Return and Refund Policy

Return and Refund Policy

At Basari Opticals we want you to be completely happy with your purchase. If something is not right, we will do our best to make it right. Please read the policy below so you know what to expect.

Return window

You may return eligible items within 14 days of the delivery date for a refund, exchange or store credit. Requests made after 14 days cannot be accepted.

Items eligible for return

  • Frames and sunglasses that are unused, undamaged and in their original condition, with the original case, cleaning cloth, tags and packaging
  • Safety eyewear that has not been worn or altered
  • Contact lenses in sealed, unopened boxes with at least six months left before the expiry date
  • Accessories in unopened original packaging

Items that cannot be returned

  • Prescription lenses and glasses made to your prescription, since these are custom made for you
  • Contact lenses that have been opened, used or had the seal broken
  • Items that show signs of wear, scratches, damage or alteration
  • Items purchased during clearance or final sale promotions, where this was stated at the time of purchase
  • Gift cards

Prescription orders

Prescription glasses and lenses are made specifically to the details you give us, so they cannot be returned for a refund. If your new glasses do not feel right, contact us within 14 days of delivery. We will check the lenses against your prescription and remake them free of charge if we find a manufacturing or fitting error. If the prescription you provided was incorrect, we will offer a remake at a reduced price. If you have any doubts about your prescription, we recommend a free eye test at any Basari Opticals store before you order.

How to start a return

  1. Contact us within 14 days of delivery on +971 56 170 2153 or info@basariopticals.com with your order number and the reason for the return.
  2. Our team will confirm whether the item is eligible and share the return instructions.
  3. Pack the item securely in its original packaging with all accessories.
  4. Drop the item at any Basari Opticals store in Dubai, or arrange a courier pickup with us.

Return shipping is free when the item is faulty, damaged on arrival or not what you ordered. For all other returns, a courier collection charge of AED 25 will be deducted from the refund, or you can drop the item at a store at no cost.

Refunds

Once we receive and inspect the returned item, we will confirm the outcome by email within 3 working days. Approved refunds are issued to the original payment method. Card refunds usually appear in your account within 7 to 14 working days depending on your bank. Cash on delivery orders are refunded by bank transfer or store credit. Original delivery charges are refunded only when the return is due to our error.

Exchanges

If you would like a different colour, size or model, you can exchange an eligible item within 14 days. If the new item costs more, the difference is payable before dispatch. If it costs less, the difference is refunded or issued as store credit. Exchanges are subject to stock availability.

Damaged, faulty or incorrect items

Please check your order as soon as it arrives. If an item is damaged, faulty or not what you ordered, contact us within 48 hours of delivery with photos of the item and the packaging. We will arrange a free replacement or a full refund, including delivery charges.

Warranty

Frames and sunglasses carry a 12 month warranty against manufacturing defects. The warranty does not cover damage caused by accidents, misuse, normal wear, scratches on lenses or repairs carried out elsewhere. Brand warranties, where offered, are handled according to the brand's own terms.

Order cancellations

You can cancel an order free of charge before it is dispatched by contacting us. Prescription orders cannot be cancelled once lens production has started. Orders that have already been dispatched will need to follow the return process above.

Contact us

For any questions about returns or refunds, call or WhatsApp +971 56 170 2153, email info@basariopticals.com, or visit us at Shop 3, Ground Floor, Roudhat Al Karama Building, Al Karama, Dubai.