COVID19 PROTOCOLS

Return Policy

We offer 1 week ( 7 days) return window to all our customers, except for contact lenses, prescription swimming googles, prescription protective safety glasses, prescription sports glasses and items with “Non-Exchangable, Non-Returnable Tag. subject to the below mentioned terms and conditions. We recommended you carefully read the terms and conditions, and polices. This will give you all the important information regarding our obligations and your rights as our customers for any purchase that you make on our website.

Free Returns

In the below mentioned cases, customer is eligible to raise a Free Return/Replacement/Refund request. 

  • Product is different from the specifications (Colour/Shape/Size etc;) mentioned on website at the time of placing an order.
  • Eye power is different from the power/prescription that was provided by the user at the time placing an order (please note that upto 3-5 degrees plus or minus in Axis number is not considered as wrong number, variation of 3-5 degrees is possible when checked on different lensometers). 
  • Product is damaged in transit before it is delivered to user. (It is the customer’s responsibility to not accept the damaged shipment or if the package is already opened. However, if the product is found to be damaged after opening the package, the customer should inform us via. e-store@opticone.ae, within 3 hours. Unfortunately, if the information reaches us after that, then he/she will not be eligible for free returns.)
  • Lens material used is different from what was selected by the user at the time of placing an order. 

You can still raise a return request within 1 week after receiving the product ( except for contact lenses) for reasons that is not mentioned above. Please make sure the below conditions are met before sending the product back.

The product you wish to return:

– can be sent back to us only after you have received a confirmation mail from us.
– must be sent back within 7 days from the delivery date.
– must be unused, clean, not damaged, complete of all of its parts and accessories.
– must be sent in its original packaging.

Once the return is approved, we will arrange the courier to pick-up the item from your place . Please Note, the courier charges for returning the product, which can be vary from AED 20- AED 25 depends on the location, will be deducted from the total refund. This is because, as a small organization, we cannot afford a two way shipping fee of the returns.

Please note that we reserve the right to refuse any returned shipments if the product has been used or tampered with. Shipping & Handling fees are non-refundable.

REFUNDS

Once we receive your returned item, we will notify you through email that the returned item is received. If all the above mentioned conditions are satisfied, we will initiate the refund process. It might take 5-10 working days to reflect the refund in your statement.

For Cash On Delivery Orders, we can issue refund only through Store Credit. No cash refunds are applicable. COD charges will be deducted from the total refund.

Return of contact lenses & ophthalmic lenses is not possible after purchase as the items fall under the medical product category.

If we are unable to accept your return or exchange we will send you your items back and explain the reason for refusal.

Sale items (if applicable) & Products with Non-Returable, Non-Exchangable Tag on them

Once purchased, Items on clearance sale cannot be exchanged or refunded online or offline. AED 99 Frames & Sunglasses cannot be exchanged or refunded once purchased. Items on clearance price with Non-Returnable, Non-Exchangeable tag cannot be exchanged or returned.