Refund policy

Return and Refund Policy – Optic Souq

Effective date: 17 October 2026

Optic Souq is a B2B wholesale supplier to optical shops. Please check product details and quantities carefully before ordering.

1. Order cancellation

An order can be cancelled only before it is dispatched. Once an order is packed, handed to a courier or transport partner, customised or specially procured, it cannot normally be cancelled.

2. Eligible returns

A return may be considered when the wrong product or quantity was supplied, or the product arrived damaged or with a manufacturing defect, and the issue is reported within 24 hours of delivery with the order number and clear photos.

Keep the products, accessories, labels and packaging unused and in original condition while we review the request.

3. Not returnable

  • Change-of-mind or slow-moving stock.
  • Customised, white-labelled, engraved or specially procured goods.
  • Used, altered, scratched or incompletely returned items, or items damaged after delivery.
  • Items without original packaging, tags, accessories or proof of purchase.
  • Minor colour or finish differences caused by photography, screens or normal batch variation.

4. Review and resolution

We review the evidence and may ask for more information or a return inspection. If approved, we offer a replacement, store credit or refund, depending on stock and the circumstances. Please do not send goods back until we give return instructions.

5. Refunds

Approved refunds are normally initiated within 7–14 business days after the returned goods are received and inspected, to the original payment method where possible. Shipping, handling, payment-gateway, COD and transport charges are not refundable unless the return is due to our error or an approved transit-damage claim.

6. Return shipping

For an approved wrong-item, defective-item or transit-damage claim we confirm the return arrangement. For any return accepted as an exception, return shipping and transit risk are the buyer's responsibility.

7. Contact