Website Terms and Conditions

Terms of Service Overview

This website, www.basariopticals.com, is owned and operated by Basari Opticals LLC (“Basari Opticals”). Throughout the website, the terms “Basari Opticals,” “we,” “us,” and “our” refer to Basari Opticals LLC. The terms “you,” “your,” “customer,” and “user” refer to any person who accesses, browses, registers with, or makes a purchase through this website.

Basari Opticals provides this website, including all information, content, features, tools, products, optical services, and other services made available through it, subject to your acceptance of these Terms and Conditions and all related policies and notices published on the website.

By accessing or using any part of this website, creating an account, submitting information, placing an order, purchasing a product, or using any of our services, you confirm that you have read, understood, and agreed to be legally bound by these Terms and Conditions. These Terms apply to all website users, including visitors, customers, suppliers, merchants, and contributors of content.

These Terms and Conditions must be read together with our Privacy Policy, Shipping and Delivery Policy, Return, Refund and Exchange Policy, Warranty Policy, Prescription Product Policy, and any other policies or notices displayed on the website. These policies form part of your agreement with Basari Opticals LLC.

Certain products or services may be subject to additional terms, eligibility requirements, prescription verification, availability restrictions, delivery conditions, or professional recommendations. Any such additional conditions will be communicated on the relevant product page, during checkout, or before the product or service is provided.

You may use this website only for lawful personal or commercial purposes and in accordance with all applicable laws and regulations of the United Arab Emirates. You must not misuse the website, provide false or misleading information, interfere with its operation, attempt unauthorised access, or use its content, products, or services for any unlawful or fraudulent activity.

We reserve the right to update, amend, replace, or revise any part of these Terms and Conditions by publishing the updated version on this website. You are responsible for reviewing the Terms periodically. Your continued access to or use of the website after any changes have been published constitutes your acceptance of the revised Terms.

If you do not agree with these Terms and Conditions or any related policy, you must not access or use this website, place an order, or use any service offered through it.

Key points at a glance

• An order acknowledgement confirms that we received your order; it does not mean that we have accepted it. A contract is formed only when we confirm dispatch or that the order is ready for collection.
• Prices are shown in UAE dirhams (AED) and include applicable VAT unless the Website states otherwise. Delivery charges, if any, are shown at checkout.
• For eligible products, a return or exchange request must normally be raised within 48 hours of receipt. If the Website, a product page or a promotion clearly offers a longer period, that longer advertised period applies to eligible products.
• Prescription lenses, customised products, special orders, and opened contact lenses or solutions are normally not eligible for a change-of-mind return. This does not affect rights relating to defective, damaged, tampered or incorrectly supplied products.
• Delivery times are estimates. Prescription products and special-order contact lenses may require additional processing time.
• Website information is general product information and is not a substitute for an examination or advice from a qualified eye-care professional.

1. About us and these Terms

1.1 Basari Opticals LLC operates the Website and supplies eyewear, contact lenses, prescription products, accessories and related optical services.

1.2 Our principal customer-contact address is Shop No. 3, Ground Floor, Roudhat Al Karama Building, Al Karama, Dubai, United Arab Emirates.

1.3 These Terms apply together with any product-specific conditions, promotion terms, delivery information, Return and Refund Policy, and Privacy Policy shown on the Website.

1.4 If documents conflict, mandatory law applies first. After that, specific terms clearly shown for the relevant product, promotion or checkout option take priority over general terms. Where we expressly advertise a longer return or warranty period, the longer advertised period applies to the eligible product.

2. Eligibility and acceptance

2.1 You must be at least 18 years old and have legal capacity to enter into a binding contract. A person under 18 may use the Website only with the involvement and approval of a parent or legal guardian.

2.2 If you place an order for another person or an organisation, you confirm that you are authorised to provide their information and bind them to the relevant order.

2.3 We may ask for reasonable information to verify your identity, age, prescription, payment method, delivery details or authority to place an order.

3. Definitions

• Customer, you or your means a person who accesses the Website or places an order.
• Order means a request submitted through the Website to purchase one or more Products.
• Product means any item offered through the Website, including eyewear, frames, sunglasses, lenses, contact lenses, solutions, accessories and smart eyewear.
• Special Order means a Product sourced, manufactured, configured or reserved specifically for a Customer, including certain prescription lenses, contact-lens powers, tints and customised products.
• Working Day means a day on which businesses are ordinarily open in the UAE, excluding public holidays.
• Website means www.basariopticals.com and its related online checkout pages.

4. Accounts and customer information

4.1 You may be permitted to order through an account or guest checkout. You must provide complete, accurate and current information.

4.2 You are responsible for keeping your login details confidential and for activity conducted through your account. Please notify us promptly if you suspect unauthorised access.

4.3 We may suspend or close an account where reasonably necessary to protect customers, prevent fraud, comply with law, investigate misuse or address a material breach of these Terms.

4.4 You are responsible for updating delivery addresses, contact information and prescription details before submitting an Order.

5. Acceptable use of the Website

You must not:

• use the Website for unlawful, fraudulent or abusive purposes;
• place false orders or use payment information without authorisation;
• introduce malicious code, interfere with Website security or attempt unauthorised access;
• scrape, copy or systematically extract Website content without our written permission;
• impersonate another person or submit false reviews, claims or information; or
• use the Website in a manner that infringes the rights of Basari Opticals or any third party.

We do not guarantee that the Website will always be available, uninterrupted or error-free. We may maintain, update, restrict or discontinue Website functions where reasonably necessary.

6. Product information and availability

6.1 We take reasonable care to present accurate Product descriptions, prices, specifications and availability. Images are illustrative, and colours or appearance may vary slightly because of lighting, photography, screen settings, manufacturing variations or packaging updates.

6.2 Measurements and sizing information are based on available manufacturer information. Customers should review the Product description and seek assistance before ordering if fit, size or compatibility is important.

6.3 All Products are subject to availability. Adding an item to a basket does not reserve it. We may limit quantities where reasonably necessary.

6.4 We may correct an obvious description, stock or pricing error before accepting an Order. If an error is identified after acceptance and we cannot supply the Product on the agreed basis, we will contact you and provide an appropriate option, including cancellation and refund where required.

6.5 Product packaging may change without notice, provided that the supplied Product materially matches the description and applicable legal requirements.

7. Prescription eyewear and contact lenses

7.1 Product information on the Website is not medical advice and does not replace an eye examination, contact-lens fitting or advice from a qualified eye-care professional.

7.2 When ordering a prescription Product, you are responsible for providing a complete, accurate and current prescription and any required measurements. We may request a copy of the prescription, seek clarification or decline an Order where information is incomplete, inconsistent, expired or unsuitable for the requested Product.

7.3 You must not submit another person's prescription or health information unless you have their authority to do so.

7.4 Contact lenses should be purchased and used in accordance with a valid prescription, professional fitting advice, manufacturer instructions and the recommended replacement schedule. Do not share contact lenses. If you experience pain, redness, unusual discomfort or a change in vision, remove the lenses and seek professional advice promptly.

7.5 Comfort, appearance and adaptation can vary between individuals. This does not by itself mean that a correctly supplied Product is defective.

7.6 Prescription lenses and other customised Products are made using the information approved by the Customer. Once production begins, changes, cancellation or discretionary returns may not be possible.

8. Orders and contract formation

8.1 Your Order is an offer to purchase Products under these Terms. An automated email, SMS, WhatsApp message or Website screen acknowledging receipt is not acceptance.

8.2 We accept an Order when we send confirmation that the Product has been dispatched or is ready for collection. A separate contract is formed for each accepted Order.

8.3 We may reject or cancel an Order before acceptance for reasons including unavailable stock, an obvious price or description error, failed payment, unverifiable prescription information, delivery restrictions, suspected fraud or misuse, quantity limits, or legal, sanctions, banking or payment-provider restrictions.

8.4 If we cancel an Order after receiving payment, we will initiate a refund to the original payment method, except where another lawful method is agreed for cash-on-delivery payments.

8.5 Requests to change an Order are subject to its processing status and Product availability. We cannot guarantee changes after submission.

9. Prices, payment and invoices

9.1 Website prices are shown in AED and include applicable VAT unless stated otherwise. Delivery charges, international shipping charges and other applicable amounts are shown before Order submission where they can reasonably be calculated.

9.2 Prices and offers may change before Order acceptance. A change will not affect a contract already accepted, except where required to correct an obvious error and handled in accordance with Clause 6.4.

9.3 Available payment methods are displayed at checkout and may include cards, cash on delivery, payment links or instalment providers. Third-party payment or instalment services may have separate terms and eligibility requirements.

9.4 By submitting payment details, you confirm that you are authorised to use the selected method and authorise the relevant charges. We may conduct or request payment verification and fraud checks.

9.5 Card details are processed by the relevant payment-service provider. Customers should retain a copy of transaction records, invoices and these Terms.

9.6 We will provide an order record or invoice in electronic or other appropriate form as required by applicable law.

10. Promotions, discounts and vouchers

10.1 Promotions, discount codes, free gifts and vouchers are subject to their stated period, eligibility, stock availability and any product or channel restrictions.

10.2 Unless stated otherwise, promotions cannot be combined, exchanged for cash, applied retrospectively or used after expiry.

10.3 We may cancel or correct a promotion affected by an obvious error, technical issue, fraud or misuse. This does not affect an Order already lawfully accepted unless required by law.

10.4 Promotional Products remain covered by applicable consumer rights. Any additional promotion-specific terms will be shown before purchase.

11. Shipping and delivery

11.1 We deliver within the UAE and to selected international destinations. Available methods, charges and estimated times are displayed on the Website or at checkout and may vary by Product and destination.

11.2 Standard UAE orders are generally estimated for delivery within 24 to 48 hours. Selected Dubai orders placed before the stated cut-off time may qualify for same-day delivery. These services depend on Product eligibility, stock, distance, courier capacity and the delivery option selected.

11.3 Prescription eyewear and Special Order contact lenses may require approximately 2 to 45 additional Working Days. A more specific estimate may be shown on the Product page or communicated after Order review.

11.4 International delivery estimates vary by destination and do not include customs clearance delays. The Customer is responsible for import duties, taxes, clearance costs and local restrictions unless checkout expressly states otherwise.

11.5 Delivery dates are estimates, not guarantees. We will make reasonable efforts to notify you of material delays. We are not responsible for delay caused by events outside our reasonable control, but your mandatory legal rights remain unaffected.

11.6 You must provide a complete physical delivery address, recipient name and reachable telephone number. We do not deliver to P.O. boxes unless the selected carrier expressly allows it.

11.7 The courier may make up to three delivery attempts. If delivery fails because the Customer is unavailable or supplied incorrect information, the Order may be returned to us and a reasonable redelivery charge may apply.

11.8 Risk of loss or damage passes to you when the Product is delivered to you or a person you nominate. Please inspect the package promptly and follow Clause 14 if there is a problem.

12. Click and collect

12.1 Where Click and Collect is available, we will notify you when the Order is ready. Please do not visit for collection before receiving that notification.

12.2 The person collecting may be asked to provide the Order confirmation and identification. If another person will collect, please notify us in advance.

12.3 Orders not collected within the notified collection period may be cancelled or returned to stock, except for customised or Special Order Products. We will contact you before taking this action where reasonably possible.

13. Customer cancellation

13.1 You may request cancellation by contacting us as soon as possible. Requests made within 24 hours of placing an Order will be considered, but cancellation is not guaranteed once processing, production or dispatch has begun.

13.2 Prescription lenses, customised Products and Special Orders cannot normally be cancelled after production or procurement begins.

13.3 If the Order has already been dispatched, the return rules in Clause 14 apply.

13.4 Any statutory cancellation right available under applicable law remains unaffected.

14. Returns, exchanges, damaged Products and refunds

14.1 Return-request period

For an eligible Product, you must normally contact us within 48 hours after receipt to request a return or exchange. If a Product page, promotion or Website notice clearly offers a longer period, the longer advertised period applies to that eligible Product.

14.2 Return conditions

For a discretionary return or exchange, the Product must:

• be unused, unworn, undamaged and in resalable condition;
• include all original packaging, accessories, manuals, tags and seals;
• be accompanied by the invoice, Order number or other proof of purchase; and
• be securely packaged for return after receiving our return instructions.

We may inspect the Product before approving an exchange, store credit or refund.

14.3 Products normally excluded from change-of-mind returns

Unless defective, damaged, tampered with, incorrectly supplied or otherwise required by law, the following are normally not eligible for a discretionary return:

• prescription lenses, customised eyewear and Products made to Customer specifications;
• Special Order Products after procurement or production begins;
• opened contact-lens boxes, trial lenses, contact-lens solutions or other hygiene-sensitive sealed Products after the seal is broken;
• Products damaged by misuse, accidental damage, improper care or unauthorised alteration;
• Products marked final sale or non-returnable before purchase; and
• gifts or promotional items supplied without charge, except as part of the return of the qualifying Order.

14.4 Incorrect, defective, damaged or tampered Products

If a Product is incorrect, defective, damaged in transit or appears tampered with, contact us within 48 hours of receipt where reasonably possible. Provide the Order number, a description of the issue, photographs and any requested packaging evidence.

After assessment, we will provide the remedy required by applicable law and appropriate to the Product and issue, which may include repair, replacement or refund. Reporting within 48 hours helps us investigate courier damage and does not remove any non-excludable right available under law.

14.5 Exchanges

Approved exchanges are generally processed within 10 to 15 Working Days after the returned Product is received and inspected. For a discretionary exchange, you may select a Product of the same or higher value and pay any difference. If you choose a lower-value Product, no cash difference is payable unless we agree otherwise or applicable law requires it.

14.6 Refunds

Approved refunds are made to the original payment method where possible. We generally initiate the refund after the Product is received and approved; the bank or payment provider may take approximately 10 to 45 days to post it. Cash-on-delivery refunds are processed by bank transfer or another agreed lawful method, and we may request the necessary account information.

14.7 International Orders

Discretionary returns or exchanges may not be available for international Orders because of shipping and customs limitations. This restriction does not affect remedies that must be provided for defective, damaged or incorrectly supplied Products under applicable law.

15. Warranties and repairs

15.1 Warranty duration and coverage vary by Product, brand and manufacturer. The applicable warranty is stated on the Product page, invoice, warranty card or manufacturer documentation.

15.2 To submit a claim, contact us within the warranty period and provide proof of purchase, the Order number, a description of the issue and any requested photographs or Product information.

15.3 We may need to receive and assess the Product before confirming coverage. Warranty service may involve repair, replacement or another remedy required by applicable law.

15.4 Unless the applicable warranty or law states otherwise, coverage does not include normal wear and tear, scratches, accidental damage, misuse, neglect, improper storage or cleaning, failure to follow instructions, unauthorised repairs or modifications, or damage caused by incompatible accessories.

15.5 Repair services may be available for Products outside warranty. We will communicate available options and any estimated charges before carrying out a chargeable repair.

15.6 Manufacturer or commercial warranty terms do not limit any mandatory rights relating to defective Products under UAE law.

16. Ray-Ban Meta smart glasses

16.1 Ray-Ban Meta smart glasses include a one-year warranty for covered electronic components from the date of purchase, subject to the applicable manufacturer terms and mandatory legal rights.

16.2 Unless the Product page or warranty documentation states otherwise, the Ray-Ban Meta-specific commercial warranty does not provide a separate manufacturing warranty for the frame or lenses. This does not exclude any remedy that must be provided by law for a defective Product.

16.3 A return request should be raised within 48 hours of receipt. After any applicable return period, covered electronic defects are ordinarily handled through repair or replacement rather than a cash refund, subject to applicable law.

16.4 Warranty assessment and processing normally take approximately two to three weeks from the date we receive the Product.

16.5 When requesting support, provide the Order number, order date and date of receipt.

16.6 Prescription lenses for Ray-Ban Meta smart glasses may be available on request. The usual processing estimate is two to three weeks, and the customised-Product rules in these Terms apply.

17. Privacy and cookies

17.1 We process personal data in accordance with our Privacy Policy and applicable UAE data-protection law.

17.2 Prescription and optical information is used as necessary to review and fulfil the requested Product or service, provide support and comply with legal obligations.

17.3 The Website uses essential cookies and may use analytics or advertising technologies subject to the choices and notices provided through the Website.

18. Intellectual property

18.1 The Website and its content, including text, photographs, graphics, layout, software, logos, trade names and trademarks, are owned by or licensed to Basari Opticals and are protected by applicable intellectual-property laws.

18.2 You may access and use the Website for personal, non-commercial shopping purposes. You may not reproduce, publish, distribute, modify, sell, license or commercially exploit Website content without written permission from the relevant rights holder.

18.3 Brand names and trademarks belonging to Product manufacturers remain the property of their respective owners.

19. Third-party services and links

The Website may use or link to third-party payment, instalment, delivery, tracking, social-media or other services. Those services may be governed by separate terms and privacy policies. We are not responsible for an independent third-party service outside our control, but we remain responsible for our own obligations under the Order and applicable law.

20. Disclaimers and limitation of liability

20.1 Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, gross negligence, death or personal injury caused by negligence, breach of mandatory consumer rights, or any liability that cannot legally be excluded.

20.2 To the extent permitted by law, we are not responsible for indirect or unforeseeable loss, loss caused by information supplied incorrectly by the Customer, or loss resulting from misuse of a Product or failure to follow professional advice and manufacturer instructions.

20.3 The Website is intended primarily for consumer purchases. To the extent permitted by law, we are not responsible for business interruption, loss of profit, loss of opportunity or loss of business data arising from a consumer Order.

20.4 Where liability can lawfully be limited, our total liability relating to an Order will not exceed the amount paid for the affected Product. This limit does not apply where a higher liability is required by law.

21. Events outside our reasonable control

We are not responsible for delay or failure caused by events outside our reasonable control, including severe weather, public emergencies, government action, customs delays, transport disruption, labour interruption, telecommunications failure, cyber incidents affecting third parties, supplier interruption or courier disruption. We will take reasonable steps to reduce the effect and will contact you if the event materially affects an accepted Order.

22. Suspension and termination

We may restrict Website access, cancel an unaccepted Order or suspend an account where reasonably necessary because of fraud, abuse, security risk, unlawful conduct or material breach of these Terms. This does not affect rights and obligations relating to an Order already accepted, unless cancellation is permitted by these Terms or required by law.

23. Changes to these Terms

We may update these Terms to reflect changes in law, services, technology or business practices. The updated Terms will be posted with a revised effective date. The version in force when an Order is accepted will normally govern that Order, unless a change is required by law or is expressly agreed with you.

24. Governing law and disputes

24.1 These Terms and Orders placed through the Website are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai.

24.2 If you have a complaint, please contact us first and provide the Order details and the outcome you are seeking. We will make reasonable efforts to resolve the matter in good faith.

24.3 If a dispute cannot be resolved amicably, the courts of Dubai will have jurisdiction, subject to any mandatory consumer right to approach another competent authority or court.

25. General provisions

25.1 If any provision is found invalid or unenforceable, the remaining provisions continue in effect. The affected provision will be limited or replaced only to the minimum extent necessary.

25.2 A delay in enforcing a right is not a waiver of that right.

25.3 You may not transfer your rights or obligations under an Order without our written consent. We may transfer our rights or obligations as part of a genuine business reorganisation, provided this does not reduce your mandatory rights.

25.4 These Terms, the accepted Order and the policies or specific conditions incorporated under Clause 1 form the agreement between you and Basari Opticals for the relevant online purchase.

26. Contact us

For enquiries, cancellations, returns, warranty requests or complaints, contact:

Basari Opticals LLC

Shop No. 3, Ground Floor, Roudhat Al Karama Building

Al Karama, Dubai, United Arab Emirates

Telephone/WhatsApp: +971 52 840 5129

Email: info@basariopticals.com

Website: www.basariopticals.com