Optic One Return Policy

Free Returns for Eligible Items

At Optic One, we are dedicated to ensuring that your shopping experience is as satisfying and effortless as possible. We’ve updated our return policy to be more flexible and customer-friendly, ensuring that you can shop with confidence. Below are the conditions for our enhanced return policy:
Returns are only available for orders within the UAE. Due to logistical constraints, we are unable to process returns for international orders

Return and Exchange Timeframe

  • Frames & Sunglasses: You have up to 7 days from the date of receipt to initiate a return or exchange for products purchased from Optic One, provided they meet the conditions outlined below.
  • Contact Lenses: Due to their specific nature, returns for contact lenses are accepted within 4 days from the date of receipt, under the condition that the outer box remains unopened, unused, and undamaged, including any free solutions provided in their original packaging.

One-Time Free Return for Eligible Products

We are pleased to offer one-time free return for frames and sunglasses. This policy is designed to make your online shopping experience worry-free, allowing you to return products at no additional shipping cost.
For Contact Lenses , if we make a mistake while processing your order, such as sending the wrong brand or prescription, or if a defective product is received, we will exchange your contact lenses at no cost to you. For all other return or exchange requests, including incorrect orders made by the customer, the return shipping fee is customer’s responsibility .

Product Condition for Returns and Exchanges

To qualify for a return or exchange, the product must be in its original condition — unused, clean, undamaged, and complete with all its parts, accessories, and packaging.

  • For eyewear, including sunglasses, there must be no scratches, damage, or wear and tear on both the frames and lenses.
  • To be eligible for a return or exchange, the outer boxes must be unopened and undamaged and all original items, including any complimentary solution bottles (if any), must be included. Color contact lenses may appear different on an individual’s eyes compared to how they look in a catalog or on a digital screen. This difference can be due to various factors, including eye color, screen resolution, and print quality. Therefore, these differences are not valid reasons for a return

Non-Returnable Products

Items marked as “non-returnable,” prescription lenses, accessories, solutions, special order contact lenses and custom-made lenses processed after agreed by customer via WhatsApp or email, and spare parts are not eligible for returns. Products labeled as “Final Sale” are sold as-is and are not eligible for returns or exchanges. Refer also the ‘Notes’ section for other details.

Return Process

To initiate a return, please visit our website and submit the return/request form.

Refund Processing

Once we receive the returned product and confirm that it meets our return conditions, your refund will be processed within 2 business days. The refund will be issued to the original payment method, except for Cash on Delivery (COD) orders, which will receive a store credit to your Optic One account. Please allow up to 5-12 business days for the refund to reflect in your account, depending on banking regulations.

Exchange Policy

Exchanges are available for products of equal value for online orders, enhancing your options and satisfaction with our services. If exchanged products are of lower value than the original, no refund of the balance will be made. If the exchanged products are of higher value, the customer will need to pay the price difference.

Notes

  • Home-Try-On Purchases: Products purchased following a physical home-try-on are not eligible for returns. In cases of manufacturing defects or prescription errors, we will provide a free exchange to ensure your satisfaction.
  • Contact Lenses: To be eligible for a return or exchange, contact lenses must be in their original, unopened, unused, and undamaged box. If the blister inside is sealed but the outer box is opened or damaged, the product will not be eligible for return. If you received the wrong product, inform us immediately, and do not open the box, as it will void the exchange.
  • Prescription Lenses: Prescription lenses are tailored specifically to your individual needs and therefore cannot be refunded. However, should there be any issues related to manufacturing defects or errors in your prescription, we are committed to assisting you with a prompt exchange to ensure your satisfaction.
  • Shipping Charges: Shipping charges and handing fees are non-refundable.