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Return & Exchange Policy – Al Maha Optics

Welcome to the Return and Exchange Policy page of Al Maha Optics.
We are committed to providing an excellent shopping experience and clearly outlining customers’ rights and obligations regarding returns and exchanges.

1. Return Policy:

  • Return requests are accepted within 14 days from the date of order receipt.

  • Products must be in their original condition, unused, with all accessories and original seals intact.

  • A purchase invoice or proof of payment is required.

  • The store reserves the right to reject any request that does not meet these conditions.

2. Exchange Policy:

An exchange request may be made within 30 days from the date of receipt in the following cases:

  • A verified manufacturing defect.

  • Receiving a product different from the original order.

If the customer wishes to exchange the product due to a change of mind (with no defect), the following conditions apply:

  • All safety and condition requirements must be met.

  • Any price difference must be paid, if applicable.

3. Shipping Costs:

  • The customer bears all shipping costs in all cases (delivery, return, or exchange), whether for the original order or for returning or exchanging the product.

  • The store bears the shipping costs only in the following cases:

    • An error in order preparation by Al Maha Optics.

    • A proven manufacturing defect in the product.

Note: If a “Free Shipping” offer was applied at the time of purchase, it applies to the initial shipment only. The shipping cost will be deducted from the refund amount in case of a return or exchange, unless the issue is due to a store error or a manufacturing defect.

4. Return & Exchange Procedures:

  1. Contact Customer Service:

  2. Receive shipping instructions or arrange to deliver the product to the nearest branch after coordination.

  3. The product will be inspected within 7–10 business days, then:

    • A replacement order will be prepared (in case of exchange).

    • The product value will be refunded (in case of return) to the same payment method used, after deducting shipping costs.

5. Non-Returnable / Non-Exchangeable Products:

  • Products damaged due to misuse or improper storage.

  • Contact lenses whose packaging has been opened, unless a verified manufacturing defect is found.

  • Special or customized orders made according to the customer’s request.

  • Purchases made during discounts or clearance sales.

The same product may not be returned or exchanged more than once per purchase.

6. Refunds:

  • Refunds are issued for the product value only, after deducting all shipping costs incurred by the store, except in cases of manufacturing defects or store errors.

  • Refunds are processed using the same payment method originally used.

7. Additional Notes:

  • We recommend inspecting products immediately upon receipt and contacting us within 24 hours if any defect or error is found.

  • A product may be exchanged for other products, with payment of any price and shipping differences if applicable.

At Al Maha Optics, we value your satisfaction while adhering to a clear policy that protects the rights of both parties.