We're available by mail (firstname.lastname@example.org) and chat every day, 9 a.m.-9 p.m. IST.
Refunds and cancellation policy
This policy is only for customers in India and we won’t be able to provide exchange, returns or refunds to our international customers. We provide a high level of after sales service, which includes a guaranteed Return Policy subject to below mentioned terms and conditions.
At Lensfit.com, returns and exchanges are made easy. We do our best to make returns and exchanges as easy as possible.
We are pretty confident that you'll love our product. No questions asked and hassle-free exchange on all frames and sunglasses*. No exchange is allowed if the lenses are shaped and fitted. However, in case of any error in the power of lenses from that you have entered, you are entitled to a money back return or a 100% credit to your wallet or bank account if complaint is raised within the first 14 days of receiving them.
Order once booked can be cancelled only before the product is fitted in case of prescription lenses or shipped in case of frames or sunglasses. In case of cancellation, the customer will receive a credit of the full billing amount after deducting payment gateway and handling charges.
Cancellation requests will only be accepted by mail. Customers are requested to send a mail to email@example.com with order/transaction number mentioned in the mail subject.
Order placed for spectacles with power lenses and cylindrical power contact lens cannot be cancelled once the fitting is done. Other products such as sunglasses, spherical power contact lenses and any other product which are not ‘Made on Order’ can be cancelled prior to shipment. If the product is shipped and customer wants to cancel the order then product should be returned without any damage.
Product can be returned in six working days (Saturday, Sunday and festivals are excluded). Any products which are made on order such as spectacles with power lenses, cylindrical contact lenses, power sunglasses cannot be cancelled after the order is placed and fitting is done. Other products like sunglasses and spherical power contact lenses can be returned within 6 days under return policy.
In case the product is returned then it should be delivered in its original condition without any damage. Contact lens pack should be sealed and warranty (if any) should be returned along with the product. Packing should be intact in the original product pack. We will inspect the product on receipt and confirm back to customer within 24 hours from the time of receiving product.
Acceptance of returned product in case of delay (more than six working days) will be completely at the discretion of lensfit.com management team.
In the rare case of customer himself shipping back the product, it should not be through speed post. The product should be sent through a standard courier and the docket number should be sent to us after shipment via. mail with docket number and order number on subject.
Refund & Returns Policy
In below mentioned cases customer will get 100% money refund within 4 to 6 working days after product is returned and received by lensfit team.
- Product is different from the specifications mentioned on website at the time of placing an order
- Eye power is different from what was mentioned by customer at the time placing an order (please note that upto 3-5 degrees plus or minus in Axis number is not considered as wrong number, variation of 3-5 degrees is possible when checked on different lensometers).
- Product is damaged in transit before it is delivered to customer.
- Lens material used is different from what was selected by customer at the time of placing an order.
In case of any above mentioned scenario, customer should write a mail to firstname.lastname@example.org with reason for product return, order number and contact details. Our customer service representative will call you within 24hours before initializing refund process. After speaking with the customer we will arrange for product pick up and customer need not to worry about the shipment. If empanelled courier company is not providing services in a particular area then customer will have to courier the product on his/ her own and courier charges will be paid to customer along with the refund. In this scenario customer will have to provide a copy of courier charges receipt.
To initiate a refund kindly write to us at email@example.com, our customer support agents will be glad to assist you with your refund request.
Money will be refunded by depositing the money back in to customer's account from where the transaction was made. In case of COD, money will be refunded via DD or cheque.
Please inform us on the delivered time itself if you receive the product damaged or broken. Unfortunately, if the information reaches us after that, we will not be able to process refund. If you inform us at that time about the product being broken or damaged, we will be more than happy to repair the product for you,(as per the product warranty). Please feel free to email/call or chat with us to inform and send the product back to us. The refund, return or exchange process will be initiated only after we have received the product/s in the condition as mentioned above.
As stated you could get Store Credits which could be used against your next purchase with us. If this is not applicable, you could exchange the purchase product for a different product of the same value or a higher value. No difference will be paid in case the exchange is made for a product of a lower value. The option will be communicated either via an e-mail provided by you to us or through a contact number which you have notified us. The Company is not responsible for any incorrect or mis-leading contact details. You will have a period of 7 (seven) days to confirm your decision to us. In the event we do not receive any communication from you then your opportunity to obtain a Store Credit, return or exchange will lapse.
Apart from these, in the case the original manufacturers/producer/reseller provide any specific warranty, then, those will be applicable subject to Your compliance with the warranty terms mentioned therein. With respect to the warranty offered by the original manufacturer /producer/reseller, the Company would not be responsible or liable for the same. Your claims will have to be raised with the original manufacturer /producer/reseller. If feasible, the Company may provide reasonable assistance in this regard.