Refund policy

Last updated: September 2025

At Vision Point Optician, we aim to deliver a smooth experience with high-quality eyewear. This policy explains how returns, exchanges, and refunds work. By purchasing from our store, you agree to the terms below.

Return & Exchange Window

  • Return or exchange requests must be raised within 7 days of delivery.
  • Claims for damaged items must be raised within 24 hours of delivery.
  • Items must be unused, unworn, and in original condition with all tags, warranty cards, accessories, and packaging intact.

Mandatory Evidence for Damage Claims

For any damage/defect claim, you must provide a single, continuous, unedited unboxing video showing: parcel receipt, complete unboxing, and clear demonstration of the issue. Edited or cut videos are not accepted.

Non-Returnable Items

  • Customized prescription eyewear (lenses made to your prescription/specifications)
  • Contact lenses, solutions, and accessories (hygiene reasons)
  • Products bought on sale/promotions unless defective

How Exchanges Work

  1. Email support@visionpointoptician.com with your order number and required evidence (if applicable).
  2. If approved, ship the item back using a trackable courier. Return shipping is paid by the customer (unless otherwise stated in writing).
  3. After inspection and approval, we issue store credit for you to place a new order or we process an exchange as available.

Refund Method

  • Refunds are issued only as store credit (no bank/cash refunds).
  • Store credit is valid for 12 months from the date of issue and is non-transferable.
  • If an exchange item is unavailable, we will provide store credit for the item’s value.

Order Cancellations

  • Before Shipment: Orders can be cancelled within 12 hours of purchase.
  • After Shipment: Orders cannot be cancelled; you may still request a return as per this policy.

Inspection & Acceptance

  • All returned items are inspected by our quality team.
  • Items damaged due to use, wear & tear, improper handling, or returned as a duplicate/fraudulent item will be rejected. The same item will be returned to you at your cost with no credit/exchange.
  • If the return meets our criteria, we will issue store credit or proceed with an exchange.

International Orders

  • Customers are responsible for customs duties, import taxes, and any additional charges in their country.
  • International returns are not accepted unless the product is proven defective. Return shipping (if applicable) is paid by the customer.

Important Disclaimers

  • Right to Reject: We may reject returns/exchanges that do not meet this policy.
  • Policy Abuse: Repeated or fraudulent claims may lead to denial of future service.
  • Final Decision: Vision Point Optician’s decision on refunds, exchanges, and cancellations is final and binding.
  • Policy Changes: We may update this policy without prior notice. Please review periodically.

Contact

For any return or exchange queries: