Returns, Refunds & Exchange Policy
At Low Cost Glasses (operated by Specs Hub, Islamabad, Pakistan) we guarantee the quality of our eyewear. If you are not completely happy with your purchase, we want to make it right. Please read the conditions below before returning anything, and contact us first at help@lowcostglasses.ca or +92-345-2084738 with your order number and the subject “Returns Query”. We assess every return individually.
1. Prescription and custom lenses
Prescription and custom lenses are made specifically to the details you provide, so unless they are faulty or damaged we cannot accept returns for change of mind. Please enter your prescription carefully and use our virtual try-on tool before ordering.
2. Wrong prescription
- Our error: if your lenses do not match the prescription you entered, we will remake them free of charge or give you a full refund (including delivery).
- Customer error: if the prescription you entered was incorrect, we can remake the lenses at a discounted lens price, or refund the frame cost only (lens and delivery costs are not refundable).
- Please tell us about any prescription issue within 14 days of delivery. We may ask you to have the glasses checked by an optician.
3. Damage in transit or faulty items
If your glasses arrive damaged or faulty, tell us within 7 days of delivery with photos of the item and packaging. We will send a free replacement or give you a full refund including delivery. Our 30-day product guarantee also gives you a one-time replacement for clear defects in material or workmanship within 30 days of dispatch. The guarantee does not cover accidental damage, negligence, improper care, fit or change of mind.
4. Frame exchange
Frames without prescription lenses (and non-prescription sunglasses) in unused, original condition and packaging can be exchanged for a different frame or size within 14 days of delivery. You pay any price difference and the return postage; we cover delivery of the replacement. If prescription lenses have already been fitted, a frame exchange requires new lenses, which are charged at our lens price unless the frame was faulty.
5. How to return an item
- Contact us at help@lowcostglasses.ca or +92-345-2084738 with your order number to get return approval and the return address.
- Pack the item securely in its original case and packaging, with your order number clearly marked.
- Send it within 14 days of our approval. Please use a tracked service and keep proof of postage, as we cannot be responsible for returns lost in the post.
Return postage for faulty, damaged or wrongly made items is refunded by us. For change-of-mind exchanges, return postage is paid by the customer.
6. Refunds and turnaround time
- We inspect returned items within 3 working days of receiving them and confirm the outcome by email.
- Approved refunds are processed to your original payment method within 7 working days of approval. Depending on your bank or card issuer, it may take a further 5–10 working days for the money to appear in your account.
- Refunds are made in the currency you paid in (CAD). Where a refund is partial (for example lens or delivery costs deducted as described above), we will tell you the amount before processing.
7. Cancellations
Please see our Shipping, Delivery & Cancellation policy for cancelling an order before delivery.
8. Contact
Specs Hub (trading as Low Cost Glasses)
Address: Office No. 102, First Floor, Malik Square, E Block, Sector B-17, Islamabad, Pakistan
Email: help@lowcostglasses.ca
Phone / WhatsApp: +92-345-2084738