Refund policy

At Vision Optic S.A., we want you to be satisfied with your purchase. This Return & Refund Policy explains when products can be returned, exchanged or refunded.

1. Online Order Cancellations & Cooling-Off Period

For qualifying online purchases, you may cancel your purchase within 7 days after receiving the goods, without providing a reason, subject to applicable South African law.

If you exercise this right:

The product must be returned to Vision Optic S.A.
The customer is responsible for the direct cost of returning the product.
Products should be returned in an unused and undamaged condition, subject to applicable consumer rights and any exceptions provided by law.
Once the returned product has been received and processed, the applicable refund will be issued in accordance with the law.

Nothing in this policy limits any mandatory rights you may have under South African consumer law.

2. Returns for Damaged or Incorrect Products

If you receive a product that is:

Damaged during delivery;
Defective;
Incorrectly supplied; or
Different from the product you ordered,

please contact us as soon as possible.

We may request photographs or other information to assess the issue.

Where the product qualifies for a remedy under applicable law, Vision Optic S.A. will provide the appropriate remedy, which may include a repair, replacement or refund, as applicable.

3. Sunglasses & Eyeglasses

Sunglasses and standard eyeglasses may be returned where permitted under this policy and applicable law.

For a change-of-mind return, the product should be:

Unworn;
Undamaged;
In its original packaging;
Returned with any accessories supplied with the product; and
Accompanied by proof of purchase.

Products that have been damaged, altered or excessively used after delivery may not qualify for a change-of-mind return, subject to applicable consumer law.

4. Cosmetic Contact Lenses

For Cosmetic Lenses, returns for change of mind will only be accepted where the product is:

Unopened;
Unused;
Sealed in its original packaging; and
In its original condition.

For hygiene and safety reasons, opened, used or unsealed contact lenses cannot be returned or exchanged for change of mind, where permitted by applicable law.

If you receive a cosmetic lens product that is damaged, defective or incorrectly supplied, please contact us so that we can assess the issue and arrange the appropriate remedy.

5. Prescription Eyewear

Prescription eyewear is made according to the customer's selected frame, prescription and specifications.

Prescription eyewear cannot be returned or exchanged for a change of mind or incorrect prescription details supplied by the customer.

Returns or refunds for prescription eyewear will only be accepted where:

The prescription eyewear arrives damaged; or
The prescription eyewear was incorrectly supplied by Vision Optic S.A.

If you receive damaged or incorrectly supplied prescription eyewear, please contact us with your order number and photographs of the product so that we can assess the issue and arrange the appropriate remedy.

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

6. Prescription Lenses

Prescription lenses are made according to the prescription and specifications provided for the order.

Prescription lenses cannot be returned or exchanged due to a change of mind or incorrect prescription details supplied by the customer.

Returns or refunds will only be accepted where the prescription lenses are:

Damaged; or
Incorrectly supplied by Vision Optic S.A.

If there is an issue with your prescription lenses, please contact us with your order number and relevant details so that we can investigate the matter.

7. Exchanges

If you believe you have received an incorrect or damaged product, please contact us before sending the product back.

Change-of-mind exchanges are subject to the return conditions applicable to the particular product.

Prescription eyewear and prescription lenses are not eligible for change-of-mind exchanges.

8. Sale Items

Sale and promotional products are subject to the same applicable return and consumer-law requirements as other products.

A product being on sale does not remove any mandatory consumer rights.

9. How to Request a Return

To request a return, refund or replacement, please contact Vision Optic S.A. and provide:

Your order number;
Your name and contact details;
The product you wish to return;
The reason for the return; and
Photographs where the product is damaged or incorrectly supplied.

Please do not send products back before receiving return instructions from us.

10. Return Shipping

For a qualifying change-of-mind return under applicable online cooling-off provisions, the direct cost of returning the product is the customer's responsibility.

Where a return is required because Vision Optic S.A. supplied an incorrect or damaged product, the applicable return costs will be handled in accordance with applicable consumer law.

11. Refunds

Once a returned product has been received and assessed, we will process the applicable refund.

Where possible, refunds will be made using the same payment method used for the original purchase.

The time for a refund to reflect in your account may depend on your bank or payment provider.

12. Products Damaged After Delivery

Vision Optic S.A. is not responsible for damage caused by:

Misuse;
Accidental damage;
Improper care;
Unauthorised modifications; or
Normal wear and tear,

except where applicable consumer law provides otherwise.

13. Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude or limit any mandatory rights you may have under applicable South African law, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.

Where this policy conflicts with a mandatory consumer right, the applicable law will take precedence.