Website: https://opticalexpress.com.bd/
Hot-line / WhatsApp: 01301999802 | Email: contact@opticalexpress.com.bd
Effective Date: 01 November 2025 | Last Updated: 20 September 2026

Thank you for shopping with Optical Express. Please read this Policy carefully before ordering, because our exchange rules are strict and every case is decided individually by our management.

1. Our Policy in Brief

  1. As usual, we do not give cash refunds or return money. Eligible cases are resolved by exchange only.
  2. Exchange is allowed only in special situations, and only if our authority inspects the case and judges it eligible for exchange.
  3. The product must be completely intact and unused — the seal, sticker, and packaging must have no damage whatsoever.
  4. The customer must bear all delivery charges for sending the product back and receiving the exchanged product.
  5. Exchange processing takes 10 to 15 days after we receive the product.
  6. The same rules apply to custom power lenses and prescription lenses.
  7. To start a claim, contact us within 7 days of delivery with your order number and clear photos or video.

2. Eligibility Conditions

2.1 Every exchange request is subject to inspection and approval by Optical Express management. Approval is granted only where the authority, after examination, considers the case genuinely eligible.
2.2 To qualify for consideration, the product must be unused, unworn (other than a brief try-on), and completely intact, with the seal, stickers, protective films, tags, case, cloth, original packaging, and invoice all undamaged and complete.
2.3 Products showing any wear, damage, alteration, missing parts, broken seals, removed stickers, scratches, or third-party lens fitting are not eligible for exchange.
2.4 Change-of-mind requests without a valid reason are generally not accepted. Where the authority exceptionally accepts such a request, all conditions of this Policy still apply in full.
2.5 Sale, clearance, discounted, and gift items are final sale, unless the item arrived defective or wrong.

3. Custom Power and Prescription Lenses — Same Rules

3.1 The same exchange-only rules apply to all custom and made-to-order lenses, including single vision, bifocal, progressive and Varilux lenses, Eyezen, Crizal-coated, Transitions and ZEISS PhotoFusion lenses, tinted and polarized power lenses, and power sunglasses.
3.2 If inspection confirms a manufacturing error or defect on our side (for example, the lens was made to the wrong prescription versus the valid prescription you provided, coating faults, or incorrect fitting), we will remake or replace the lens free of charge.
3.3 If the prescription you supplied was incorrect, expired, or incomplete, or your eye power has changed since the prescription date, any remake will be chargeable at our prevailing rate. We strongly recommend an eye test within the last 12 months before ordering.
3.4 Progressive and no-line multifocal lenses require an adaptation period (typically 7 to 14 days). If adaptation issues persist, contact us for fitting verification and adjustment support.

4. Contact Lenses

4.1 Contact lenses may only be considered for exchange if the factory seal is fully intact — sealed, unopened, and unexpired boxes in resalable condition.
4.2 Opened, unsealed, or used contact lenses, lens cases, or solutions cannot be exchanged for hygiene and eye-safety reasons.
4.3 Defective sealed products (for example, a torn lens inside a sealed blister, or wrong power dispatched) will be considered for exchange. Report within 7 days of delivery with photos.

5. Damaged, Defective, or Wrong Items on Arrival

5.1 Inspect your parcel at delivery. If the item is damaged in transit, defective, or different from your order, notify us within 7 days of delivery via hotline or WhatsApp at 01301999802, or email at contact@opticalexpress.com.bd, with your order number and clear photos or video (including the outer packaging for courier damage).
5.2 After verification and management approval, the case will be resolved by exchange or free remake. Do not discard the item or packaging until the claim is resolved.

6. How to Request an Exchange

  1. Contact us within 7 days of delivery at 01301999802 (phone or WhatsApp) or contact@opticalexpress.com.bd with your order number, reason, and photos or video.
  2. Our team will examine the case and confirm whether it is accepted for exchange, with instructions for courier return or showroom drop-off.
  3. Pack the product securely in its original undamaged packaging and include the invoice, freebies, and accessories. The customer bears all delivery charges.
  4. After we receive and inspect the product, approved exchanges are processed within 10 to 15 days.

Showroom drop-off: 38 VIP Rd, Kakrail, Dhaka – 1000, or 1728 Rayerbag Rd, Dhaka – 1362. Open 9:00 AM – 10:00 PM, 7 days a week.

7. Delivery Charges for Exchange

7.1 All delivery charges related to an exchange — sending the product to us and receiving the exchanged product — are borne by the customer.
7.2 The original delivery fee is non-refundable.

8. Refunds

8.1 As usual, we do not offer cash refunds. Cases are resolved by exchange as described above.
8.2 A refund is considered only in exceptional situations — for example, where an approved exchange cannot be fulfilled because the replacement product is unavailable. Such refunds require management approval and are issued to the original payment method (SSLCommerz reversal, mobile banking, or bank transfer) within 7 to 14 working days of approval.

9. Warranty

9.1 We pass on the official brand warranty or guarantee wherever the brand officially provides one. This depends totally on the brand — not all products carry a warranty or guarantee. Official brand coverage is up to 24 months from the delivery date, as per the brand’s own terms.
9.2 Covered: manufacturing defects under normal use (for example, faulty hinges, broken welds, or manufacturing faults in branded lenses), as recognised by the brand.
9.3 Not covered: scratches from normal wear, accidents, misuse, improper cleaning, heat or chemical exposure, pet damage, lost parts, or any third-party alteration or repair.
9.4 Warranty claims require the invoice and the product for inspection. Remedies are repair, replacement, or exchange, as decided by the brand terms and our management.

10. Cancellations

10.1 Orders may be cancelled free of charge before dispatch. Custom and prescription lens orders cannot be cancelled once manufacturing has begun.
10.2 Once an order is dispatched, cancellation is not possible. The exchange rules above apply.

11. 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.

12. Contact

  1. Business name: Optical Express
  2. Hot-line / WhatsApp: 01301999802
  3. Email: contact@opticalexpress.com.bd
  4. Website: https://opticalexpress.com.bd/
  5. Showroom 1: 38 VIP Rd, Kakrail, Dhaka – 1000
  6. Showroom 2: 1728 Rayerbag Rd, Dhaka – 1362
  7. Opening hours: 9:00 AM – 10:00 PM, 7 days a week