1. Hygiene & Safety Standards for Contact Lenses
Contact lenses and optical solutions are regulated medical devices that come into direct contact with the eyes. To protect the health and safety of every customer:
- Eligible Returns: Items must be completely unopened, undamaged, in original manufacturer packaging with factory tamper-evident seals intact.
- Non-Returnable Items: Any box that has been opened, unsealed, marked, damaged, or any blister pack that has been separated, punctured, or exposed cannot be returned or exchanged under any circumstances.
2. 7-Day Return & Exchange Window
In accordance with Qatar Consumer Protection regulations, you may request a return or exchange for eligible, unopened items within seven (7) calendar days from the date of delivery.
3. Defective or Damaged Products
If you receive an item that appears defective from the manufacturer or was damaged during transit:
- Please notify our customer care team within 48 hours of delivery via WhatsApp (+974 6633 7371) or email (care@eyenova.qa).
- Provide your order number, clear photographs of the defect/damage, and the lot/batch number printed on the box.
- Upon quick verification, we will arrange a complimentary courier pickup in Doha and provide an immediate replacement or full refund.
4. Return Collection & Inspection
Once your return request is approved, our local courier partner will coordinate pickup from your address in Doha. Upon arrival at our facility, our quality control team will inspect the products to verify seals, packaging integrity, and batch authenticity.
5. Refund Processing & Timelines
Following successful inspection:
- Card Payments: Refunds are credited directly back to the original debit/credit card. Bank processing times typically take between 5 to 10 business days depending on your issuing bank in Qatar.
- Cash on Delivery (COD): Refunds are issued via direct local bank transfer or instant store credit according to customer preference.