Part A: EASY EXCHANGE/REFUND POLICY- 14 DAYS FOR EYEGLASSES & 7 DAYS FOR SUNGLASSES
We are committed to providing you high quality products. In a rare event, if you aren't fully satisfied with our product and find it is not 'As described' on our website, or is received in a 'damaged' condition, you can request an Exchange or Refund within 14 days of receiving the order for eyeglasses and within 7 days of receiving the order for sunglasses for Lenskart in-house brands. We allow exchange/refund with the following exceptions:
- Contact Lenses: These would be acceptable only if they are in unworn condition, with the sealed outer packaging intact within 14 days in exceptional cases through customer support centre. Contact Lenses can only be refunded, not exchanged.
- Eyewear: [Eyeglasses, Sunglasses, Reading Glasses] with the following are not accepted for exchange/refund:
- Scratches on frame or lens that were not present at the time of delivery. We do a rigorous 3-step quality check to ensure that the product reaches you in perfect condition.
- Product damaged due to mishandling post delivery [product is de-shaped, with visible intentional damage to the product].
- Eyewear case or other standard packaging is damaged or torn or otherwise not in the same condition as it was received.
- Accessories (Lens cleaner, contact lens case, contact lens solution & others): Refund/ exchange is not allowed on accessories.
- Gold Membership : Once purchased this Membership is non- refundable
- Partial Return in BOGO: Partial returns are entitled for exchange and store credits only if Buy One Get One offer is availed. To avail complete refund, all the products in the order need to be refund requested
How to return?
Vist the nearest store
- Take your product with all its accessories to the selected store
- Lenskart store will inspect the product. You can get your glasses adjusted at the store
- If required you can exchange the product or get a refund as per our policy
Schedule a Pick-Up100% Free Pick-up service: Available in select cities.
We would arrange a pick-up at your location within 2-5 days thereafter.
- Keep the products with all accessories ready for pickup.
- You can choose a product for exchange Or take refund as per policy
- Exchange product will be dispatched/refund will be credited once the returned item reaches us.
Ship Product to Lenskart
- Pack the products and stick the return label on the box. We will email you the label
- Select any courier service & ship the product to Lenskart at the given address. (We will reimburse you upto Rs100 once the product is received)
- You can choose a product for exchange or take a refund as per policy once the returned item reaches us.
Exchange & Refund Options:
Exchange Options (Most Popular):You can do the following types of exchange:
- With the same frame & same lens package -Get a fresh piece of the same frame & lens package ( or coating if added)
- With the same frame but a different lens package- Get a fresh piece of the same frame & upgrade to a different lens package ( or coating) and any additional amount for the upgrade will have to be paid.
- With a different frame & different lens package- Choose from a wide range of different frame & different lens packages & the difference amount from the new product and old product will have to be paid
Refund Options:If you don’t wish to exchange your product, you can choose to receive the refund amount of your product in the following ways:
- Instantly credited in your account after pick-up
- Use against any product
- Use online & in stores
- Lifetime validity
Refund to source
- You will get a refund back to the original source through which the product was purchased e.g. E.g. If you paid through Rs. 100 through Store Credit and Rs. 1500 through debit Card, then the amount i.e. Rs. 100 and Rs. 1500 will be refunded in Store credit and debit card respectively
- The amount will be credited to your account in 1-5 business days in case of wallets/debit card and 7-10 days in case of credit card payment once the product has reached us in its original condition
Transfer to Bank (available for Cash on Delivery online orders or Offline orders only)
- You will be asked to fill your UPI/bank details to get the refund. Once the lenskart receives the product, a link will be shared with you to share your bank/UPI details.
- The amount will be credited to your account in 24 hours
- You must have initiated the exchange/refund process within 14 days from receipt of your product.
- No Cash refund will be provided for Cash On Delivery orders
Part B: CANCELLATION POLICYWe custom make each lens specifically for you - we can't reuse a lens cut for you, for anyone else, should you choose to cancel your order. However, we want you to be able to try us 100% risk-free. Thereafter, if you would like to cancel your order before if has reached you, for any reason you, please choose to contact us at the following:
- Reach out to us via “Contact Us/Need Help” option on the Website or Apps.
- You can also reach out to us on +91-9999899998
Part C: FAQs
Frequently Asked Questions
1. What is Store Credit?Store credit is an amount issued to customers in lieu of the orders returned to Lenskart. This amount can be used to place a new or a replacement order from Lenskart.
2. Where will I get the option for exchange or replacement of my order?In “Your Orders”, Click on “View Order Details, You will get, ’Exchange/Refund’ option as per Lenskart Policy.
3. Will I be able to get a refund for my order before the product reaches the Lenskart warehouse?No, the refund can only be issued once we receive the order in our warehouse.
4. If the order was paid via Cash on Delivery, then what option do I need to select for refund?You need to select from the following two options:
- Store credit
- Transfer to bank (UPI available)