Refund policy

Last Updated: June 2026

1. Introduction

Jamil Optics LLC ("Jamil Optics," "we," "our," or "us") is committed to supplying quality eyewear, contact lenses, optical products and related accessories.

This Refund, Return, Exchange and Cancellation Policy applies to eligible purchases made through www.jamiloptics.ae and, where expressly stated, purchases made from participating Jamil Optics stores in the United Arab Emirates.

This Policy does not limit any mandatory rights available to customers under applicable UAE consumer-protection laws.

2. Return Period

Subject to the eligibility conditions and exclusions below, customers may request a return or exchange within:

14 calendar days from delivery for eligible eyeglass frames, sunglasses, reading glasses and unopened optical products.
7 calendar days from delivery for eligible accessories.
The applicable warranty or legally prescribed period for products that are defective, damaged, incorrectly supplied or materially different from their description.

The return request must be submitted within the applicable period. Products received after the return period may be declined unless the product is defective or the customer has another right under applicable law.

3. Conditions for Eligible Returns

To qualify for a return or exchange due to a change of mind, the product must:

Be unused, unworn and in resalable condition.
Be free from scratches, marks, alterations and accidental damage.
Include its original case, packaging, labels, warranty card, cleaning cloth, accessories and complimentary items.
Be accompanied by the original invoice, order confirmation or acceptable proof of purchase.
Not be a customized, personalized or hygiene-sensitive product excluded under this Policy.

Jamil Optics may inspect the returned product before approving an exchange or refund.

Trying on a frame briefly to assess its appearance will not automatically make it ineligible, provided it remains unused, undamaged and in resalable condition.

4. Prescription Eyeglasses and Customized Products

Prescription lenses are manufactured or fitted specifically according to the prescription, measurements, lens options and frame selected by the customer.

Consequently, the following products cannot ordinarily be returned, exchanged or refunded because of a change of mind:

Prescription lenses.
Lenses cut or fitted into a selected frame.
Prescription sunglasses.
Customized lens coatings, tints or treatments.
Special-order frames or lenses.
Personalized or engraved products.
Products altered or adjusted specifically at the customer's request.

This exclusion does not apply where:

The product is defective.
The supplied prescription differs from the prescription accepted on the order.
Jamil Optics made an error in taking or entering the required measurements.
The product supplied is materially different from the confirmed order.
A return, replacement, repair or refund is required under applicable UAE law.

If the prescription supplied by the customer was incorrect, outdated or later changed by an external practitioner, any replacement lenses may be chargeable.

Customers experiencing difficulty adapting to new prescription lenses should contact Jamil Optics promptly. We may inspect the glasses, verify the fitting and measurements, and recommend an appropriate solution. Adaptation discomfort does not automatically establish that a product is defective.

5. Contact Lenses and Hygiene-Sensitive Products

For health and hygiene reasons, contact lenses, contact-lens solutions, eye-care products and other sealed hygiene-sensitive products cannot be returned or exchanged after their packaging or safety seal has been opened.

Unopened products may be returned within the applicable return period if:

The original seal is intact.
The packaging is undamaged.
The product has been stored correctly.
The expiry date and batch information remain visible.
The product is otherwise in resalable condition.

Incorrectly supplied, damaged, expired or defective products remain eligible for appropriate remedies under this Policy and applicable law.

Customers are responsible for ordering contact lenses that match a valid prescription or professional recommendation. Jamil Optics may request prescription confirmation before supplying certain products.

6. Accessories

Unused and unopened accessories may be returned within seven calendar days of delivery, subject to inspection.

Opened, used or hygiene-sensitive accessories including contact-lens cases, solutions, eye masks, cleaning products and similar items cannot be returned because of a change of mind.

Defective or incorrectly supplied accessories may still qualify for repair, replacement or refund.

7. Defective, Damaged or Incorrect Products

Please inspect your order promptly after delivery.

If a product arrives damaged, defective, incomplete, incorrectly supplied or materially different from its description, contact us as soon as reasonably possible and provide:

Your order number or invoice.
A description of the issue.
Clear photographs or video showing the product, packaging and damage where applicable.
Any other information reasonably required to assess the claim.

After inspection, Jamil Optics may, as appropriate and in accordance with applicable law:

Repair the product.
Replace the product.
Correct or remake the product.
Reperform the relevant service.
Provide a full or partial refund.

Where the return is caused by an error attributable to Jamil Optics or a confirmed defect, Jamil Optics will bear the reasonable return or collection cost.

Damage caused after delivery through misuse, accidental impact, improper storage, failure to follow care instructions, normal wear and tear or unauthorized repair is not considered a manufacturing defect.

8. Manufacturer and Brand Warranties

Certain products may be covered by a manufacturer or brand warranty. Warranty coverage, duration and exclusions vary by brand and product.

Customers making a warranty claim may be required to provide:

The original invoice or proof of purchase.
The complete product.
The original case and accessories.
The warranty card, where supplied.
Photographs or other evidence of the reported defect.

Warranty claims may need to be referred to the manufacturer, authorized distributor or supplier for assessment. Approval or rejection may therefore be subject to the applicable brand's warranty conditions.

Manufacturer warranties generally do not cover accidental damage, scratches caused by use, misuse, unauthorized alteration, normal wear and tear or failure to follow care instructions.

Nothing in this section limits any mandatory remedy available under UAE law.

9. Promotional, Bundled, Clearance and Complimentary Products

If products are purchased as part of a bundle, "buy one get one," multi-buy offer or another promotion, all products forming part of the offer must be returned together to qualify for a full refund.

If only one product from a promotional bundle is returned, Jamil Optics may, where legally permitted:

Recalculate the price of the retained product without the promotional discount.
Deduct the value of any complimentary product that is not returned.
Offer an exchange or store credit instead of a monetary refund, where accepted by the customer.

Complimentary products must be returned unused, undamaged and in their original packaging when the associated purchase is returned. If a complimentary product is not returned, its stated retail value may be deducted from the eligible refund, where legally permitted.

Products purchased as clearance, final-sale or end-of-line items, or with a discount of 50% or more, do not qualify for a return, exchange or refund due to a change of mind. This restriction must be clearly communicated on the product page, promotional material or invoice at the time of purchase.

This exclusion does not apply where the product:

Is defective or damaged before delivery.
Is incorrectly supplied.
Is materially different from its description or the confirmed order.
Is subject to a mandatory repair, replacement or refund right under applicable UAE consumer-protection laws.

Any warranty supplied with a clearance or discounted product will continue to apply according to its stated terms and applicable law.

10. Order Cancellation

Customers may request cancellation by contacting Jamil Optics as soon as possible after placing an order.

Standard products

An order for a standard, non-customized product may be cancelled before it has been dispatched. If it has already been dispatched, the applicable return procedure must be followed.

Prescription and customized products

Prescription or customized orders may be cancelled without charge only before lens production, cutting, fitting, engraving or other customization has commenced.

Once customization has started, the order may not be cancelled or refunded because the product has been prepared specifically for the customer. Jamil Optics may, at its discretion, deduct reasonable costs already incurred and refund any remaining balance.

This restriction does not affect the customer's rights if Jamil Optics supplies a defective or incorrect product or fails to fulfil the confirmed order.

Jamil Optics may cancel an order if:

A product is unavailable.
The prescription or measurements cannot be verified.
Payment is not authorized.
Delivery cannot reasonably be completed.
A pricing or product-information error has occurred.
Fraudulent or unauthorized activity is suspected.
The order cannot legally or safely be fulfilled.

If Jamil Optics cancels an order after payment has been received, the eligible amount will be refunded to the original payment method.

11. How to Request a Return or Exchange

To request a return, exchange or cancellation, contact:

Email: ccc@jamiloptics.com
Website: www.jamiloptics.ae

Please provide:

Your full name.
Order or invoice number.
Contact details.
Product details.
Reason for the request.
Supporting photographs or documents, where relevant.
Your preferred resolution.

Do not send a product back until you have received return instructions or authorization from Jamil Optics.

Products may be returned through an approved collection method or to a participating Jamil Optics store, as instructed by our customer-service team.

12. Return Delivery Costs

Where a return is due to a confirmed defect, damage during delivery, an incorrect product or an error attributable to Jamil Optics, reasonable return or collection costs will be covered by Jamil Optics.

For an eligible change-of-mind return, the customer may be responsible for return delivery charges and any original delivery fee may be non-refundable, except where otherwise required by law.

Customers should not send products using an unapproved cash-on-delivery service.

13. Inspection and Approval

Returned products will be inspected after receipt.

Jamil Optics may decline a change-of-mind return if the product:

Has been worn or used.
Is scratched, damaged, altered or incomplete.
Is missing its original packaging or accessories.
Has an opened hygiene seal.
Is a customized or prescription product.
Was damaged because of improper handling after delivery.
Does not match the product originally supplied.

If a return is not approved, we will explain the reason and may arrange to return the product to the customer. Delivery charges may apply.

This section does not permit Jamil Optics to deny a remedy that the customer is entitled to receive under applicable law.

14. Exchanges

Approved exchanges are subject to product availability.

If the replacement product costs more than the returned product, the customer must pay the difference. If it costs less, the remaining eligible amount may be refunded or issued as store credit, depending on the original payment method and the customer's agreement.

Replacement products will normally be processed after the returned product has been received and approved.

A replacement prescription product may require new measurements, prescription verification and additional production time.

15. Refund Method

Approved refunds will normally be issued through the original payment method.

Card payments will be refunded to the card used for the transaction.
Online payments will be refunded through the original payment channel.
Cash purchases may be refunded by bank transfer, cash or another agreed method, subject to verification.
Purchases made partly using store credit, vouchers or promotional credit may be refunded proportionately through the same methods.
Delivery charges are refundable when the return results from a confirmed defect, incorrect supply or another reason attributable to Jamil Optics.

Customers may be asked to provide identification or verified bank information before a cash or bank-transfer refund is processed.

Jamil Optics will never request a customer's card PIN, password or one-time password to process a refund.

16. Refund Processing Time

Once the returned product has been received, inspected and approved, Jamil Optics will normally initiate the refund within seven business days.

The time required for the amount to appear in the customer's account depends on the bank, card issuer or payment-service provider and may take an additional five to fourteen business days.

Jamil Optics is not responsible for processing delays caused solely by the customer's bank or payment provider, but we will provide reasonable assistance in tracing an approved refund.

17. Insurance-Funded Purchases

Products paid fully or partly through an insurance company or third-party administrator are subject to the applicable insurer's approval, billing and refund procedures.

Any amount paid directly by an insurer will ordinarily be refunded or adjusted through that insurer. Only the amount personally paid by the customer will be refundable directly to the customer, subject to this Policy and applicable insurance requirements.

A return, cancellation or product change may require reversal or amendment of the original insurance claim.

18. Prescription Responsibility

Customers must provide a complete, accurate and valid prescription where required.

Jamil Optics is not responsible for errors resulting solely from:

An incorrect prescription supplied by the customer.
An outdated prescription.
Incorrect information provided during an online order.
Failure to disclose relevant fitting or prescription requirements.
A prescription change occurring after the product was correctly manufactured.

Where reasonably possible, Jamil Optics will assist the customer with a remake or replacement, but additional charges may apply.

This does not affect responsibility for an error made by Jamil Optics when performing an eye test, recording measurements or manufacturing the product.

19. Store Credit

Where offered and accepted by the customer, a refund may be issued as Jamil Optics store credit.

Before accepting store credit, customers will be informed of any applicable validity period, usage restrictions and whether it can later be converted into a monetary refund.

Store credit will not replace a monetary refund where applicable law requires the refund to be returned through the original payment method.

20. Abuse of the Returns Process

Jamil Optics reserves the right to investigate repeated, excessive, fraudulent or suspicious return activity.

We may reject a fraudulent claim, restrict account activity or request additional verification. This provision will not be used to deny a genuine claim or any mandatory consumer right.

21. Changes to This Policy

Jamil Optics may update this Policy from time to time. The updated version will be published on this page with a revised "Last Updated" date.

The policy applicable to an order will generally be the version in effect when the order was placed, unless a later change is required by law or provides more favorable rights to the customer.