Refund, Return & Exchange Policy

At Eyesight Mart, customer satisfaction is important to us. We aim to provide quality eyewear, clear product information, and a straightforward shopping experience. However, we understand that there may be situations where you need to return, exchange, replace, or request a refund for a product. This Refund, Return & Exchange Policy explains the general conditions, eligibility requirements, timelines, and procedures that apply to purchases made through Eyesight Mart. We recommend reading this policy carefully before placing an order, especially when purchasing prescription lenses, customized eyewear, or products made according to specific measurements or customer requirements.

1. Return & Exchange Window

You may request a return or exchange within 7 days of receiving your order, unless a different return period is clearly mentioned on the product page or communicated at the time of purchase. The return request must be submitted within the stated period. Requests received after the return window may not be accepted unless the product is defective, damaged, incorrectly supplied, or covered under another applicable exception. To be eligible for a return or exchange, the product should generally:

• Be unused and in its original condition.
• Be free from scratches, marks, breakage, damage, or visible signs of use.
• Include the original frame case, accessories, cleaning cloth, packaging, tags, and any other items supplied with the order.
• Include your order number, invoice, or other proof of purchase.
• Be packed securely to prevent damage during return shipping.
• Meet any additional conditions mentioned for the specific product.

Eyesight Mart reserves the right to inspect returned items before approving a return, exchange, store credit, replacement, or refund.

2. Items Eligible for Return or Exchange

A return or exchange may generally be considered in the following situations:

• You received the wrong product.
• You received the wrong frame colour, model, or size.
• The product arrived damaged during delivery.
• The product has a manufacturing defect.
• The product is materially different from the product you ordered.
• An eligible non-customized frame is unused and you wish to exchange it within the allowed return period.
• An item has missing components or accessories that were supposed to be included in the package.

Approval will depend on the condition of the product, the nature of the issue, and whether the item falls within the eligible return category.

3. Change of Mind Returns

For eligible standard products, Eyesight Mart may accept a change-of-mind return or exchange within the return period, provided that the product is unused, undamaged, and returned with all original packaging and accessories. Change-of-mind returns may not apply to prescription lenses, personalized products, customized eyewear, specially ordered frames, or other products prepared specifically according to customer instructions. Where a change-of-mind return is accepted, the customer may be responsible for return courier charges and any applicable delivery charges.

4. Prescription & Customized Lenses

Prescription lenses and customized eyewear require special handling because they are prepared according to the prescription, measurements, lens type, coating options, frame selection, and other specifications submitted by the customer. Because prescription lenses are made specifically for an individual order, they may not be eligible for return, exchange, or refund due to a change of mind. Customers are responsible for carefully reviewing all prescription details before placing an order, including:

• SPH values.
• CYL values.
• AXIS values.
• PD measurements.
• Right-eye and left-eye information.
• Lens type.
• Lens coating or treatment.
• Any additional customization options.

If the prescription details entered or uploaded by the customer are incorrect, Eyesight Mart may not be responsible for remaking the lenses free of charge. However, if Eyesight Mart manufactures the lenses incorrectly compared with the prescription or details submitted with the order, please contact us. We will review the issue and may offer a replacement, remake, exchange, store credit, or refund depending on the circumstances.

5. Prescription Verification

Customers are encouraged to provide a valid and recent prescription where required. If prescription information appears incomplete, unclear, or inconsistent, our team may contact you before production begins. Delays caused by missing, incorrect, or unclear prescription information may affect the processing or delivery timeline. Eyesight Mart may request clarification before proceeding with production if the submitted prescription requires confirmation.

6. Non-Returnable Items

Unless the product is defective, damaged, or incorrectly supplied by Eyesight Mart, the following items may not be eligible for return or refund:

• Prescription lenses made according to customer-provided details.
• Customized or personalized eyewear.
• Products that have been altered, resized, adjusted, engraved, or modified specifically for the customer.
• Used or worn eyewear.
• Scratched, broken, bent, damaged, or mishandled frames.
• Products damaged due to improper use or storage after delivery.
• Products returned without original packaging or important accessories.
• Final-sale or clearance products clearly marked as non-returnable.
• Products purchased under a special condition that clearly states they are not returnable.
• Any product that fails inspection due to signs of use or customer-caused damage.

7. Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective, incomplete, or incorrect, please contact Eyesight Mart as soon as possible after delivery. To help us investigate the issue quickly, we may request:

• Your order number.
• Your full name and contact number.
• Clear photos of the product.
• Photos of the packaging.
• A short video where necessary.
• A description of the issue.

Please keep the original packaging until the issue has been resolved, as it may be required for verification or courier return. Once the issue has been reviewed and verified, Eyesight Mart may arrange a replacement, repair, exchange, store credit, or refund as appropriate.

8. Product Damage After Delivery

Damage caused after delivery due to misuse, accidental impact, improper handling, excessive force, exposure to unsuitable conditions, or failure to care for the eyewear properly may not qualify for a free return, exchange, or refund. Examples may include:

• Broken temples caused by excessive bending.
• Scratched lenses caused by improper cleaning or storage.
• Frame damage caused by sitting on, stepping on, or dropping the eyewear.
• Damage caused by unauthorized repair or alteration.
• Heat, chemical, or moisture-related damage caused after delivery.

9. How to Request a Return or Exchange

Before sending any product back, please contact our customer support team and request return authorization. Please provide the following information:

• Order Number
• Customer Name
• Phone Number
• Email Address
• Reason for Return or Exchange
• Photos or Video of the Product, if applicable

WhatsApp: Email: Phone: Once your request has been reviewed, our team will provide further instructions, including the return address where applicable. Please do not send any product back without contacting Eyesight Mart first. Unauthorized returns may cause delays or may not be accepted.

10. Packaging Returned Products

Returned products should be packed carefully to avoid damage during courier handling. Where possible, please use the original packaging supplied with the order. The eyewear should be placed securely inside its case and protected appropriately before being placed in the courier package. Eyesight Mart may not be responsible for damage that occurs during return shipping where the product has been packed inadequately by the customer.

11. Return Shipping Charges

For change-of-mind returns or exchanges, the customer will generally be responsible for return courier charges. If the product is damaged, defective, or incorrectly supplied by Eyesight Mart, we may cover reasonable return or replacement delivery charges after the issue has been verified. If a return is arranged through a third-party courier, any applicable courier charges may depend on the location, package size, and service provider.

12. Inspection of Returned Products

All returned products are subject to inspection after they are received by Eyesight Mart. During inspection, we may check:

• The overall condition of the product.
• Whether the product has been worn or used.
• Whether the lenses or frame have scratches or damage.
• Whether all accessories and packaging are included.
• Whether the product matches the item originally supplied.
• Whether the return reason is consistent with the product condition.

After inspection, we will notify you whether the return, exchange, replacement, store credit, or refund has been approved. Products that fail inspection may be rejected and returned to the customer.

13. Refunds

Once a return has been inspected and approved, the eligible refund will be processed through the agreed refund method. Please allow approximately 5 to 7 working days after approval for refund processing. The actual time required for the amount to appear may depend on your bank, payment provider, or selected refund method. Refund options may include:

• Bank transfer.
• JazzCash.
• Easypaisa.
• Original payment method, where supported.
• Store credit, where agreed with the customer.

For Cash on Delivery orders, the customer may be required to provide valid bank account or mobile wallet details for refund processing.

14. Partial Refunds

In certain cases, a partial refund may be offered instead of a full refund. This may apply where:

• Only part of the order is being returned.
• A frame is eligible for refund but customized lenses are not.
• An accessory is missing from the returned package.
• The return is approved with a deduction for non-refundable charges.

Any applicable deduction will be communicated before the refund is finalized.

15. Delivery Charges

Original delivery charges are generally non-refundable unless the return is due to an error by Eyesight Mart or the product arrived damaged, defective, or incorrect. Where free delivery was provided as part of a promotion, return shipping conditions may still apply depending on the reason for return.

16. Exchanges

Approved exchanges are subject to product availability. If the requested replacement product is unavailable, we may offer an alternative product, store credit, or refund depending on the situation. If the replacement product has a higher price, the customer will be required to pay the price difference before the replacement is dispatched. If the replacement product has a lower price, the remaining amount may be refunded or provided as store credit according to the agreed refund method.

17. Size, Fit & Frame Selection

Customers are encouraged to review product dimensions, frame size information, and product descriptions before ordering. Differences in face shape, personal preference, and fit expectations can affect how a frame looks and feels. If you are unsure about sizing, please contact our support team before ordering so we can help you make a more suitable selection.

18. Colour & Product Appearance

We make reasonable efforts to display product colours and details accurately. However, actual colours may vary slightly due to screen settings, lighting conditions, photography, and device differences. Minor colour variations that do not materially change the product may not qualify as a defect.

19. Order Cancellation

Orders may be cancelled before they enter processing or dispatch. If you wish to cancel an order, please contact Eyesight Mart as soon as possible. Prescription or customized lens orders may not be cancellable once lens production has started because the lenses are made specifically for your order. If an order has already been dispatched, cancellation may no longer be possible and the return policy may apply instead.

20. Failed Delivery or Refused Orders

If a customer refuses delivery without a valid reason, or if delivery repeatedly fails because the customer is unavailable or provides incorrect contact or address information, additional delivery charges may apply for re-delivery. Repeated refusal of Cash on Delivery orders may also affect the availability of COD for future purchases.

21. Promotional & Discounted Products

Products purchased during promotions, discounts, bundle offers, or special sales may be subject to the same general return conditions unless different terms are clearly stated. Where an order includes a promotional discount, the refund amount may be calculated based on the actual amount paid for the returned item. Free promotional items may need to be returned where the main qualifying product is returned.

22. Refund Processing Time

Refund processing begins after the returned product has been received, inspected, and approved. Please note that courier delivery time is separate from refund processing time. Once the refund has been issued from our side, additional processing time may be required by the relevant bank or payment provider.

23. Exchange Processing Time

Approved exchanges are normally processed after the returned item has been received and inspected. The time required to dispatch a replacement may depend on product availability, prescription customization, courier schedules, and the customer’s location.

24. Warranty-Related Concerns

If a product develops a manufacturing-related issue after the standard return period, please contact our support team. Any warranty support, where applicable, will depend on the specific product, manufacturer, type of issue, and applicable warranty conditions. Normal wear and tear, accidental damage, misuse, or customer-caused damage may not be covered under warranty.

25. Customer Responsibility

Customers are responsible for reviewing all order information before confirming a purchase. This includes:

• Product model.
• Frame colour.
• Frame size.
• Prescription details.
• Lens type.
• Delivery address.
• Phone number.
• Payment information.

Providing accurate information helps us process your order correctly and reduces the risk of delays or return issues.

26. Our Responsibility

Eyesight Mart will make reasonable efforts to ensure that products are supplied according to the confirmed order details and reach customers in suitable condition. If an issue occurs due to an error on our part, we will review the case fairly and provide an appropriate resolution according to this policy.

27. Policy Abuse

Eyesight Mart reserves the right to refuse or restrict return privileges in cases of suspected policy abuse, repeated unreasonable returns, fraudulent claims, false damage reports, or misuse of the return process. Any such decision will be made after reviewing the relevant order history and circumstances.

28. Policy Updates

Eyesight Mart may update or revise this Refund, Return & Exchange Policy from time to time to reflect changes in our products, services, operational processes, or business requirements. The latest version of this policy will be published on this page along with the updated date.

29. Contact Us

If you have any questions regarding a return, exchange, refund, damaged order, prescription issue, or cancellation, please contact us. Eyesight Mart WhatsApp: Email: Phone: Return Address: Our support team will review your concern and guide you through the next steps. By placing an order with Eyesight Mart, you acknowledge that you have reviewed and accepted the applicable return, exchange, refund, and customization conditions described in this policy.