Returns & Refunds

The 14-Day Window

You have 14 days from the delivery date to request a return or exchange. After 14 days we can no longer accept returns except for valid manufacturing defects covered by our warranty (see below).

What You Can Return

Eyeglasses and sunglasses with stock (non-prescription) lenses, in their original condition with the case, cleaning cloth, and any included accessories. Unopened contact lens boxes. Unopened lens care solutions. Accessories in their original packaging. Items that arrive damaged or with the wrong specifications are always eligible — see "Damaged or Wrong Items" below.

What's Not Returnable

Some items can't be returned once they leave us — these are made for you specifically or can't be safely resold:

• Custom prescription lenses

  Lenses cut to your prescription are made-to-order and non-returnable, unless there's a manufacturing defect or the lenses don't match the prescription you submitted. In those cases we'll remake them at no cost.

• Opened contact lenses

  Once a contact lens box is opened, it can't be returned for hygiene and safety reasons. Unopened, undamaged boxes within the 14-day window are returnable.

• Frames damaged after delivery

  Eyeglasses or sunglasses that have been scratched, bent, broken, or otherwise damaged in customer care can't be returned. If the damage was there on arrival, contact us within 3 days and we'll handle it.

• Opened lens care solutions

  For hygiene reasons, any solution or eye care product that's been opened or had its seal broken is non-returnable.

Refunds

Approved refunds are issued to your original payment method within 14 days of us receiving and inspecting the returned item. For Cash on Delivery orders, we'll coordinate a bank transfer or wallet refund to a method you choose. You'll get an email and WhatsApp confirmation when the refund is processed.

Exchanges

Exchanges follow the same 14-day window and the same eligibility rules above. You can swap for a different size, color, or frame entirely; if there's a price difference we'll either charge or refund it. To make things faster, an exchange is processed as a refund on the original item plus a new order on the replacement.

Pickup & Return Shipping

We arrange the pickup. Once your return is approved, our courier will collect the item from the same address we delivered to, free of charge. You don't need to find a drop-off point or pay for return shipping.

Damaged or Wrong Items

If your order arrives damaged, with the wrong product, or with a prescription that doesn't match what you submitted, please contact us within 3 days of delivery with clear photos of the issue. We'll review the photos quickly and arrange a free replacement, remake, or full refund — your choice.

Manufacturing Defect Warranty

Our frames are imported, and while we choose them carefully we don't offer a general wear-and-tear warranty. If a frame fails due to a clear manufacturing defect (a hinge that snaps without impact, a coating that flakes off the lens, etc.) within a reasonable time, contact us with photos and we'll work with you on a replacement or repair on a case-by-case basis.

Home Try-On Returns

Home Try-On has its own free-pickup return process and is not bound by this 14-day policy — see the Home Try-On page for details.

How to Start a Return

WhatsApp or call us on +20 114 288 2620, or email help@qurrah.shop with your order number and a short description of the issue (with photos if anything is damaged). We'll confirm eligibility, schedule a free pickup, and walk you through the rest.