Al Roya Optical Store Return and Exchange Policy

Shop at your convenience

Make sure you have a copy of your purchase invoice to present in the event of a return or exchange, or if you receive your existing glasses from us and review the cash and value of the electronic payment receipts.

Ensure the validity of your purchases. Ask and learn about the methods and instructions for use, care methods, or warranty rights offered by the products.

Dear customers, we welcome you and offer you the utmost flexibility in our exchange and return policy.

In order to know your rights as a consumer, you must follow the following instructions:

Return and exchange for Vision Lens Store

First: Sunglasses

Sunglasses Return Policy

1. A return request must be made within 24 hours of receiving the shipment, provided that the sunglasses are in their original condition and free of scratches. The shipping cost will be deducted from the total value of the prescription glasses, at a value of 30 riyals per shipment, whether for replacement or return.

1. Sunglasses are not refundable during sales and discounts, as other customers may have missed the opportunity to choose the product during sales or if they request modifications to the sunglasses by changing the original lenses to prescription sunglasses with specifications for weak or non-weak eyesight.

Sunglasses Exchange Policy

If you want to exchange the product, it must be in its original condition and the other product must be of the same or higher price value. If you want to choose a product of a lower price than the price value you previously selected, you will not be required to refund the cash difference, and the period for requesting an exchange must be within 72 hours from the date of receiving the glasses. The customer bears the cost of exchanging and sending the glasses at a value of 30 riyals per shipment, whether exchanging or sending.

Second: Eyeglasses

Prescription glasses are primarily a medical prescription that is prepared with great care. The quality of lenses is ordered from the source according to the eye examination provided by the customer and goes through different stages of cutting, preparation and installation.

Eyeglasses Return Policy

1. The invoice submitted for return must be for the sold prescription glasses only (medical frame only without prescription lenses) and in its original condition and free of scratches. The return claim period must be within 24 hours from the date of receiving the shipment, provided that the shipping cost for the customer is deducted from the total value of the prescription glasses at a value of 30 riyals per shipment, whether replacement or return.

1. The customer is not entitled to claim a refund for prescription lenses or any modifications made to them after a maximum period of 24 hours from the date of receipt and confirmation of the order, as we will prepare the lenses immediately after verifying the validity of the order and issuing the purchase invoice to the customer.

1. The customer is not entitled to demand a replacement or return of the eyeglasses or lenses after they have been fitted in the event that the customer’s medical examination differs or he is not satisfied with it, as long as no defect in the implementation has been proven by the Vision Lens Store for Eyeglasses.

Exchange Policy for Prescription Glasses

1. The customer has the right to exchange the eyeglasses (medical frame only, without medical lenses) within a maximum period of 72 hours from the date of receiving the shipment, provided that the eyeglasses are in their original condition.

Third: Contact lenses

Contact lens replacement cases

1. The customer has the right to replace the contact lenses within a maximum period of 24 hours from the date of receiving the contact lenses with the customer’s purchase invoice in the event that the package has not been opened and the lenses are replaced intact and without damage, provided that the shipping cost to the customer is deducted from the total value of the prescription glasses at a value of 30 riyals per shipment, whether replacement or sending.

Contact Lens Recall Cases

1. The customer is not entitled to claim a return of contact lenses or lens solution after the customer has opened or used the lens container or solution.

We apologize for not accepting exchanges and returns in these cases.

If the medical measurements were performed with a medical prescription outside the branch or by the customer and are free of defects and errors

Recovery timeframe

*- For purchase invoices made by cash payment or payment by bank cards, the payment must be made within a maximum period of 15 days.

*- For purchase invoices via installment payment methods, the payment period shall not exceed 33 days, and the company is not obligated to pay the value of the installment to the customer.

General terms and conditions for delivery

*While we are strongly committed to delivering within the timescales specified in our order confirmation, displayed on the Vision Lens website, or mentioned above, these delivery timescales are only estimates. The timescale starts from the time of order confirmation. However, if we do not deliver your order within 30 days of order confirmation, we will refund you in full. However, we are not responsible for non-delivery for reasons beyond our control, including your absence at the address provided to receive the order or your request to postpone delivery. Orders are delivered daily, excluding Fridays and official holidays in the Kingdom of Saudi Arabia. It is your responsibility to ensure the proper arrival of the order and/or provide any additional identification documents that may be required for customs clearance (if applicable).

* Please note that the delivery company will make four attempts to contact you to schedule a delivery time, and three attempts upon delivery. If none of the calls are answered, the order will be canceled.