Returns, Exchanges & Refunds
Your satisfaction matters to us. We carefully inspect every order before dispatch and want your HIJR Optical experience to be simple, transparent and reassuring.
7-Day Window
Contact us within 7 days of receiving an eligible product if you need a return or exchange.
Original Condition
Products must be unused, unworn, undamaged and returned with their original packaging and accessories.
Quality Inspection
Every approved return is inspected before an exchange or refund is confirmed.
A simple return process
If something isn’t right with your order, contact us first. We’ll guide you through the next steps.
Contact Us
Contact HIJR Optical within 7 days of receiving your order. Include your order number and reason for the request.
Send Details
We may ask for clear photographs or videos of the product, packaging and any issue with the order.
Inspection
After the return is received, we inspect the product to confirm that it meets the return conditions.
Resolution
Depending on the situation, an eligible order may qualify for an exchange, replacement or refund.
When can I return my order?
Eligible products may be returned or exchanged when the request is submitted within 7 days of delivery.
The product must be unused, unworn and in its original condition. Please include the original case, packaging, cleaning cloth, tags and other accessories supplied with the order, where applicable.
Unused and unworn products.
Case, accessories and packaging where applicable.
Request submitted within the applicable return period.
Prescription glasses
Prescription eyewear is prepared according to the prescription and specifications provided with your order.
Please carefully check the prescription information and other details before submitting your order.
If the prescription was prepared incorrectly because of an error on our side, please contact us. After reviewing the order, we will work with you on an appropriate replacement or correction.
If the prescription, measurements or other order information supplied by the customer was incorrect, additional charges or conditions may apply when a remake is requested.
Received the wrong or damaged product?
We understand that problems can occasionally occur during preparation or delivery. If you receive an incorrect, damaged or defective product, contact us as soon as possible.
Send your order number together with clear photographs or videos showing the issue. Do not send the item back without receiving return instructions from HIJR Optical.
Contact lens returns
Because contact lenses are hygiene-sensitive products, additional conditions apply to returns.
May be eligible
Unopened, sealed and undamaged contact-lens products may be considered for return after inspection.
Not eligible
Opened, used, damaged or tampered contact-lens packaging may not be eligible for return.
If your contact lenses arrive damaged or incorrect, please contact us before opening or using the product.
Items that may not qualify for return
- 01 Products that have been worn or used.
- 02 Products damaged through misuse, accidents or improper care.
- 03 Products returned without required original packaging or accessories.
- 04 Opened or used contact lenses.
- 05 Products modified or altered after delivery.
- 06 Return requests submitted outside the applicable return period.
Exchange policy
An exchange may be available for an eligible product depending on the reason for the request and availability of the replacement item.
Please contact our team before sending your product back. We will confirm whether the requested exchange can be arranged.
How refunds work
Once we receive and inspect an eligible returned product, we will notify you whether the refund has been approved.
Approved refunds will be processed using an applicable payment method. The time required for the funds to reach you can vary depending on the payment method and financial institution.
Return shipping charges may apply depending on the reason for the return. If the issue is confirmed to be caused by an incorrect, damaged or defective product supplied by HIJR Optical, we will review the case and determine the appropriate shipping arrangement.
Cash on Delivery orders
For Cash on Delivery orders, customers should contact HIJR Optical for instructions regarding an approved refund.
Additional information may be required to process the refund through an available payment method.
Need to cancel an order?
Contact us as soon as possible if you need to cancel an order. Cancellation may not be possible once an order has been processed, customized or dispatched.
We’re here to help.
Send us your order number and a short description of the issue. Our team will guide you through the return, exchange or refund process.
Additional non-returnable items:
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: {physical address}.
Contact us at {email} for questions related to refunds and returns.
