Returns, Refunds & Exchange Policy — Optical Express

Website: https://opticalexpress.com.bd/ | Hotline / WhatsApp: 01301999802

Effective Date: 01 November 2025 | Last Updated: 19 September 2026

Thank you for shopping with Optical Express. Because eyewear includes both ready-made and custom-made (prescription) products, different return rules apply. Please read this Policy before ordering.

  • Quick Summary

  1. Frames only, non-prescription sunglasses, accessories — YES, returnable within 7 days of delivery. Condition: unused, undamaged, with tags, original packaging, and invoice.
  2. Custom / prescription lenses (power lenses, Varilux/progressive, Transitions, photochromic, power sunglasses) — NO, made-to-order items are not returnable. Only in case of our error or a defect will a free remake or replacement be provided (see Section 3).
  3. Contact lenses (sealed pack) — YES, returnable within 7 days of delivery. Condition: factory seal intact, unopened, and not expired.
  4. Contact lenses (opened/used) — NO, due to hygiene reasons.
  5. Wrong / damaged / defective items — YES, must be reported within 48 hours with photo/video evidence. A replacement, repair, or refund will be provided.
  6. Sale/clearance and gift items — NO, final sale. Only applicable if the item is defective or wrong.

Owner note: adjust the 7-day window to match your operations

(7/14/30 days) before publishing.

  • Standard Returns (Non-Customised Products)

2.1 You may request a return or exchange within 7 days of receiving the product. 2.2 To qualify, the item must be unused, unworn (other than a brief try-on), undamaged, with all tags, protective films, cases, cloths, and original packaging, accompanied by the invoice/ order number. 2.3 Lenses must be free of scratches and frames free of adjustment marks; products showing wear, alteration, or third-party lens fitting are not returnable. 2.4 Change-of-mind return delivery charges are borne by the customer; the original delivery fee is non-refundable.

  • Prescription & Made-to-Order Lenses (Non-Returnable, With Protections)

3.1 All lenses made to your prescription — including single vision, bifocal, progressive/Varilux, Eyezen, Crizal-coated, Transitions/ZEISS PhotoFusion, tinted/polarized power lenses, and power sunglasses — are custom-manufactured for your eyes and cannot be resold, hence not eligible for change-of-mind return or refund. 3.2 We WILL remake or replace free of charge if: (a) we manufactured the lens to the wrong prescription/specification versus the valid prescription you provided; (b) the lens arrives with a manufacturing defect (e.g. coating faults, incorrect fitting, cracks on arrival); (c) the wrong frame/lens/colour was dispatched. 3.3 We CANNOT accept responsibility where the prescription you supplied was incorrect, expired, or incomplete, or where your eye power has changed since the prescription date. In such cases a remake is possible at a discounted/chargeable rate at our discretion. We strongly recommend an eye test within the last 12 months and re-verification before ordering progressives. 3.4 Progressive/no-line multifocal lenses require an adaptation period (typically 7–14 days). If adaptation issues persist, contact us — we will verify fitting/

measurements and offer adjustment or one-time remake options per the lens brand’s policy.

  • Contact Lenses

4.1 For hygiene and eye-safety reasons, opened, unsealed, or used contact lenses, lens cases, or solutions cannot be returned. 4.2 Sealed, unopened, unexpired boxes in resalable condition may be returned within 7 days of delivery with invoice. 4.3 Defective sealed products (e.g. torn lens inside a sealed blister, wrong power dispatched) will be replaced or refunded — report within 48 hours with photos.

  • Damaged, Defective, or Wrong Items

  1. Inspect on delivery. If the item is damaged in transit, defective, or different from your order, notify us within 48 hours via hotline/WhatsApp 01301999802 with your order number and clear photos/video (including outer packaging for courier damage). 5.2 After verification, we will offer

— at our discretion — a free replacement, free repair/remake, or full refund (including delivery fee for our error). Do not discard the item/ packaging until the claim is resolved.

  • How to Request a Return / Exchange

  1. Contact us within the applicable window: Hotline/WhatsApp 01301999802 (or contact@opticalexpress.com.bd) with order number, reason, and photos/ video.
  2. Our team will confirm eligibility and issue a return authorisation with instructions (courier pickup, drop-off at a showroom, or customer-arranged courier).
  3. Pack the item securely in original packaging; include invoice copy, freebies, and accessories.
  4. We inspect the returned item (normally within 3–5 working days

of receipt) and confirm approval.

Showroom drop-off: Kakrail Showroom • Rayerbag Showroom during opening hours.

  • Refunds

  1. Approved refunds are issued to the original payment method:
    • Cash on Delivery: bank transfer or mobile banking (bKash/ Nagad/Rocket) within 5–7 working days of approval.
    • Online/card/mobile-banking payments: reversal to the same account/wallet within 7–14 working days (gateway timelines apply).
    • EMI purchases: refund via the EMI provider/card per their policy; EMI interest/charges are non-refundable. 7.2 Delivery fees are refundable only where the return is due to our error, defect, or damage. 7.3 We will notify you by phone/SMS/WhatsApp once the refund is processed, with a transaction reference.

  • Exchanges

  • Exchanges (size, colour, model) for eligible non-customised products are processed as a return + new order; price differences are adjusted (you pay the difference or receive a refund/credit).
  • Custom-lens orders cannot be “exchanged” for a different power

— see Section 3 (remake policy).

  • Limited Warranty (Manufacturing Defects)

  1. Frames and sunglasses carry a 15 Days warranty against manufacturing defects (e.g. faulty hinges, broken welds under normal use) from delivery date. Branded products additionally carry the brand’s

own warranty where applicable. 9.2 Coating/lens defects attributable to manufacturing are covered; scratches from normal wear, accidents, misuse, improper cleaning, heat/chemical exposure, pet damage, or third-party alterations are NOT covered. 9.3 Warranty claims require the invoice and the product for inspection; remedies are repair, replacement, or credit at our discretion.

  • Cancellations

  • Orders may be cancelled free of charge before dispatch (and before custom-lens manufacturing begins).
  • Once custom lenses are in production or the order is dispatched, cancellation is not possible — the Returns Policy above applies.

  • Consumer Rights

Nothing in this Policy limits your rights under the Consumer Rights Protection Act, 2009 and other applicable laws of Bangladesh. If any clause conflicts with mandatory law, your statutory rights prevail.

  • Contact

Optical Express — Hotline/WhatsApp: 01301999802 • Email: contact@opticalexpress.com.bd • https://opticalexpress.com.bd/