Complaints Policy
At Low Cost Glasses we want every customer to be happy with their glasses and our service. If something has gone wrong, please tell us so we can put it right. This policy explains how to make a complaint to Specs Hub and how we handle it.
How to make a complaint
- Email: help@lowcostglasses.ca (please use the subject line “Complaint” and include your order number)
- Phone / WhatsApp: +92-345-2084738 (Monday to Saturday, 10:00 AM – 6:00 PM PKT)
- Post: Specs Hub, Office No. 102, First Floor, Malik Square, E Block, Sector B-17, Islamabad, Pakistan
Please give us your name, order number, a description of the problem and, where relevant, photos of the product, packaging or prescription, and tell us what outcome you would like.
What happens next
- Acknowledgement: we will acknowledge your complaint within 2 working days.
- Investigation: we will review your order, the product and any information you provide. We may ask you for more details or to return the item.
- Resolution: we aim to resolve every complaint within 7 working days of receiving it. Complex cases (for example, where an item has to be returned and inspected by our lab) may take up to 14 working days; if so, we will keep you updated.
- Outcome: we will confirm our decision by email. Where a refund is agreed, it is processed in line with our Returns, Refunds & Exchange policy.
If you are not satisfied
If you are unhappy with our response, reply to our email asking for the complaint to be escalated. It will be reviewed by the business owner and you will receive a final response within a further 7 working days. This does not affect any rights you have under applicable consumer law.