Refund policy
EU Customers – Right of Withdrawal
If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason (cooling-off period).
To exercise your right of withdrawal, you must inform us within 14 days of delivery by contacting us at info@eyez.ae or by using the Withdrawal Form available on our website.
Once you have notified us, please return the item within 14 days. We will process your refund within 14 days of receiving the returned goods, using the same payment method as your original purchase.
Exceptions — The right of withdrawal does not apply to:
Custom or prescription eyewear made to your specifications
Contact lenses and personal hygiene products once unsealed
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.
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.
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 "Sale" or "Clearance Sale" 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.