Refund policy

We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a hassle-free return policy.

Refund & Return Policy

1.1  Overview
We stand behind every product we sell. If you are not fully satisfied with your purchase, whether made in-store or online; we accept returns within 15 calendar days from the date of purchase (in-store) or confirmed delivery date (online orders), subject to the conditions set out below. Completing a purchase, in any channel, constitutes your acceptance of this policy.

1.2  Eligibility Conditions
To qualify for a return and refund, all of the following must be true at the time the return is received:

  • Returned within 14 calendar days from the date of purchase (in-store) or confirmed delivery (online).
  • Unused and unworn, the item must never have been used or worn, including trying on without the original protective film still intact.
  • In pristine original condition, all original packaging, protective case, tags, cleaning cloth, and included accessories must be present, intact, and undamaged.
  • Accompanied by valid proof of purchase: original receipt (in-store) or order confirmation email (online).

Items that do not satisfy all four conditions above will not be accepted for return. They will be sent back to the customer at the customer's shipping expense, with no refund issued.

1.3  Mandatory Hygiene Inspection for Unsealed Frames
Due to the personal and health-sensitive nature of eyewear products, all returned optical frames and sunglasses that have been unsealed must pass a mandatory hygiene and quality inspection conducted by our certified in-house lab technician before any refund can be approved.

The inspection covers:

  • Scratches or surface marks on lenses and frame surfaces.
  • Signs of wear, adjustment, or physical stress to hinges, temples, or nose pads.
  • Any cosmetic alteration or hygiene concern that would prevent the item from being offered to another customer.

We hold ourselves to the same standard of care that you expect from us, and to the same standard we uphold for every customer we serve. This inspection is not a barrier; it is a commitment to fairness.

Items that fail the inspection will not be refunded and will be returned to the customer at the customer's cost. The customer will be notified of the failure and the specific reason within 3 business days of the inspection.

1.4  Non-Returnable & Non-Refundable Items

The following items are strictly excluded from our return and refund policy under all circumstances:

  • Prescription (Rx) lenses: once a prescription has been submitted and lens fabrication has commenced, the order is considered custom-made and is non-refundable, including in cases of prescription error by the customer.
  • Frames fitted with prescription lenses: the combination of a frame with a custom prescription lens is treated as a bespoke product and is non-refundable once fabrication is complete.
  • Items marked as 'Final Sale', 'Clearance', or purchased under a non-returnable promotional offer.
  • Items returned after the 14-day window.
  • Items showing signs of use, wear, physical damage, or modification.

If you are unsure whether your prescription is correct, we strongly recommend having it verified by a licensed optometrist before submitting your order.

1.5  Refund Processing Time & Method

Approved refunds are processed within 1 to 3 business days of the inspection approval date. Refunds are always issued using the same payment method as the original transaction. We do not substitute refund methods without the customer's explicit written request.

  • Credit / Debit Card: Initiated within 1–2 business days of approval. Funds may take an additional 3–10 business days to appear on your statement, depending on your issuing bank.
  • Cash on Delivery (COD): Refunded via bank transfer to a bank account provided by the customer. Transfer initiated within 1–2 business days of approval.
  • Bank Transfer: Returned to the originating bank account within 1–2 business days of approval.
  • Buy Now Pay Later (BNPL): We initiate the refund on our end within 1–2 business days of approval. Final settlement timelines are governed by the BNPL provider's own terms.

We do not issue store credit or gift vouchers in lieu of a monetary refund unless explicitly requested in writing by the customer.

1.6  Non-Refundable Fees

The following are non-refundable in all cases, regardless of the reason for the return:

  • Original shipping and handling fees paid at checkout.
  • Customs duties, import taxes, or any charges levied by border authorities.
  • Return shipping costs, the customer is solely responsible for the cost of returning the item to us.

We strongly recommend using a tracked and insured courier for all return shipments. We accept no liability for items lost or damaged during return transit.

1.7  How to Initiate a Return

Online Orders:

  • Step 1: Contact our Customer Care team within 14 days of delivery via email (hello@almokhtaroptics.com) or our website contact form.
  • Step 2: Provide your order number, the item(s) you wish to return, and a brief reason for the return.
  • Step 3: Upon review and approval, you will receive a Return Authorisation (RA) number and return shipping instructions.
  • Step 4: Securely pack and ship the item(s) in their original packaging, quoting your RA number on the parcel.
  • Step 5: Once received and inspected, we will notify you of the outcome within 2 business days.

In-Store Purchases:

  • Bring the item, original receipt (paper or email), and all original packaging to any of our physical store locations within 14 days of purchase.
  • Our store team will assess the item against the eligibility conditions and proceed accordingly.
  • In-store refunds that pass inspection are processed immediately or within 1–2 business days, depending on payment method.

1.8  VIP Exception Tier – GOLD® Members

As part of our commitment to long-term relationships and exceptional service, customers enrolled in our VIP – GOLD tier benefit from extended flexibility under this policy, subject to the conditions below.

GOLD® Tier Privileges:

  • Extended Return Window:
    GOLD members may return eligible items within 30 calendar days from the date of purchase (in-store) or confirmed delivery (online), instead of the standard return window.

  • Enhanced Eligibility Consideration:
    Returns from GOLD members are reviewed with priority and care, allowing for reasonable consideration in borderline cases, provided the item:
    • Fully passes the mandatory hygiene and quality inspection
    • Meets our standards required for resale as a new, pristine product
    • Includes all original packaging and components in intact condition

  • Priority Inspection & Processing:
    Returns from GOLD members are prioritized, with inspection results communicated within 1–2 business days where operationally feasible.

  • Return Shipping Support (Online Orders):
    For approved returns, one return shipment per order may be covered by the company, provided the return is initiated within the eligible period and complies with all conditions.

Important Conditions:

  • All GOLD tier returns remain subject to the Mandatory Hygiene Inspection (Section 1.3).
  • Non-returnable items listed in Section 1.4 remain strictly excluded, including prescription lenses and custom-made products.
  • Abuse or excessive use of the VIP return privilege may result in revocation of GOLD benefits at our discretion.
  • GOLD benefits apply only to registered customers verified within our system at the time of purchase.

Nothing in this policy limits, excludes, or waives any statutory rights that consumers are entitled to under applicable law in their jurisdiction.
Thank you for choosing our products, and we appreciate your business.