At City Optics, customer satisfaction is our priority. We aim to provide high-quality eyewear products and a smooth shopping experience. Please read our Refund & Returns Policy carefully before making a purchase.
1. Return Eligibility
Customers may request a return or exchange if:
- The product received is damaged or defective
- The wrong product was delivered
- The product has a manufacturing issue
To qualify for a return:
- The request must be made within 7 days of delivery
- The product must be unused and in original condition
- Original packaging, accessories, and invoice must be included
2. Non-Returnable Items
The following items are generally not eligible for return or refund:
- Customized prescription glasses or lenses
- Products damaged due to customer misuse
- Items with missing packaging or accessories
- Products showing signs of use or wear
However, defective prescription products caused by manufacturing errors may be reviewed for replacement or correction.
3. Exchange Policy
Customers may request an exchange for:
- Incorrect size or fitting issues
- Defective or damaged products
- Wrong item delivery
Exchange requests are subject to stock availability.
4. Refund Policy
Refunds may be approved if:
- The ordered product is unavailable
- A return request is approved after inspection
- The product cannot be replaced or exchanged
Approved refunds will be processed through the original payment method or alternative agreed method within 7–14 business days.
5. Delivery Charges
- Delivery charges are non-refundable unless the return is due to our error
- Customers may need to bear return shipping costs unless the product is defective or incorrect
6. Return Process
To request a return or refund:
- Contact City Optics customer support
- Provide order details and clear images of the product (if applicable)
- Wait for confirmation and return instructions
- Ship the product as instructed
Returns sent without prior approval may not be accepted.
7. Damaged or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery with supporting photos or videos for faster resolution.
8. Cancellation Policy
Orders may be canceled before shipment confirmation. Once an order has been shipped, cancellation may not be possible.
Customized prescription orders may not be canceled after production has started.
9. Contact Us
For any return, exchange, or refund-related inquiries, please contact City Optics through our official support channels.
Thank you for shopping with City Optics.