Refund policy

We want you to feel confident shopping with O’S OPTICAL. Please review the following policy carefully, especially if your order includes prescription or made-to-order lenses.

30-Day Return Window

You may request a return within 30 calendar days after your order is delivered.

To be eligible for return, the item must:

  • Be in its original condition;
  • Have no damage, scratches, alterations, or signs of wear beyond what is reasonably necessary to try it on;
  • Include the original case, cleaning cloth, accessories, tags, documentation, and packaging; and
  • Be accompanied by valid proof of purchase.

Returns must be approved before they are shipped. Items returned without authorization may not be accepted.

This policy does not limit any mandatory consumer rights available under applicable law.

How to Request a Return

Please email osoptical.contact@gmail.com and include:

  • Your order number;
  • The item you wish to return;
  • The reason for the return; and
  • Clear photographs if the item is damaged, defective, incorrect, or has a manufacturing issue.

If your request is approved, we will provide the return address and shipping instructions. Please send the approved return within 14 days of receiving those instructions.

Do not return an item to the sender’s address or to our retail store unless we specifically instruct you to do so.

Return Shipping Costs

Change-of-Mind Returns

For returns caused by personal preference, fit, or ordering the wrong size or color:

  • The customer is responsible for all return shipping costs;
  • We do not provide a free prepaid return label;
  • We strongly recommend using a trackable shipping service; and
  • O’S OPTICAL is not responsible for returned packages that are lost or damaged in transit.

Original shipping charges, express delivery upgrades, customs duties, taxes, and handling fees are non-refundable unless otherwise required by applicable law.

Damaged, Defective, Incorrect, or Store-Error Orders

If an item arrives damaged or defective, if you receive the wrong item, or if we make an error when producing your order, O’S OPTICAL will cover the reasonable return shipping cost.

Where available, we will provide a prepaid return label. If a prepaid label is unavailable, we may reimburse reasonable trackable standard shipping costs, provided that the shipping method and cost are approved by us before the item is returned.

Frame-Only Products

Frame-only products may be returned under this policy if they satisfy the return eligibility requirements above.

The refundable amount will be based on the amount actually paid for the frame, after applying any product-level or order-level discount.

Made-to-Order and Custom Lenses

Lenses that are cut, produced, tinted, coated, or otherwise prepared for a specific frame or customer are made-to-order products.

This includes, where applicable:

  • Non-prescription lenses cut for a selected frame;
  • Prescription lenses;
  • High-index lenses;
  • Progressive or bifocal lenses;
  • Tinted or photochromic lenses; and
  • Other customized lens treatments or upgrades.

Once production has begun, made-to-order lenses are non-refundable and non-exchangeable, except where:

  • The lenses have a manufacturing defect;
  • We produced the lenses incorrectly;
  • The lenses do not match the prescription information provided and confirmed with the order; or
  • A refund, replacement, or other remedy is required by applicable law.

If you need to cancel or change a lens order, contact us as soon as possible. We will try to accommodate the request if production has not started, but changes or cancellation cannot be guaranteed.

Returning Prescription or Customized Glasses

If you return a complete pair of prescription or customized glasses because of fit, color, style, or personal preference:

  • Only the eligible frame amount will be refunded;
  • Lens charges and customization fees will not be refunded once production has begun; and
  • The frame must satisfy the return eligibility requirements.

The refundable frame amount will be based on the Frame Only price applicable to the product at the time of purchase, adjusted for any discounts used on the order.

Complimentary or promotional lenses have no separate cash or refund value.

Damages and Other Problems

Please inspect your order after delivery. If the item is damaged, defective, incorrect, or does not match the confirmed order details, contact us as soon as possible, preferably within seven days of delivery.

Please keep the product, packaging, shipping label, and all accessories while we investigate the issue.

Depending on the circumstances and applicable law, we may offer repair, replacement, reproduction, store credit, or a refund. Reporting within seven days helps us investigate shipping damage but does not limit any mandatory legal rights.

Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash, except where required by applicable law.

Exchanges

We do not currently process direct exchanges for change-of-mind returns.

The fastest way to obtain another size, color, or style is to return the eligible item and place a new order after the return has been approved.

Made-to-order lenses cannot be transferred to another frame and remain subject to the custom lens terms above.

European Union and United Kingdom Customers

For eligible non-customized goods delivered to customers in the European Union or United Kingdom, statutory distance-selling cancellation rights may apply.

Where applicable, customers generally have 14 days after delivery to notify us that they wish to withdraw from the purchase. Customers may then be required to return the eligible goods within the statutory return period.

The customer is responsible for the direct cost of a change-of-mind return unless we agree otherwise or applicable law requires us to cover it.

The statutory cooling-off right may not apply to goods made to the customer’s specifications or clearly personalized, including certain prescription and made-to-order lenses.

Nothing in this policy excludes or limits rights relating to faulty, misdescribed, or non-conforming goods, or any other rights that cannot legally be excluded.

Refund Processing

After receiving and inspecting the returned item, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 10 business days. Your bank, card issuer, or payment provider may require additional time to post the refund.

Where applicable law requires a different refund method or deadline, the applicable legal requirement will take priority.

If more than 15 business days have passed since we confirmed approval of your refund, please contact osoptical.contact@gmail.com.

Contact

For return, refund, cancellation, or product-quality questions, contact:

O’S OPTICAL
Email: osoptical.contact@gmail.com