Refund & Cancellation Policy
Last updated
This policy explains how to cancel an order, return an item and get your money back when you buy from Optirama Optics through this website. It sits alongside our Terms of Sale and does not limit any right Egyptian consumer protection law gives you, in particular under Law 181 of 2018.
Your 14-day right to cancel#
You may cancel an order for any reason within 14 days of receiving it, in line with Law 181 of 2018. You do not need to give a reason. After that 14-day period has passed, we no longer accept returns or exchanges except where the goods are faulty or covered by our warranty.
Made-to-order items#
Two categories are excluded from the change-of-mind right, because they are made to your individual specification and cannot be resold. This exclusion is permitted under Law 181 of 2018 and does not apply where the goods are faulty, differ from what you ordered, or do not match the configuration saved with your order:
- Custom frames built in the configurator, once production has started — normally 24 hours after your order is confirmed. Cancel within that window and you receive a full refund.
- Prescription lenses cut to your measurements, for hygiene and made-to-measure reasons.
Condition of returned items#
- Goods must be returned unworn and undamaged, in their original packaging and with all accessories.
- Every returned item is inspected on arrival. If it is not in the same condition as when we delivered it — worn, scratched, altered, or missing parts — we may refuse the return or reduce the refund to reflect the loss in value, and we will explain which applies before doing so.
How refunds are paid#
- We refund the price of the goods, plus any delivery charge you originally paid. The cost of shipping the item back to us is yours — even when delivery to you was free — unless the item was faulty or not as described, in which case we cover it.
- Refunds are issued to the original payment method — we cannot refund a card payment in cash, as required by Visa and Mastercard scheme rules.
- We process refunds within 14 days of receiving the returned goods. Your bank may take a further few working days to show the amount.
- If we decline an order after you have paid, or delivery is materially later than the estimate given at checkout and you cancel, we refund you in full.
Exchanges, repairs and faulty goods#
Exchanges and repairs follow the same route. Once we have received the item back and completed our inspection, we deliver the exchanged or repaired item to you within 14 days.
If goods are faulty, you are entitled to a repair, replacement or refund. This is in addition to the 14-day cancellation right above, and is not limited by it. Frames and lens coatings carry a 12-month warranty — see the warranty section of our Terms of Sale.
How to cancel or start a return#
Use your account page, or contact us with your order reference:
- info@optiramaoptics.com
- Phone
- +20 2 2403 3740
- Support hours
- Every day, 9:00 AM – 10:00 PM (Cairo time)
- Returns address
- 49 Abbas El-Akkad St., Al Manteqah Al Oula, Nasr City, Cairo, Egypt