Refund policy

Returns, Exchanges & Refunds Policy

Last updated: October 25, 2026

At PAIRKIND, we want you to be happy with what you purchase from us.

This policy explains when a product can be returned, exchanged, or refunded.

Please read it before placing your order, particularly because the products currently available on pairkind.shop are part of the final clearance of remaining Gul Optical Shop inventory.

1. Our Current Clearance Sale

The products currently listed on pairkind.shop are remaining Gul Optical Shop inventory being sold as part of a final clearance while we transition into PAIRKIND.

These are limited-stock products.

Once a frame is sold, we do not expect to receive another shipment of the same clearance inventory.

Because of this, clearance purchases are subject to the specific return and exchange conditions stated on the product page and at checkout.

2. Return Eligibility

Unless a product is specifically marked as Final Sale / Non-Returnable, you may request a return within [X days] of receiving your order.

To be eligible for a return, the item must generally:

Be unused
Be in its original condition
Not show signs of wear, damage, or alteration
Include its original packaging and accessories, where applicable
Be accompanied by proof of purchase

We may refuse a return if the product has been damaged, altered, heavily used, or otherwise returned in a condition that prevents it from being resold.

3. Clearance Products

Because the current collection is a final clearance sale, we need to distinguish between ordinary clearance products and products that have a genuine defect or arrived damaged.

For products explicitly marked Final Sale, we do not accept returns simply because you have changed your mind, selected the wrong style, or no longer want the product.

However, this does not remove any rights or remedies that may apply where a product is genuinely defective, damaged before delivery, or otherwise does not conform to what was agreed.

If you believe there is a genuine problem with your purchase, please contact us so we can review it.

4. Prescription & Customized Lenses

Prescription lenses are different from ordinary eyewear products because they are customized specifically for you and your prescription.

Once we begin preparing or cutting prescription lenses for your order, those lenses are made specifically for your requirements and generally cannot be resold or used for another customer's prescription.

For this reason:

Customized prescription lenses are non-returnable and non-refundable once lens customization has begun, except where the issue is caused by an error or defect that is our responsibility.

This means that a customer cannot request a refund simply because they have changed their mind, no longer want the glasses, or decide that they would prefer a different lens after customization has begun.

We strongly recommend confirming your frame choice and prescription details before customization begins.

If you are unsure about your frame, prescription, lens type, or other customization option, please contact us before placing the order.

5. Upfront Payment for Customized Prescription Lenses

Because prescription lenses are customized specifically for each customer, we require an upfront payment of PKR 1,000 before we begin the customization process.

This payment confirms that you want us to proceed with preparing your customized prescription lenses.

Once the PKR 1,000 payment has been received and customization begins, the amount is non-refundable, except where the customization cannot be completed due to an error or issue that is our responsibility.

The remaining balance of your order may be collected through Cash on Delivery, where COD is available.

For example:

Frame + customized prescription lenses → PKR 1,000 paid upfront → remaining balance collected on delivery.

We will confirm the applicable amount and payment instructions with you before customization begins.

6. Damaged Products

If your order arrives damaged, please contact us as soon as reasonably possible.

To help us investigate the issue, we may ask you to provide:

Your order number
Photographs of the packaging
Photographs of the product
A short video showing the issue, where helpful
A description of what happened

Please keep the original packaging until the issue has been resolved.

If we determine that the product was damaged before or during delivery and the issue is our responsibility, we will work with you on an appropriate resolution.

Depending on the circumstances, this may include a replacement, exchange, repair, or refund.

7. Defective Products

If you believe a product has a manufacturing defect, contact us as soon as possible after discovering the problem.

We will assess the product and determine whether the issue appears to be a genuine defect, normal wear and tear, accidental damage, or another issue.

A product will not normally be considered defective because of:

Accidental damage
Improper use
Scratches or damage caused after delivery
Normal wear and tear
Unauthorized alterations or repairs
Damage caused by chemicals, heat, or improper cleaning
Damage caused by bending, forcing, or mishandling the frame

If a genuine defect is confirmed, we will provide an appropriate resolution.

8. Exchanges

If an eligible product qualifies for an exchange, we may offer an exchange for:

The same product, where available; or
Another available product of comparable value, where we agree to do so.

Because our current collection consists of limited clearance inventory, the exact frame you purchased may no longer be available by the time an exchange is requested.

We cannot guarantee replacement stock for a sold-out clearance frame.

Customized prescription lenses cannot normally be exchanged simply because you have changed your mind after customization has begun.

9. Change of Mind

For eligible non-final-sale products, a return may be considered if you simply change your mind, subject to the conditions and time limit stated in this policy.

However, products marked Final Sale are not returnable merely because you:

Changed your mind
No longer want the product
Prefer another frame
Do not like the style after purchase
Found another product you prefer
Ordered the wrong size without first checking the available measurements

For customized prescription lenses, the change-of-mind provision does not apply once customization has begun.

For this reason, we encourage you to check the product photographs, measurements, description, and available information before purchasing.

If you are unsure whether a frame will suit you, contact us on WhatsApp before ordering and we will do our best to help.

10. Products That Cannot Be Returned

Unless otherwise required by applicable law or expressly stated by us, the following may not be eligible for return:

Products marked Final Sale
Customized prescription lenses once customization has begun
Products that have been altered at the customer's request
Products damaged through misuse or accidental damage
Products showing significant signs of use
Products returned without required packaging or accessories where those items are necessary for the return

Specific product-level restrictions may also be stated on the product page.

11. How to Request a Return or Exchange

Before sending anything back, please contact us.

Send us:

Order number:
Name:
Phone number:
Product:
Reason for return/exchange:
Photographs or videos, where relevant:

You can contact us through:

WhatsApp: [Your WhatsApp Number]

Email: [Your Business Email]

Please do not send a product back without first contacting us and receiving return instructions.

12. Return Shipping

Unless the return is due to a product being defective, damaged before delivery, or another issue that is our responsibility, the customer may be responsible for the cost of returning the product.

Where a return is approved because of an issue that is our responsibility, we will discuss the appropriate return-shipping arrangement with you.

Original delivery charges may not be refundable unless the applicable circumstances require otherwise.

13. Inspection of Returned Products

Once we receive a returned product, we will inspect it to determine whether it meets the conditions of this policy.

A return is not automatically approved simply because the product has been sent back.

If the returned item does not meet the eligibility requirements, we may reject the return and arrange to send the product back to you.

14. Refunds

If your return is approved and a refund is applicable, we will process the refund using the applicable payment method or another reasonable method agreed with you.

The time required for the refund to reach you may depend on:

Your payment method
Your bank or payment provider
Processing times
Any applicable verification requirements

We will communicate with you once the refund has been approved or processed.

The PKR 1,000 upfront customization payment for prescription lenses is non-refundable once customization has begun, except where the issue is caused by an error or defect that is our responsibility.

15. Cash on Delivery Orders

For Cash on Delivery orders, there may not be an original electronic payment to reverse.

If a refund is approved for a Cash on Delivery order, we will contact you to arrange a suitable refund method.

We may require information necessary to process the refund securely.

16. Incorrect or Missing Items

If you receive an item that is different from what you ordered, or if an item is missing from your order, contact us as soon as possible.

Please provide your order number and photographs of the package and items received where possible.

We will investigate the issue and provide an appropriate resolution if the error is confirmed.

17. Refunds for Cancelled Orders

If we cancel an order after receiving payment because the product is unavailable, a pricing error occurred, or another issue prevents us from fulfilling the order, we will arrange the applicable refund.

Where an order has not yet been dispatched, you may also contact us to ask whether cancellation is possible.

However, once we have begun preparing customized prescription lenses, the PKR 1,000 customization payment is non-refundable, except where the issue is our responsibility.

We cannot guarantee that a cancellation can be made once an order has been dispatched.