Refunds & Exchanges

Complaints:

Returns

At Al-Aziz Optical, we are dedicated to ensuring your satisfaction with our products. If for any reason you are not completely satisfied with your purchase, you may return the item within 14 days of receiving it, subject to the following conditions:

• Condition of Items: Items must be returned in their original condition, unused, and with all original packaging and tags intact.
• Proof of Purchase: A receipt or proof of purchase is required for all returns.
• Non-Returnable Items: Customized lenses and prescription glasses that have been shaped or altered to your specifications are non-returnable and non-refundable.

Exchange

If you wish to exchange an item for a different size, color, or style, please follow these steps:

1. Contact Us: Reach out to our customer support team via email, phone, or WhatsApp to initiate the exchange process. Provide your order number and details of the item you wish to exchange.
2. Return the Original Item: Send the original item back to us in its original condition with all packaging and tags intact.
3. Place a New Order: Once we receive the returned item and verify its condition, we will process your exchange and ship the new item to you. Any price difference will be charged or refunded accordingly.

How to Return or Exchange an Item

1. Contact Customer Support: Notify us of your intention to return or exchange an item by contacting our customer support team via email, phone, or WhatsApp.

   • Email: info@alazizoptical.pk
   • Phone: +92 304 0444142
   • WhatsApp: +92 304 0444142

2. Prepare Your Return: Pack the item securely in its original packaging, including all tags and documentation. Include a copy of your receipt or proof of purchase.

3. Ship the Item: Send the package to our return address. We recommend using a trackable shipping method to ensure the item reaches us safely.

   • Return Address:
     • Al-Aziz Optical
     • Y-Block, DHA, Lahore, Pakistan

4. Processing Time: Once we receive your return, we will inspect the item and notify you of the approval or rejection of your return. If approved, your refund will be processed within 7-10 business days to your original method of payment.

Refunds

• Full Refund: If your return is approved, a full refund will be issued to your original method of payment.
• Partial Refunds: In some cases, only partial refunds are granted (if applicable), such as items that are not in their original condition, damaged, or missing parts for reasons not due to our error.

Additional Conditions

• Prescription Issue: A copy of the prescription issued by an optician is mandatory for processing returns or exchanges related to prescription issues.
• Warranty: Any issues reported within 30 days of receiving the eyeglasses are covered under our warranty policy.
• Order Delay: In cases of unusual delays in production or transit, we will work with you to resolve the issue.
• Product Issue: All returns or exchanges related to product issues will require verification of size, color, and defect.
• Company’s Error: If the issue is due to an error on our part, we will confirm the problem and take appropriate actions to resolve it.
• Promotions: Special conditions apply to glasses purchased during promotions. Please review the terms of the promotion for specific details.

Shipping Costs

• Return Shipping: You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable.
• Exchange Shipping: If you are exchanging an item, you will be responsible for the shipping costs of the new item.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately. We will arrange for a replacement or refund at no additional cost to you.