Return/Refund Policy
- Eligibility for Returns:
- We accept returns for eyewear within *7 days* of the delivery date as per UAE Law.
- To be eligible for a return, the eyewear must be in its original condition, including the original packaging and any included accessories.
- Customized or prescription eyewear cannot be returned unless there is a manufacturing defect or error in the prescription.
- Return Process:
- To initiate a return, please contact our Customer Service team at info@eyez.ae with your order number, the reason for the return and a photo of the item’s condition.
- Our team will provide you with a Return Merchandise Authorization (RMA) number and instructions for returning the item.
- Please securely pack the eyewear and include the RMA number inside the package. The return shipping cost is the responsibility of the customer, unless the return is due to an error on our part.
- Refunds:
- Once we receive and inspect the returned eyewear, we will process your refund within 5-7 business days.
- Refunds will be issued to the original payment method used at the time of purchase. Please note that it may take additional time for the refund to appear in your account, depending on your bank or credit card provider.
- Exchanges:
- If you wish to exchange an item for a different style or size, please follow the return process and place a new order for the replacement item. Exchanges are subject to availability.
- Non-Returnable Items:
- Contact lenses and solution are non-returnable and non-exchangeable in accordance with the regulations set by the UAE Ministry of Health and Prevention
- Due to health and hygiene reasons, we cannot accept returns on contact lenses or other personal care products.
- Custom or prescription eyewear orders are final sale, unless there is a defect or error in the prescription.
- Any eyewear marked as "final sale," or “Clearance Sale” means that the item cannot be returned or exchanged once purchased.
- Defective or Incorrect Items:
- If you receive a defective or incorrect item, please contact our Customer Service team immediately with your order number and details of the issue. We will arrange for a replacement or full refund at no additional cost to you.
Contact Us:
We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. For any questions or further assistance, please reach out to our Customer Service team at info@eyez.ae or call us at +971 50 561 6174.