Al Shan Opticals LLC
Last Updated: 10 October 2026
At Al Shan Opticals, customer satisfaction is our priority. We are committed to providing quality eyewear products and a reliable shopping experience.
If you are not satisfied with your purchase, we are here to assist you. Please review our Return & Refund Policy below.
1. Return Eligibility
Customers may request a return or exchange of eligible products within 7 days of delivery or purchase, subject to the following conditions:
• The product must be unused and in its original condition. • The product must be returned with its original packaging, tags, accessories, and case, where supplied. • Proof of purchase or an order confirmation must be provided. • The product must not show signs of damage, alteration, or improper handling.
All returns are subject to inspection and approval.
2. Eyeglass Frames & Sunglasses
Non-prescription eyeglass frames and sunglasses may be eligible for return or exchange within 7 days if they are unused, undamaged, and returned in their original condition.
Products showing signs of wear, scratches, or damage caused after delivery may not qualify for discretionary returns.
Prescription-fitted frames may be subject to additional conditions due to customization.
3. Prescription Lenses & Customized Eyewear
Prescription lenses and customized eyewear are prepared according to individual customer requirements.
Therefore, returns or exchanges for change of mind may not be available once customization has commenced or the order has been completed.
However, we will provide an appropriate resolution if:
• The prescription lenses do not match the confirmed order specifications. • The supplied product has a manufacturing defect. • An incorrect product has been supplied. • The product otherwise fails to meet applicable consumer protection requirements.
Such cases will be reviewed and handled through correction, replacement, repair, or refund as appropriate under UAE law.
4. Contact Lenses
For hygiene and safety reasons, opened or used contact lens packages are generally not eligible for change-of-mind returns.
Unopened contact lenses with intact manufacturer seals may be considered for return or exchange within the applicable return period.
If contact lenses are defective, incorrectly supplied, expired upon delivery, or otherwise non-compliant with applicable requirements, please contact us promptly.
Your statutory consumer rights remain unaffected.
5. Damaged, Defective or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact our customer support team as soon as possible.
Kindly provide:
• Your order number or purchase receipt. • A description of the issue. • Clear photographs of the product, where helpful.
Our team will review the issue and arrange an appropriate resolution in accordance with applicable UAE consumer protection laws.
Where required by law, eligible defective or incorrectly supplied products will be repaired, replaced, or refunded without additional charges to the customer.
6. Non-Returnable Products
The following products are generally not eligible for discretionary change-of-mind returns:
• Used or opened contact lenses. • Customized prescription lenses. • Special-order items made to individual specifications. • Products damaged through misuse or improper handling. • Products that have been altered or modified after purchase.
These restrictions do not apply where a return, replacement, repair, or refund is required by law, including for qualifying product defects.
7. How to Request a Return
To request a return or exchange:
1. Contact Al Shan Opticals customer support with your order number. 2. Explain the reason for your return or exchange request. 3. Provide photographs or additional details if requested. 4. Our team will review your request and provide further instructions.
Please do not send products back without first contacting our team to obtain return instructions.
8. Refund Process
Once a returned product has been received and inspected, we will inform you of the outcome.
If a refund is approved, it will be processed through the original payment method wherever possible.
The time required for the refund to appear in your account may depend on the payment provider or bank.
Any legally required refunds will be handled within applicable statutory requirements.
9. Exchanges
Eligible products may be exchanged subject to availability and the applicable return conditions.
If the replacement product costs more than the original item, the customer may be required to pay the difference.
If it costs less, the difference will be handled according to the agreed exchange arrangement and applicable law.
10. Shipping and Return Charges
Return shipping charges for discretionary change-of-mind returns will be communicated to the customer before the return is arranged.
Where a product is defective, incorrectly supplied, or otherwise qualifies for a remedy under applicable consumer protection law, the customer will not be charged costs that the business is legally required to bear.
Original delivery charges and any applicable deductions will be handled according to the circumstances and applicable law.
11. Promotional and Discounted Products
Products purchased during sales, promotional offers, or special campaigns may be subject to specific disclosed return conditions.
Discounted products remain protected by applicable consumer rights, including rights relating to defective or incorrectly supplied goods.
12. Order Cancellations
Customers may request an order cancellation by contacting our team as soon as possible.
Cancellation requests will be reviewed based on the order status.
Orders that have already been shipped, customized, or prepared may be subject to additional conditions, where permitted by applicable law.
If an order is cancelled before fulfilment and the customer is entitled to a refund, the applicable refund will be arranged.
13. Warranty Claims
Certain eyewear products may be covered by manufacturer warranties.
Warranty coverage depends on the product, manufacturer, and applicable terms.
Products with suspected manufacturing defects may require inspection by Al Shan Opticals or the relevant supplier.
Manufacturer warranty conditions do not limit statutory consumer rights under UAE law.
14. Customer Support
For return, exchange, refund, or warranty enquiries, please contact:
Al Shan Opticals LLC
Location: Al Karama, Dubai, United Arab Emirates
Website: www.alshanoptics.com
Email: info@alshanoptics.com
Phone / WhatsApp: [Insert verified customer service number]
Our team will be happy to assist you and provide an appropriate resolution.
15. Consumer Rights
This policy is governed by the applicable consumer protection laws of the United Arab Emirates.
Nothing in this policy is intended to exclude or limit consumer rights or remedies guaranteed by law.
©️ 2026 Al Shan Opticals LLC. All Rights Reserved.