Refund & Cancellation Policy

At Al Balad Optics, your complete satisfaction matters to us. This policy explains how product returns, refunds, and order/appointment cancellations work. 1. Return Window You may request a return for any product within 7 days of receiving your order. 2. Conditions for Accepting a Return For a return to be accepted, the item must be: • In its original condition, unused, unscratched, and unaltered. • With all original accessories (case, cleaning cloth, warranty card) still included. • In its original packaging where possible. Eyewear made with a custom prescription or lens tailored specifically to the customer cannot be returned unless there is a clear manufacturing defect. 3. How to Submit a Return Request Log in to your account, open "My Orders", select the relevant order, then click "Request Return" and specify the items, quantity, and reason for return. We will review your request and respond within business days. 4. Return Statuses A return request goes through several statuses: pending review, approved, item received, refunded, or rejected (with an explanation from our team). 5. How Refunds Are Processed Once a return request is approved and the item is confirmed received, the refunded amount is credited to your in-store wallet within your account, which you can use immediately on any future purchase. 6. Return Shipping Cost If the return is due to an error on our part (a damaged item or an item different from what was ordered), the store covers the return shipping cost. If the return is for personal reasons (such as change of mind), the customer may bear the shipping cost. 7. Order Cancellation You may request to cancel your order before it ships by contacting us directly via WhatsApp or the "Contact Us" page, and we will process the cancellation if the order has not yet left our warehouse. 8. Appointment Cancellation & Rescheduling You may cancel or reschedule a free exam or consultation appointment free of charge up to 3 hours before the scheduled time, by contacting us via WhatsApp or the "Contact Us" page. 9. Exchanges We do not currently offer direct product exchanges; please submit a return request for the unsuitable item, then place a new order for the correct model or replacement size. 10. Contact Us For any inquiries about a return or cancellation request, please reach out through the "Contact Us" page or via WhatsApp.