Refund policy

Our Promise to You

Effective Date: 01-01-2026

At JESME, your satisfaction is our priority. We want you to love your eyewear. If something isn’t right, we offer a 14 days return or exchange policy, along with a 1 year warranty against manufacturing defects.

Return & Exchange Terms:

You may return or exchange your order within 14 days from the date of delivery, provided the following conditions are met(This service is only available in Saudi Arabia for now, soon we will enable this for rest of Gulf Countries:

The product must be unused and in its original condition.
Original packaging, invoice, tags, and accessories must be included.
For contact lenses, the boxes must be sealed and unopened.
For prescription lenses, returns or refunds do not cover the value of custom-made lenses, as they are made specifically according to your prescription.
Any damage, scratches, or signs of use may void eligibility for return.
JESME reserves the right to reject returns that do not meet these criteria.

How to Return or Exchange:

For Online Orders:

Log into your www.jes-me.com account or contact our Customer Service team.
Provide your order number and reason for the return/exchange.
Our team will arrange pickup from your address within Saudi Arabia.
Once we receive and inspect the item, we will process your request within 2-5 business days.

Refund Options:

Once approved, you may choose between:

Exchange for another product of equal or higher value (paying the difference if applicable).
Refund to your original payment method, within 5-10 business days (depending on your bank).
Store credit (valid for one year) for a faster future purchase.

Shipping fees are non-refundable.

Prescription Eyewear Policy:

Prescription lenses are custom-made medical devices, therefore non-returnable and non-refundable once processed.
If there is a manufacturing or fitting error in lenses provided by JESME, we will replace them at no additional cost.
If your prescription changes within 30 days, please contact us — we’ll be happy to assist with a suitable solution.

Warranty Coverage

All JESME eyewear is covered by a 1 year warranty against manufacturing defects, which includes:

Frame breakage due to manufacturing fault
Lens coating or material defects

This warranty does not cover:

Damage caused by misuse, accidents, or improper handling
Scratches or normal wear and tear
Loss or theft

Exceptions:

The following items cannot be returned or exchanged:

Custom prescription lenses
Opened contact lens boxes or solutions
Final sale or clearance items
Loyalty program rewards

Processing Time:

After your return is received and inspected:

Approval confirmation will be sent via email or SMS.
Refunds or exchanges will be processed within 5-10 working days.

Need Help?

For any inquiries contact our Customer Care team at:

JESME (operated by Jamal Al-Oyoun Glasses Establishment)

Email: customercare@jes-me.com
WhatsApp: +966555851260

Saturday – Thursday
10:00 AM – 6:00 PM (AST)