Refund policy
We want you to be happy with your purchase. If something isn't right, here's how we handle returns and refunds.
Return Window
You have 30 days from the date you receive your order to request a return. After 30 days, we are unfortunately unable to accept returns.
Eligibility
To qualify for a return, your item must:
- Be unused and unworn
- Have all original tags attached
- Be in its original packaging
- Be accompanied by proof of purchase
Non-Returnable Items
The following items cannot be returned under any circumstances:
- Prescription lenses and custom-made eyewear (unless defective — see below)
- Frames that have been fitted with prescription lenses
- Sale items and clearance stock
- Gift cards
- Opened contact lenses, cleaning solutions, eye drops, or any other hygiene-related consumables
Defective or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at info@rizwanaoptometrist.co.za. We will arrange collection and either replace the item or issue a full refund at no cost to you.
How to Request a Return
- Email info@rizwanaoptometrist.co.za with your order number and reason for return.
- Wait for approval — do not send items back before receiving confirmation.
- Once approved, you will receive a return shipping label and instructions.
- Pack the item securely in its original packaging and hand it to the courier.
Exchanges
We do not process direct exchanges. The quickest route is to return your item following the process above, then place a new order once the return is approved.
Refunds
Once we receive and inspect your return, we will notify you by email whether it has been approved or declined. Approved refunds are processed back to your original payment method within 2–3 working days on our side. Please allow a further 5–10 working days for your bank to reflect the amount.