Eyewa App

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Return and Refund Policy


If for any reason the customer is not completely satisfied with their purchase, they can return the product(s) within 30 days of receiving them in GCC, granted they are in their original condition & packaging. Shipping fees and cash on delivery charges won't be refunded.

Contact Lenses: If returning Contact lenses, the customer has to make sure that the box is unopened, unused & without any damage along with the free solution in the original packaging, if given.

Sunglasses, Blue Light Frames, Reading Glasses: If returning Sunglasses, Blue Light frames, or Reading Glasses, the customer has to make sure that there are no scratches/damage or wear/tear on the frame & lenses.

Prescription Eyeglasses: If the customer is not comfortable with Prescription Eyeglasses and wish to return them, they can visit one of the nearby eyewa stores after 3 days where optometrists will help fit & adjust the frame properly. For Progressive orders, It can take up to 2-3 weeks for the customer to adapt to the lenses after the adjustment.

Opthalmic/prescription lenses, coating add-ons and packages are not refundable.
Glazing service is not eligible for refunds.
The customer also has to make sure that there are no scratches/damage or wear/tear on the frame & lenses.
If a customer opts to claim insurance on their Eyewa order, they should be aware that this makes them ineligible for a refund

Section 1: How the Customer Can Return and Refund Online Orders?

The customer can initiate a return or refund request by accessing the "return and refund" section in their account on the eyewa app or website. Once the request is placed, one of the delivery partners will get in touch with the customer to collect the item(s). Alternatively, they can return items purchased online at any eyewa physical store.

Upon receiving the returned product(s), a thorough quality inspection will be conducted by the eyewa team. The customer will then receive an email either confirming the acceptance of their request or explaining the reasons for its rejection.

If the request is accepted, the refund will be processed by eyewa within about 2 days. The refund amount will be available in the payment method used within about 5-7 business days, depending on banking regulations in the country the customer is in.

The refund will be issued to the original payment method. If they paid using cash on delivery, the customer will receive eyewa credit that can be used for their next purchase at eyewa, please understand that eyewa won’t do bank transfers if the original payment is through cash.

If the return request is denied (for reasons such as wear and tear, misuse, scratches on frames and lenses post-delivery, or lack of valid invoice or order confirmation), the product(s) will be sent back to the customer along with an email explaining the reason for the rejection.

Section 2: How the Customer Can Return and Refund In-Store Purchases?

The customer can bring these items directly to any eyewa retail store. The staff will perform a quality check to determine whether the item(s) qualify for a refund. If approved, the refund will be processed instantly, reverting to the original payment method.

The refund amount will be available in the payment method used within 5-7 business days, depending on bank regulations in the country the customer is in.

For purchases paid in cash, refunds will be issued as eyewa credit, or the customer can opt to collect cash directly from the store. If the request is rejected, the product(s) will be returned to the customer with an explanation.

Section 3: Returning Sale Product(s)

If the customer purchased items as part of a "Buy any, Get any" offer, they need to return all items together. Similarly, for mix and match products, all products must be returned together. Discounted products are eligible for returns under the same conditions as regularly priced products, but only the amount paid will be refunded. Unfortunately, clearance or final sale products cannot be returned.

Section 4: Additional Notes

The customer understands that they need to meet eyewa's return criteria as mentioned above to ensure a smooth refund process. 

In case eyewa can't accept their return request, they will have up to three delivery attempts to receive the product(s) back. If they miss the deliveries, the customer will make sure to reach out to their customer care team within three days after the last attempt to arrange another delivery.

The customer should remember that after the final delivery attempt, eyewa won't be able to send the product(s) again. They can also expect up to three pickup attempts by eyewa. If they can't arrange the pickup within 5 days after the last attempt, their return request will be canceled.

The customer has a 30-day window to initiate a return, the customer can contact eyewa anytime during that period. Our team is available to assist the customer and ensure their satisfaction with the service!