Part A: EASY EXCHANGE/REFUND POLICY- 14 DAYS FOR EYEGLASSES & 7 DAYS FOR SUNGLASSES

• 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-Up

• 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):

• Same Frame & Same Lens Package – In case you found a scratch on lens, or a peel off on the frame, it would be unfortunate. Get a fresh piece of the same frame & lens package(or coating). There will be no extra charges you will have to bear in this option and the option is the fastest
• Same Frame & Different Lens Package – If you feel, you could have opted for a different lens package, no worries, you can make the amends now. Get a fresh piece of the same frame & upgrade to a different lens package (or coating). Any additional amount for the upgrade will have to be paid by you
• Different Frame & Different Lens Package – Did not like the frame on your face? No issues - choose from a wide range of different frame & different lens packages. The difference in amount, if any, between the new product and old product will have to be paid by you

Refund Options:

1. 1. Return is Filed (Day 1)
2. 2. Product is Picked Up (usually takes 1-2 Days)
3. 3. QC validation by Lenskart (usually takes 2-3 Days)
4. 4. Refund initiation (usually takes 1-2 Days)
5. 5. Credit Complete (1-7 Days depending upon method of return)

Store Credit

• Use it to place a new or a replacement order
• Instantly credited in your account after pick-up
• Can be used to purchase any product online on our website/app or in stores
• Has a Lifetime validity. The amount in store credit will never expire
• 1 Store credit equals Rs. 1
  Conversion of SC to Refund to source at a later stage will not be possible

Refund to source

• You will get a refund back to the original source through which the product was purchased.
• The amount will be credited into your account in:
  • 1-5 business days in case of wallets/debit card
  • 7-10 days in case of credit card payment
• Please note, the amount will be credited only once the product has reached us and Quality validation has been done
• If the amount is paid by a combination of Store Credit & Online Payment, then the respective amount will go into Store credit and original payment method
E.g. If you paid Rs. 100 through Store Credit and Rs. 1500 through Debit Card or any other payment mode, then the amount i.e. Rs. 100 and Rs. 1500 will be refunded in Store Credit and Debit Card respectively

Transfer to Bank (available for Cash transactions only - Cash on Delivery online orders or Store orders)

• For Cash on Delivery orders or Store orders, in case if you wish to get refund for the product, we will require your UPI/Bank details

  Return & Exchange policy of International Brands: We follow the global guidelines for all international brands.

  • 1. No Return, only warranty: 14 days no question ask Return policy will not be applicable on the Branded products
  • 2. Warranty period: Warranty for Branded products will be for 1 year from the date of product delivery only if all accessories like hard case, selvet cloth and warranty card is available with the customer.
  • 3. Exchange under warranty: Customers can only exchange the product in Warranty.
  • 4. Refund under warranty: Refund will not be given in any case except Contact lenses.
  • 5. Warranty approval/rejection: Warranty will be approved/rejected through Need approval flow only once request approval is raised via stores.
  • 6. Warranty Claim Process
    • A. Visit Lenskart Store: To claim warranty, customers need to visit their nearby Lenskart store only with complete product including hard case, selvet cloth and warranty card
    • B. Store team need to Raise Approval Request: Store executive will check the product and will raise a request through Need Approval flow mentioning reasons and availability of all product accessories
    • C. Offline support to review: They will review the product and will approve/reject the warranty accordingly.
    • D. Exchange under warranty: Store team will place exchange order post warranty approval. No refund to be given under warranty except Contact Lenses.
    • E. Dispatch of Exchange Orders: Exchange order under warranty claim will be dispatched once the old “order” would be marked as received in warehouse
  • Note: All the Branded products which are purchased before 31st Jan 23 will be covered under previous Return/warranty policy.
  • Reasons in which Warranty can be claimed

  Frame Reasons	Lens Reasons
  Colour peeling of the frame / Lens	Lens Chip Off
  Alignment issue.	Lens Tint Issue
  Soldiering popped from lug/ hinge.	Scratch on lens
  Lens popping out.	Lens coating peel off
  Logo peeled from frame.	Lens falling out
  Wrong print of model details

  Refund Timelines:

  

  *Terms & Conditions:

  • Refund for a product will only be initiated after the product is received at our warehouse and has passed the requisite quality checks.
  • If you select the option of Store Credit while filing for Return, you will not be able to change it later. The Store Credit cannot be changed to cash refund.

  Part B: CANCELLATION POLICY

  We 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)

  5. In case of return, can I arrange pick up from two different addresses for an order containing two products?

  Yes, you can edit the address or add a different address to both the products while initiating the reverse pickup from My Account.

  6. If I return the product at Lenskart store, then when will I get a refund?

  The refund request will be initiated once you handover the product at the store. Amount will get credited in 0-2 days

  7. Can a customer change the refund method after initiating the return?

  No.

  8. In case I have purchased two products under Buy One Get One Offer, then can I get a refund for one product?

  No, you can only get a replacement. If you face any difficulty, please inform us using “Need Help”/”Contact Us” option on the Website or Apps.

  9. When will exchange order be dispatched?

  The exchange order will be dispatched once the returned product reaches Lenskart and is approved by the team.