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Return And Refund Policy

We are proud to offer a hassle-free return & exchange process within the GCC countries. Here is our return & exchange . Basari opticals offers a 30-day return and exchange policy for your purchased products, as long as they are still in their original condition and packaging.

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  • Lens boxes and eye wear must the original packing must be unopened, sealed, undamaged and in re-sellable condition.
  • The complete goods must be returned without any missing components.
  • The return of glasses and sunglasses is specified below.
  • Customer service must always be contacted before returning goods
  • Products returned during the statutory cancellation period (within 14 days of receipt) will be fully refunded
  • Returns of unopened goods made after the legal 14-day withdrawal period has ended, will be assessed depending on the warranty and expiration date of the products (as stated before, the product needs to be re-sellable). However, the products must be returned to BASARI OPTICALS com.mt no longer than 365 days from the original purchase date
  • If BASARI OPTICALS has made an error and sent the wrong products, you are required to report this to customer service within 30 days of receipt of the goods
  • To file for a return or exchange request, please email us the details of the order(s) you want to return at [email protected] We will arrange it and send you a confirmation email.

    • Can you exchange for different parameters or products?:

    If your prescription has changed or you have inadvertently ordered incorrectly, you'll have to send your unopened or undamaged packages by following the procedure outlined below. BASARI OPTICALS will, inthis case, issue a refund, and you are required to make a new order for the desired product(s) at your convenience. Price adjustments will not be made; a complete refund will be issued if the returnedproducts meet our criteria as stated above.

    Did you receive the wrong product?

    If BASARI OPTICALS made a mistake and has sent you the wrong product, you are required to report this within 30 days after receiving the goods. Make sure you haven't opened or used any of the products. Youcan return the goods according to the instructions below and you will be refunded.If you've made a mistake yourself when ordering, any unopened or undamaged packages can also be returned. In this case, however, the customer bears responsibility only for the shipping costs associatedwith returning the product(s).We strongly advise you to always check your goods before opening or using them.We strongly advise you to always check your goods before opening or using them.

    Are you returning for any other reason?

    The return procedure also applies to the money-back-guarantee on products. Please follow the same procedure in this case.Also, should you wish to return products that you suspect to be faulty, the products must be returned to us, at which time, we will return them to the manufacturer for an official quality check. The original box, aswell as any remaining, unopened blister packs, must be returned to us. The products' LOT numbers are printed on this packaging, and this information is essential for the manufacturers to investigate any flaws.In this case, the same return procedure should be followed. If you wish to return a faulty product, it is essential to contact our customer service team first. They will provide you with exact instructions andadditional information.

    The return of sunglasses and prescription eyeglasses:

    Our glasses come with a warranty of ONE year The goods must not be used or damaged. The original packaging must not be destroyed. If you would like to return or exchange sunglasses or frames, werequire that you return the complete product, including the case, the outer box, everything inside the box, any cleaning cloths, and any identifying stickers or tags. In other words, the product needs to be in exactlythe same condition as it was upon receipt. The product is considered incomplete without any of these items. In case of any missing or damaged items, a return or exchange will not be possible. Thank you foryour understanding and compliance.

    Sunglasses, frames and eyeglasses are delivered in optimal condition and have been thoroughly checked for quality before dispatch. In the rare case that one of these should arrive damaged or suffers fromimmediate defects, contact the customer service and we will review the case in order to help you. However, complaints about damage caused by improper use, incorrect care, or normal wear and frequentuse, are not eligible for compensation. Additional discounts or compensation cannot be given for damage caused by the customer themselves. Prescription lenses are manufactured based on specific individual requirements and are, therefore, not eligible for returns. Only the frames qualify for a possible refund. This condition applies from the momentglasses have been paid for, regardless of shipping status.

    In case you suspect faulty lenses in your prescription glasses:

    However, if you think the quality of your eyeglass lenses is lacking or your lenses are defective in any way, we can have them sent for a quality-check. If a defect is discovered or they are deemed to be of poorquality, we will, of course, replace or refund the lenses. For quality claims regarding single vision prescription lenses, contact our customer service first and make sure to include a valid prescription - no older than 1 year old. When a quality check is performed, thisprescription is required to verify whether the dioptres of the lenses you've purchased match your actual prescription or not. You will be asked to return your goods in their entirety (the frame, the eyeglass lenses,the included accessories, any labels or leaflets, etc…). Do not remove the lenses from the frame!.

    For quality claims regarding multifocal / progressive lenses, contact our customer service first and make sure to include a valid prescription - no older than 1 year old. Also include a frontal photo that depicts youwearing the glasses (to be used for better centering) and a photo from the side that depicts you wearing the glasses (to be used to determine the angle of the frame). You will also be asked to return your goodsin their entirety (the frame, the eyeglass lenses, the included accessories, any labels of leaflets, the little blue paper bags in which you received the demo lenses, the blue card, etc…). Do not remove the lensesfrom the frame!. Returns that have been tampered with and/or have missing components cannot be accepted. Alwayscontact our customer service before returning glasses.

    How does a return work?

    First, please contact our customer service representatives by phone or email. Our staff can advise if yourrequest meets our return criteria and can describe the process in detail for you. Send the unopened andundamaged packages securely to our return address and include a proof of purchase issued by BASARIOPTICALS The cost for this return is the responsibility of the customer. Once we confirm receipt of the returned items in re-sellable condition (in compliance with EU health and safety regulations), we will issue a refund.Please, send unopened and undamaged packages of contact lenses (or lens solutions) by post in a sturdy box, not an envelope, to ensure they will not be damaged during transit. The refund will be issuedautomatically to your PayPal account, or to the card from which the payment was made.

    How much will this cost?

    The customer bears responsibility only for the shipping costs associated with returning the product(s). BASARI OPTICALS does not provide a prepaid option for returns of products ordered incorrectly or nolonger needed. However, if BASARI OPTICALS is deemed to be at fault as the seller, any costs for returning will be covered by us.

    How long does it take?

    BASARI OPTICALS will confirm that we have received your returned items and update you on the status of your refund. We strive to verify all returns within 30 days. Please feel free to contact our customerservice if you feel there is any delay. Make sure you receive a track and trace receipt for this return and/or a proof of returning the parcel! Our customer service department will ask you about this if you mightsuspect that something went wrong with your return. Please note that the return procedure will take slightly longer when returning glasses in their original and undamaged packaging. This is due to the fact that the authenticity and condition of returned sunglassesmust first be thoroughly investigated and verified by our main stock.

    Shipping

    BASARI OPTICALS is responsible for the return shipping costs of your item(s). Once we receive your submitted returns request, we will arrange for one of our courier partners to pick up your item(s). *The delivery time of your exchanged item(s) depends on your location.