REFUND & RETURN POLICY

1. Purpose

We want customers to receive the correct product in good condition. This Refund & Return Policy explains when an order may be cancelled, returned, exchanged or refunded. It applies to purchases made through https://eyecare.eyesight.lk/ unless a product page, quotation, institutional agreement or written warranty states a more specific condition.

2. Standard Return Requests

For eligible standard products, you may request a return within 7 calendar days after delivery. To be eligible, the product must be unused, unworn, unaltered, undamaged, complete with accessories/manuals, and in its original saleable packaging with labels or seals intact where applicable.

A return request is not automatically approved. We may ask for photographs, the order number, invoice, reason for return, and inspection of the item before confirming eligibility.

3. Products Generally Not Eligible for Change-of-Mind Returns

Unless the item is defective, incorrectly supplied, or another remedy is required by law, the following are generally not eligible for change-of-mind return once prepared, fitted, programmed, opened or used:

• Prescription lenses, custom-made lenses, made-to-measure eyewear or other personalised products produced to a customer’s prescription or specifications.
• Hearing aids that have been professionally programmed, fitted, customised or used, unless Eye Care has expressly offered a written trial/return arrangement for that specific purchase.
• Ear moulds, tips, domes, in-ear accessories or other hygiene-sensitive products once opened or used.
• Sealed medical/ophthalmic products where the seal has been broken and resale would create a hygiene, safety or regulatory concern.
• Products that have been damaged after delivery through misuse, accident, unauthorised repair, improper storage, or use contrary to product instructions.
• Gift cards, vouchers or special-order products obtained specifically for a customer, unless otherwise stated.

4. Damaged, Defective or Incorrect Products

If an item arrives damaged, appears defective, or is materially different from the product ordered, please contact us as soon as reasonably possible and provide the order number plus photographs/video where practical.

Depending on the circumstances and applicable warranty/consumer rights, we may arrange inspection, repair, replacement, exchange or refund. For hearing aids, ophthalmic equipment and other technical products, an assessment may be required to confirm whether the issue is a manufacturing fault, fitting/programming issue, consumable/battery issue, accidental damage or misuse.

5. Prescription or Fitting Concerns

If a prescription lens, hearing aid or other fitted/customised product does not perform as expected, please contact Eye Care promptly. A professional reassessment may be required before any remedy is determined. Where Eye Care made an error in preparing or supplying the item, we will work with the customer to correct the issue through an appropriate remedy.

Where the product was made using a prescription, measurement or specification supplied by the customer or an external provider, eligibility for remake/refund may depend on verification of that information and the applicable product/warranty terms.

6. Exchanges

Eligible unused standard items may be exchanged within the same 7-day request period, subject to stock availability. Any price difference must be paid by the customer or refunded as applicable. Customised, fitted and hygiene-sensitive exclusions described above continue to apply.

7. Order Cancellations Before Dispatch or Customisation

If you need to cancel an order, contact us immediately. We will try to stop fulfilment where possible. If the order has already been dispatched, customised, prescription-made, programmed, fitted or specially ordered, cancellation may no longer be possible or may be subject to the return restrictions in this policy.

If Eye Care cancels an order because an item is unavailable or cannot be supplied, any amount paid for the cancelled item/order will be refunded using an appropriate method.

8. How to Request a Return or Refund

1. Contact Eye Care using the customer-service telephone 011 2585 352 / 077 7882 842.
2. Provide the order number/invoice, customer name, contact number, item, reason for the request, and photographs/video where relevant.
3. Wait for return instructions before sending the item. Products sent without prior coordination may be delayed in assessment.
4. Pack the item securely with all accessories, warranty documents and original packaging where applicable.

9. Return Shipping

Where the return is caused by our error, such as an incorrect item supplied or a confirmed defect covered by the applicable remedy, Eye Care will determine an appropriate return/collection method. For an approved change-of-mind return, the customer may be responsible for return transport/courier cost. 

10. Inspection and Refund Approval

Returned items will be inspected before a refund or exchange is approved. If an item does not meet the stated return conditions, we may decline the change-of-mind return and make the item available to the customer, subject to applicable consumer rights.

11. Refund Method and Timing

Approved refunds will normally be made to the original payment method where technically available. For eligible card payments processed through PayHere, a refund may be initiated through PayHere. PayHere states that delayed card refunds may take approximately 5–10 days, and in some circumstances longer, to appear on the customer’s card after processing.

Some non-card payment methods cannot be technically refunded through PayHere. Where necessary, we may request appropriate bank-account details and process an approved refund manually. Bank/payment-provider processing times are outside Eye Care’s direct control.

Unless the return is due to our error or applicable law requires otherwise, original delivery charges and change-of-mind return shipping charges may be non-refundable. 

12. Partial Refunds

PayHere’s merchant refund function supports full refunds for supported card transactions rather than partial refunds. Where an approved outcome requires a partial refund, Eye Care may need to arrange it manually by another appropriate method.

13. Warranty Claims

A warranty claim is not necessarily the same as a change-of-mind return. Manufacturer/distributor warranty conditions may require diagnosis or repair before replacement or refund. Please retain the invoice and warranty documentation and contact Eye Care for the procedure applicable to the specific product.

14. Contact Us

Eye Care Optometry Clinic
P51, Alvitigala Mawatha, Narahenpita, Colombo 05, Sri Lanka
Tel: 011 2585 352 / 077 7882 842