Refund policy

Return & Refund Policy

At Deziner Eyecare, we carefully select premium and designer eyewear and take product authenticity, quality and customer satisfaction seriously.

1. All Sales Final — Change of Mind

All sales are final for change-of-mind purchases.

We do not offer discretionary returns, refunds or exchanges for:

Buyer's remorse or a change of preference
Deciding that a frame's colour, shape or style is no longer preferred
Ordering the wrong model, colour or size
Normal wear and tear or damage caused by misuse
Items purchased on sale or promotion

This policy does not limit your rights under applicable consumer protection laws.

2. Damaged, Defective or Incorrect Products

If your eyewear arrives damaged, appears defective or is different from what you ordered, please contact Deziner Eyecare as soon as reasonably possible.

We encourage you to report visible shipping damage within 48 hours of delivery, where practical, to help us investigate promptly.

Please provide, where available:

Your order number
A description of the issue
Clear photographs of the product
Photographs of the packaging if shipping damage is involved

Our team will assess the issue and determine an appropriate resolution, which may include repair, replacement, store credit or a refund, depending on the circumstances and applicable law.

The suggested reporting period does not remove any statutory consumer rights.

3. Supplier Orders and Availability

Some eyewear may need to be ordered directly from our suppliers.

If a product is unavailable at our location, supplier delivery typically takes approximately 2 weeks before dispatch, with carrier delivery time added afterward.

Our team will contact customers to confirm availability and estimated timing.

If we cannot fulfill an order, we will contact the customer to discuss available options, including cancellation and a refund where applicable.

4. Order Cancellations and Statutory Refunds

While we do not accept change-of-mind cancellations as a general store policy, customers retain any cancellation and refund rights provided by applicable law.

Where a refund is legally required, Deziner Eyecare will provide it using an appropriate payment method and within applicable statutory deadlines.

Any required return shipping or return instructions will be handled in accordance with applicable law.

5. Lost or Missing Packages

If an order is delayed, lost or marked as delivered but cannot be located, please contact Deziner Eyecare.

Our team will review tracking information and assist with carrier investigations. Each situation will be assessed individually in accordance with our Shipping Policy and applicable law.

6. Payment Security and Fraud Prevention

Deziner Eyecare reserves the right to review, verify or cancel orders reasonably suspected of fraudulent activity, subject to applicable law.

We may request reasonable information to verify an order before fulfillment.

We investigate payment disputes and may submit relevant transaction, shipping and delivery records to payment processors in accordance with applicable privacy and payment rules.

Nothing in this policy restricts a customer's lawful rights to dispute a transaction, cancel an eligible contract or request a refund.