1. Return eligibility
Standard returns are available only for unused, undamaged frame-only orders and non-prescription sunglasses within 48 hours of delivery. The customer arranges and pays the return courier charges.
- Before sending the return, share a clear video showing the frame and confirming that it is undamaged.
- Return the item with its case, accessories and original packaging.
- Prescription eyeglasses, prescription sunglasses and prescription contact lenses are non-returnable and non-refundable.
- Damaged or incorrectly supplied items are reviewed separately through the claim process below.
2. Damaged or wrong item
If an item arrives damaged or you receive the wrong item, contact us within 3 days of delivery. Share your order reference and clear photographs or a short video of the item, packaging and courier label. Vision Plus pays the return courier cost for verified damaged or wrong-item claims.
- Keep the item, case, accessories and original packaging.
- Contact us before sending the parcel so we can arrange the correct return instructions.
- The team reviews the claim and confirms the appropriate resolution.
3. Non-returnable products
Prescription products are non-returnable and non-refundable because they are prepared to individual optical requirements. Standard contact-lens returns are not accepted. Damaged or incorrectly supplied items are reviewed through the separate claim process above.
- Prescription eyeglasses and prescription sunglasses.
- Prescription contact lenses and custom lens orders.
- Contact lenses, opened solutions or other opened hygiene-sensitive products.
- Products altered, adjusted, used or damaged after delivery.
4. How to request a return
Contact our team before sending anything back. For a standard frame or non-prescription sunglasses return, share your order reference and a clear condition video first. We will verify eligibility and provide the correct return instructions. Unauthorised parcels may not be accepted.
5. Return and refund review
When an eligible return or claim parcel is received, we inspect the item and confirm the outcome. Any approved refund is arranged using the method agreed with the customer. The customer pays courier charges for standard returns; Vision Plus pays the return courier cost for verified damaged or wrong-item claims.
6. Need help?
WhatsApp us on +92 339 1339339 with your order reference. Our team will guide you through the next step.