We want you to be completely satisfied with your purchase. Please read our policy carefully.
1. Returns Eligibility
We accept returns on products that meet all of the following conditions:
The return is requested within 7 days of the delivery date.
The item is unused, unworn, and in its original condition.
The item is in its original packaging with all accessories and tags intact.
You have proof of purchase (order number or receipt).
2. Non-Returnable Items
The following items cannot be returned or refunded:
Prescription lenses that have been cut, fitted, or dispensed — these are custom-made to your prescription and cannot be resold.
Contact lenses that have been opened or used.
Items that have been worn, damaged, or altered after delivery.
Items returned after the 7-day window has passed.
Sale or clearance items marked as final sale.
3. Defective or Incorrect Items
If you received a defective product or the wrong item, please contact us within 48 hours of delivery. We will arrange a replacement or full refund at no additional cost to you, including covering return shipping where applicable.
Please do not attempt to repair or alter a defective item before contacting us, as this may void your right to a return.
4. How to Initiate a Return
Contact us by calling your nearest branch or visiting any Dashen Opticians location in person.
Provide your order number and a brief description of the reason for the return.
Our team will confirm whether your item is eligible and provide return instructions.
Return the item to the branch in its original packaging. In-store drop-off is preferred; we do not currently offer scheduled pick-up for online returns.
5. Refund Process
Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund within 2 business days.
Approved refunds will be processed to the original payment method:
Card payments: 5–7 business days (depending on your bank).
Mobile Money (MTN, Telecel, AT): 1–3 business days.
Cash (in-store): Immediately upon approval.
Delivery fees are non-refundable unless the return is due to our error (wrong or defective item).
6. Exchanges
We offer exchanges for the same product in a different size or colour, subject to availability. If you would like to exchange for a different product, the original item will be refunded and you will need to place a new order.
7. Warranty Claims
Frames and lenses covered by a manufacturer warranty may be repaired or replaced within the warranty period if they develop a manufacturing defect under normal use. Warranty does not cover accidental damage, scratches from misuse, or normal wear and tear.
To make a warranty claim, visit any branch with the product and your proof of purchase.
8. Contact Us
If you have any questions about a return or refund, please don't hesitate to reach out: