired or compromised lenses.

17. Website Availability

We aim to keep the Website available and operating properly but do not guarantee uninterrupted or error-free access.

The Website may occasionally be unavailable due to maintenance, technical issues, security incidents or circumstances beyond our control.

18. Intellectual Property

All content on the Website, including trademarks, logos, photographs, product images, graphics, text, designs and other materials, belongs to or is licensed to Polkadotz Group Sdn Bhd or its relevant licensors.

You may not reproduce, modify, distribute, copy or commercially exploit Website content without our prior written permission.

19. Third-Party Services

The Website may contain links to or integrate third-party services, payment providers, courier services or other platforms.

We are not responsible for the availability, content, policies or practices of third-party services.

Your use of third-party services may be subject to their own terms and policies.

20. Limitation of Liability

To the extent permitted by applicable law, Polkadotz Group Sdn Bhd shall not be liable for indirect, incidental, consequential or unforeseeable loss arising from the use of the Website or products purchased through it.

Nothing in these Terms is intended to exclude or restrict any liability or legal right that cannot lawfully be excluded or restricted.

21. Events Beyond Our Control

We shall not be responsible for delay or failure to perform our obligations where caused by circumstances beyond our reasonable control, including natural disasters, severe weather, epidemic or pandemic events, government action, customs restrictions, courier disruption, labour disputes, technical failures, cyber incidents or other similar events.

22. Privacy

Personal information provided to us will be handled in accordance with our Privacy Policy and applicable data protection requirements.

23. Regulatory Requirements

Certain products and transactions may be subject to prescription, professional dispensing, registration, licensing, import, export, advertising, product safety or other regulatory requirements.

We reserve the right to request information, impose reasonable requirements, decline an order or take other steps where necessary to comply with applicable laws or regulatory requirements.

24. Governing Law and Jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with the laws of Malaysia, to the extent permitted by applicable law.

Nothing in these Terms and Conditions is intended to exclude, restrict or override any mandatory law, regulatory requirement or consumer right that cannot lawfully be excluded or restricted.

To the extent permitted by applicable law, the courts of Malaysia shall have jurisdiction over disputes arising from or relating to these Terms and Conditions or any transaction made through the Website.

25. Changes to These Terms

We may update these Terms from time to time.

The latest version published on the Website will apply to future use of the Website and future transactions.

26. Contact Us

For questions regarding these Terms, orders or customer service:

Email: polkadotz.business@gmail.com
WhatsApp: +60 16-442 0305