Refund and Returns Policy

At Gloweyez, your satisfaction is our priority.  We offer a 14-day, no-questions-asked return or exchange policy from the date of delivery /collection from our store.

Please review our unified guidelines for returns and exchanges below:

Eligibility & Timeframe

• Standard Items: You have 14 days from the date of delivery to request a return or exchange.
• Condition: Items must be in original, resaleable condition with the factory seal intact and original packaging included.
• Contact Lenses – Within 14 days from the date of delivery (Lenses should be unworn, with the sealed outer packaging intact)
• Defective Items: If a product is defective or has missing parts, please notify us within 24 hours we will collect and do the replacement.
• Store credit, once taken, cannot be converted to refund
• Exchange, once opted, cannot be converted to refund.

Shipping & Fees

• Shipping Costs: Original shipping fees are non-refundable.
• International Returns: Customers outside of Kuwait are responsible for all return shipping costs to our Kuwait warehouse.
• Exchanges: Customers are responsible for shipping fees associated with sending out the new exchange item.

Policy Exceptions

• Promotions: Items purchased via gift coupons, bundle offers, or during special sales campaigns may not be eligible for return; however, replacements for defects are still honored within the 14-day window.

How to Start a Return

1. Contact Us: Call or WhatsApp Customer Service at +965 9712 8284
2. Collection: For local orders, we will schedule a pickup via our delivery officer.
3. Processing: Once received and inspected, we initiate the refund within 2-3 days.
4. Refund: A confirmation email will be sent. Funds typically appear in your account within 2–3 weeks, depending on your bank’s policies

Store Credit.

This is an amount issued in lieu of the order returned to us and is credited in your Gloweyez account. You can use this online or at Gloweyez store.

Benefits:

• Use it to place a new/replacement order.
• Amount is instantly credited to your account after product pick-up.
• Can be used to purchase any product online on the app/website or in stores.
• Has 10 years validity- from the date it is credited and cannot be further extended.
• 1 store credit = 1KD

Note: Once issued, the store credit cannot be converted to a refund (to original source) at a later stage.

Terms & Conditions:

• Refund will only be initiated after the product is received at our warehouse & has passed the requisite quality check.
• If you select the option of Store Credit while filing a return request, you will not be able to change it later. The store credit cannot be changed to cash refund.
• Partial refunds will not be provided on products under Buy One Get One offer.

Legal Note: This policy is designed to comply with local consumer protection laws to ensure a fair experience for all our users.