Exchange & Refund Policy

Exchange Window

You can request an exchange after receiving your order at any time under our Lifetime Return Policy; there is no fixed 7, 14 or 30-day request deadline, provided the product meets the eligibility conditions below.

Eligibility Conditions

• Product must be unused, unwashed and undamaged.
• All tags, labels and original packaging must be intact.
• Original case, pouch and cleaning cloth must be included.
• Order number / invoice is required.
• For damaged or defective products, an unboxing video may be required to confirm the issue.
• Normal wear and tear, scratches from use, or damage from unauthorized repairs aren't covered.

Reasons We Accept Exchanges

• Wrong size received
• Wrong item delivered
• Damaged or defective product
• You didn't like the design / product is not satisfactory

Shipping Charges

• If we sent a wrong or defective item → Free Return / Free Exchange.
• If the customer doesn't like the product or ordered the wrong size → return shipping charges apply.
• Your COD fee is refunded. Any applicable tax for orders outside Karachi is shown at checkout; refund treatment of tax follows the applicable payment and tax rules.
• Sentiments Delivery charges are non-refundable.

Important Notes

• Items purchased during sales, discounts or promotions remain eligible for exchange, under the same conditions as regular-priced items.
• Customized, personalized and prescription products are also covered by the same Lifetime Return Policy and product-condition requirements as every other AEEN product.

Processing Time

After the returned item is received and passes inspection, the exchange process takes 3 to 7 business days.

Refund Eligibility

Refund requests can be made after receiving your order at any time under our Lifetime Return Policy; there is no fixed return-request deadline, provided the product meets our return eligibility requirements.

Eligibility Conditions

• Product must be unused, unwashed and undamaged.
• All tags, labels and original packaging must be intact.
• Original case, pouch and cleaning cloth must be included.
• Order number / invoice is required.
• For damaged or defective product claims, an unboxing video may be required.
• Normal wear and tear, scratches from use, or damage from unauthorized repairs aren't covered.

Reasons We Accept Refunds

• Wrong item delivered
• Damaged or defective product
• Product is not satisfactory
• You didn't like the design

Refund Options

Once the returned product is received and inspected, you may select:

• Store Credit – Full product value for a future purchase.
• Bank Refund – Refund will be processed through the applicable payment method.

Shipping Charges

• For a wrong or defective item, return shipping is free.
• If the customer doesn't like the product or ordered the wrong size, return shipping charges apply.
• Your COD fee is refunded. Any applicable tax for orders outside Karachi is shown at checkout; refund treatment of tax follows the applicable payment and tax rules.
• Sentiments Delivery charges are non-refundable.

Important Notes

• Items purchased during sales, discounts or promotions remain eligible for refund, under the same conditions as regular-priced items.
• Customized, personalized and prescription products are also covered by the same Lifetime Return Policy and product-condition requirements as every other AEEN product.

Processing Time

After the returned item is received and passes inspection, the refund process takes 3 to 7 business days.

Prescription Orders Are Covered

Prescription lenses are customized for you, but prescription orders are still covered by AEEN's Lifetime Return Policy. The same product-condition requirements apply, and our team will guide you through the safest return, refund or exchange process for your specific frame and lenses.

Your Options

Because every AEEN product is covered, you can request a return, refund or exchange for a prescription order under the same Lifetime Return Policy. Depending on your frame and lens condition, our team may also offer these practical options:

• Return / exchange support – our team can guide you on returning the complete prescription order or arranging an exchange under the policy.
• Lens transfer – if you'd rather have your existing lenses fitted into a different AEEN design, we may be able to do this for you, provided your current lens is the same size as or larger than the new frame's lens opening (a lens can be trimmed down to fit a smaller frame, but not enlarged for a bigger one).

Kindly contact our support team with the following details:

Our support team will guide you step-by-step through the process.

AEEN's physical outlets haven't launched yet — they're on the way! Once they open, you'll be able to bring eligible items back to any AEEN outlet directly. Until then, please process all exchanges and refunds online using the Exchange & Refund Form below.

To Request an Exchange

• Fill out the Exchange & Refund Form below with your order number and issue.
• Our team confirms eligibility and arranges pickup or drop-off of the original item.
• Once received and inspected, your replacement is dispatched — the full process takes 3 to 7 business days.

To Request a Return / Refund

• Fill out the same Exchange & Refund Form, letting us know you'd like a return instead of an exchange.
• Our team confirms eligibility and arranges pickup or drop-off of the item.
• Once received and inspected, choose Store Credit or a Bank Refund — the full process takes 3 to 7 business days.