Refund & Return Policy

Eyetix is committed to providing high-quality eyewear. To maintain fairness and protect our customers, we follow a strict and transparent return/refund process.

Eligibility for Return/Refund

You may request a return or refund if:

  • You received the wrong product
  • The product arrived damaged
  • There is a clear manufacturing defect
  • The item delivered does not match the product description

Mandatory Unboxing Video Requirement

A complete, uninterrupted unboxing video is required to process any complaint. The video must clearly show:

  1. The unopened parcel
  2. Entire unboxing process (no cuts or edits)
  3. Product visibility from all sides
  4. Mention or display of the issue

Claims submitted without proper video evidence will not be accepted.

Return Conditions

  • Must report the issue within 24 hours of delivery.
  • Product must remain unused and returned with original box, tags, cleaning cloths, and accessories.
  • Lenses that are customized or power lenses fitted on customer request are not returnable.
  • Contact lenses are non-returnable due to hygiene and safety reasons (unless damaged on arrival).

Non-Returnable Items

  • Change of mind
  • Incorrect order placed by customer
  • Products damaged after use
  • Scratches caused by negligence
  • Blue-cut testing failure without proper unboxing proof

Refund Process

  • Once approved, refunds will be processed within 3–7 working days.
  • Refunds are sent via the same payment method used during purchase.
  • For Cash-on-Delivery (COD), refund will be sent via mobile banking (bKash/Nagad).

Replacement Policy

  • If eligible, customers may request a replacement instead of a refund.
  • Replacement depends on stock availability.
  • Replacement shipping charges may apply.

Courier Loss/Damage

  • If a parcel is lost or severely damaged by courier service, Eyetix will investigate with the courier.
  • Replacement/refund decisions will follow courier dispute guidelines.

— & Return Policy We want you to feel confident in every purchase you make with Eyetix. Please read our return and refund policies carefully:

Eligibility for Return/Refund:

  • Wrong product received
  • Damaged product received
  • Manufacturing defect

Conditions:

  1. Unboxing Video Required – A full, uninterrupted unboxing video is mandatory to claim any return or refund. Videos must clearly show:
    • Parcel packaging
    • Opening process
    • Product condition
    • Any issues found
  2. Claims without video will not be accepted.
  3. Requests must be submitted within 24 hours of delivery.
  4. Product must be unused and returned in original packaging.

Non-Refundable Cases:

  • Change of mind after delivery
  • No unboxing video
  • Used or damaged-after-use product
  • Missing accessories due to user error

Refund Processing:

Upon approval, refunds will be processed within 3–7 working days through the original payment method.