Refund policy

Return & Exchange Policy

Al Falah Optics LLC. has a no-refund but only-return and exchange policy.

At Al Falah Optics, your satisfaction is important to us. If you are not fully happy with your purchase, we offer a straightforward 7-day return and exchange policy on eligible products.

Returns & Exchanges

  • Returns or exchanges are accepted within 7 days from the purchase date with the original invoice.
  • Items must be unused, undamaged, and in original packaging.
  • Only non-prescription items (such as sunglasses, ready readers, and frame-only purchases) qualify for return or exchange.
  • A one-time exchange is allowed per product.
  • Items can be returned by either:
    • Visiting your nearest Al Falah Optics store branch, or
    • Sending the product via courier to our designated store (courier charges must be borne by the customer; Al Falah Optics will not cover courier costs)

Please note:

  • Prescription lenses, custom-made items, opened contact lenses, and accessories are not eligible
  • Items purchased with non-returnable products on the same invoice cannot be returned.
  • Sale, clearance, promotion, or offer items cannot be refunded or exchanged.
  • Products showing signs of wear, misuse, or damage will be declined.

To initiate a return or exchange, please visit your nearest store or contact us at info@alfalahoptics.com.

Progressive Lens Comfort Guarantee

If you cannot comfortably adapt to your progressive lenses within 45 days, we will replace them with another pair of the same specifications at no additional cost.

Defective or Damaged Items

  • Defects due to manufacturing issues must be reported within 7 days of purchase.
  • After inspection, a replacement or store credit will be provided.
  • Damage caused by misuse or wear and tear is not covered.
  • We will update you within 3–5 business days after assessing your claim

Refunds

  • Refunds are only provided for approved manufacturing defects.
  • Refunds will be issued via the original payment method within 14 working days.
  • Shipping and Cash-on-Delivery fees are non-refundable.
  • Sale and promotional items are not eligible for refunds or exchanges.

Policy Updates

This policy may change without prior notice. Please review it before purchasing. Your rights under UAE consumer protection laws remain intact.

Contact Us

For questions or assistance, email us at info@alfalahoptics.com.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@alfalahoptics.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@alfalahoptics.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@alfalahoptics.com.