Returns & Exchange Policy

Policy summary

1. Frames and sunglasses

• You may return a frame or sunglasses that have not been fitted with prescription lenses within 7 days of delivery for a refund, or exchange them within 14 days.
• The product must be unused and in its original condition, with its box, case, tags and invoice.
• If you exchange for a higher-priced item, you pay the difference. If you exchange for a lower-priced item, the difference is not refunded.

2. Prescription glasses, lenses and special orders

• Prescription lenses are made to each customer's prescription, so they are not returnable or exchangeable once ordered from the lab or fitted. The Saudi E-Commerce Law excludes products made to the consumer's specifications.
• We remake your lenses free of charge if the error is ours: a power different from the prescription you provided, a manufacturing defect, or a fitting error, reported within 14 days of delivery.
• A free remake does not cover a change in your eye power, errors in the details you entered, or difficulty adapting to the lens.

3. Cancellation

• A prescription glasses order can be cancelled with a full refund before the lenses are ordered from the lab or supplier. After that, cancellation is not possible.
• A frame or sunglasses order can be cancelled before it is shipped. After shipping, the 7-day return right applies.
• If we do not receive your prescription within 30 days of ordering, the order is cancelled and fully refunded.

4. Changes after payment

• The lens type or power can be changed only before the lenses are ordered from the lab. Contact us on WhatsApp.
• Upgrading to a higher-priced lens is charged on a separate invoice. Changing to a lower-priced lens does not refund the difference.

5. Contact lenses

• Only sealed, unopened boxes are accepted within 7 days of delivery. Opened boxes cannot be returned or exchanged for hygiene reasons.

6. Warranty

• 1-year warranty on manufacturing defects in frames and lenses.
• The warranty does not cover scratches, breakage, misuse, normal wear, or damage from heat or chemicals.

7. Refunds

• Refunds go back to the original payment method (mada, credit card, Tamara or Tabby) within 7 days of receiving and inspecting the returned item.
• Your bank or payment provider may take additional time to show the amount in your account.

8. Return shipping

• Returns are free if the mistake is ours (wrong or defective item). Otherwise the customer pays the shipping, or can return the item free of charge at our showroom in Olaya, Al Khobar.

9. How to request a return or exchange

• Message us on WhatsApp 0533452000 or email sales@eyemoo.sa with your order number, the reason, and photos of the item if relevant.

10. Showroom purchases

• Purchases made directly in our showroom follow the policy printed on the showroom invoice: return within 1 day and exchange within 3 days, and prescription glasses, their lenses and special orders cannot be exchanged or returned after fitting.