Our Store Policy

1. Purchase & Payment

• We accept payments by cash, debit/credit card, QRIS, and bank transfer
• A minimum 50% down payment is required to begin processing all custom lens orders
• The remaining balance must be paid upon pickup or before delivery
• Prescription eyewear orders are custom-made and non-refundable once processing has begun

2. Processing Time

• Single vision lenses: 1–3 business days
• Progressive / photochromic lenses: 5–7 business days
• Timelines may vary depending on your prescription and lens type
• On holiday in Bali? Let our staff know — we'll gladly adjust the process to suit your schedule

3. Shipping & Delivery

• Orders are shipped via Gojek or trusted couriers, with tracking provided
• Free same-day delivery is available in Denpasar, Sanur, Ubud, and Seminyak
• You may also collect your order at the nearest branch — at no extra cost
• In-store pickup is encouraged for adjustment and fitting purposes
• Please ensure accurate contact details. We respect your privacy and do not use your data for promotions

4. Warranty & After-Sales

5. Using Your Own Frame

• We're happy to install lenses into your own frame
• Work is done at your own risk — especially for rimless or vintage frames
• No warranty is provided for breakage during the fitting process
• Our team may advise against use based on frame condition

6. Prescriptions from Other Opticians

• We accept valid prescriptions from other providers or past visits
• Comfort guarantee only applies to the most recent measurements taken in-store
• Free rechecks are available on request

7. Returns & Exchanges

• All sales are final
• Store credit is available for unused frames/sunglasses returned within 3 days
• Custom lenses are excluded
• Store credit is valid for 1 month and subject to team approval
• Prescription lens returns are only accepted for proven manufacturing defects
• Sale items with over 25% discount are final and non-returnable

8. Store Credit Terms

• Valid for 1 month from return date
• Can be used for frame/sunglass of equal or higher value
• Exchanges can be made at any Bali branch with registered name and phone number as digital proof

9. Communications & Transactional Emails

• Every email we send is transactional — it is triggered by your purchase, your account activity, or a request you make, and contains information you need about your order or account.
• These include order confirmations, payment status updates, shipping and delivery notifications, refund notices, and password-reset emails.
• Administrative invitation emails are sent only to staff members we add to help manage our store. They are expected by the recipient, relate directly to operating Bali Top Optical, and are never promotional.
• We do not send marketing, promotional, or newsletter emails. We will never email you for marketing purposes without your explicit, opt-in consent.
• Transactional emails are delivered through Mailjet, a Sinch company, acting as our email service provider.
• To ask about the emails we send, or to report an unexpected message, contact us at cs@balitopoptical.co.

10. Privacy & Data Protection

• We collect only the information needed to serve you: your name, contact details, delivery address, prescription information, and payment confirmation.
• We use this data solely to process orders, provide eye-care services, arrange delivery, and send the transactional updates described above. We never sell your data or share it for third-party marketing.
• You may request access to, correction of, or deletion of your personal data at any time by emailing cs@balitopoptical.co.