1. Frame return eligibility
A frame may be considered for return when you contact us within 3 days of delivery and either it arrived damaged or it remains unused and in its original condition.
- Keep the frame, case, accessories and original packaging.
- Unused means not worn, altered, adjusted or damaged after delivery.
- Approval follows inspection by the Vision Plus team.
2. Damaged on arrival
If your parcel or frame arrives damaged, contact us within 3 days of delivery. Share your order reference and clear photographs or a short video of the product, packaging and courier label.
3. Non-returnable products
Any prescription product is non-returnable because it is prepared to the customer’s individual optical requirements.
- Prescription eyeglasses and prescription sunglasses.
- Prescription contact lenses and custom lens orders.
- Opened contact lenses, solutions or other hygiene-sensitive products.
- Products altered, adjusted, used or damaged after delivery.
4. How to request a return
Contact our team before sending anything back. We will verify eligibility and provide the correct return instructions. Unauthorised parcels may not be accepted.
5. Refund review
When an eligible return is received, we inspect its condition and confirm the outcome. Any approved refund is arranged using the method agreed with the customer. Any applicable delivery or handling deduction is explained first.
6. Need help?
WhatsApp us on +92 339 1339339 with your order reference. Our team will guide you through the next step.