Refunds and Cancellations

EASY EXCHANGE/REFUND POLICY

We are committed to providing you high quality products / services. 

1. Products - Contact lenses
2. Services - Eye Consultations / Eye Procedures

 
In a rare event, if you aren't fully satisfied with the contact lenses received and find it is not 'As described' on our website, you can request an Exchange or Refund within 14 days of receiving the order for the contact lenses.

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.
• Accessories (Lens cleaner, contact lens case, contact lens solution & others): Refund/ exchange is not allowed on accessories.
• No refunds are allowed on consulations and procedures. However, the amount paid would be utilitzed for future consultations / procedures.  The amount would be valid for one year after the payment.

How to return?

• Contact us by phone, email or whatsapp
• Bring your product with all its accessories. These can also be couriered to us.
• Eye Solutions will inspect the product. 
• If product is found to be in a new condition, you would be refunded the entire amount for contact lenses.
• In case you are interested in an exchange then it may take 3-5 days for the new order to be sent to your home.

Exchange & Refund Options:
Exchange Options:
You can do the following types of exchange:

• Same lens package -Get a fresh box of a contact lens with the new eye power.
• Same type of lens but with a different colour for coloured contact lenses

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:

Store Credit

• Instantly credited in your account after inspection of the contact lens boxes
• Use against any product
• Use online & in stores
• Lifetime validity

Refund to source
All refunds will be done via bank transfer. Amount will take 1-5 working days to be credited to your bank account.
Note :
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

CANCELLATION POLICY

1. You can cancel the contact lens order.
2. The contact lens order must be cancelled within one day of booking the order.
3. If the lenses have not left our facility or our warehouse then you will receive a 100% refund.
4. If the contact lenses have left our facility or reached you then you will get a refund only upon receiving the contact lenses back in " like new" condition.
5. Once we receive the contact lenses and our team has checked the contact lens unopened boxes then a 100% refund will be initiated.

Frequently Asked Questions

1. What is Eye Solutions Credit?

Eye Solutions credit is an amount issued to customers in lieu of the orders returned to Eye Solutions, mainly eye consultation appointments or eye procedures. You may have missed the appointment or cancelled the appointment. This amount can be used to book another consultation or procedure.

2. Where will I get the option for exchange or replacement of my order?

All you have to do is contact us by phone, email or whatsapp.  You can send drop of your lenses or even courier them.

3. Will I be able to get a refund for my order before the product reaches Eye Solutions?

No, the refund can only be issued once we receive the order in our warehouse.

4. If I return the product at Eye Solutions, 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 0-5 days

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

No. All refunds will be done by bank transfer after we get your bank details. Refunds will take 1-5 working days.

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 get in touch with us by writing to [email protected]

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. The new order will take 3-7 working days to reach you.