Refund policy

Returns & Refunds

Returns
At Dubai Optical, we strive to ensure you are completely satisfied with your purchase. If you are not, you may return your eyewear within 7 days of purchase, provided the Dubai Optical authenticity tag remains attached and the item meets our return conditions.

14-Day Exchange Policy
We are happy to offer a 14-day exchange policy on eligible eyewear items. If you'd like to exchange your item for another style, size, or color, you may do so within 14 days of purchase, as long as the item is in original condition with all tags attached and has not been used or damaged. Exchanges must be made in-store and are subject to product availability.

In-Store Returns (UAE Orders)
Returns and exchanges for UAE orders can only be processed at any of our stores after inspection by our staff.
Please present your digital invoice or order number at the time of return or exchange.
Express delivery fees are non-refundable.

International Deliveries (KSA, Oman, Qatar, Kuwait & Other Countries Outside the UAE)

  • International returns are accepted within the same 7-day window, provided the item is in original condition and the Dubai Optical return/authenticity tag is still attached.

  • After the returned item is received and inspected, the return shipping fee will be deducted from your refund.

  • Outbound (original) shipping charges are non-refundable.

  • Any courier, customs, or clearance charges incurred on return shipments may also be deducted from the refund if applicable.

  • Please contact our customer service to initiate an international return and receive instructions.

Eligibility for Returns
To qualify for a return or exchange, items must:

  • Be in their original condition – unworn, unscratched, and in their original packaging with all tags attached.

  • Pass inspection by our store staff before a refund or exchange is processed.

Non-Returnable Items

  • Contact Lenses – Due to hygiene and safety reasons, contact lenses cannot be returned or exchanged.

  • Ophthalmic Lenses – All custom prescription lenses are non-returnable and non-exchangeable.

  • Orders with mixed eligibility – If your order contains both returnable and non-returnable items, the entire invoice will be deemed non-returnable.

  • All Ray-Ban Meta Glasses are NOT eligible for return or exchange.

Refund Process

  • Prepaid/Online Payments (card, Apple Pay, etc.) – Refunds will be processed to the original payment method within 3–7 business days (processing times may vary by bank).

  • Cash-on-Delivery (COD) – Refunds are issued as Dubai Optical store credit only. COD purchases are not eligible for cash or bank-transfer refunds.

  • Applicable deductions: outbound shipping is non-refundable; for international returns, the return shipping fee (and any courier/customs charges incurred on the return) will be deducted from the refund amount or from the value issued as store credit, as applicable.

Promotional Discount & Partial-Return
If you use a promotional discount code on an order containing two or more items and later return any portion of that order:

  1. Discount Code Void – The discount code is voided for the entire order.

  2. Re-pricing of Kept Items – Each item you keep will be re-priced at the checkout sale price before the discount code was applied (e.g., AED 1,200 if that was the item’s sale price, regardless of its compare-at price of AED 1,500).

  3. Refund Calculation – Your refund will equal the amount you originally paid minus the full, undiscounted price of the item(s) retained and any non-refundable delivery fees (including any applicable international return shipping deduction).

For further assistance, feel free to visit any of our stores or contact our customer service team.