Return Window
Customers may request a return or exchange within 14 days of receiving their order, unless the product falls under the exceptions listed below.
Conditions for Accepting Returns
- The product must be in its original, unused condition, with all accessories and original packaging.
- A purchase invoice or order number must be provided.
- The product must not fall under the exceptions in the next section.
Items Not Eligible for Return
- Contact lenses (prescription or colored) once the package has been opened, for health and hygiene reasons.
- Prescription eyeglasses custom-made to the customer's specific prescription and measurements, unless there is a manufacturing error on Farza's part.
- Products showing signs of use or damage caused by misuse.
Exchange Due to Prescription or Fitting Error
If the prescription or measurement error was caused by a manufacturing mistake on Farza's part, the product will be replaced free of charge. If the error originated from prescription details entered by the customer, our customer service team will review the case to determine whether remanufacturing is possible, potentially with an additional fee.
Warranty
Farza provides a 2-year warranty against manufacturing defects on original eyeglass and sunglass frames purchased through the website or branches.
How to Request a Return/Exchange
- Contact customer service via WhatsApp or the phone number listed in the website footer, providing your order number.
- Or visit the nearest Farza branch with the product and purchase invoice.
- Our team will review the request and respond within 2-3 business days.
Refunds
Once a return is approved, the amount will be refunded to the original payment method used in the order within 7-14 business days, depending on the payment provider's policy (Mada, Tap, or Tabby).
