Policy
Return & Refund Policy
Glasses are a fit decision, and a fit decision cannot be made from a photograph. You have 7 days from delivery to tell us a pair is wrong.
1. The window
Return requests must reach us within 7 days of the delivery date. Write to [email protected] with your order number and a line about what is wrong — you do not need to justify a change of mind, but you do need to tell us within the window. Requests made after 7 days cannot be accepted, because by then a frame has usually been worn.
2. 🎥 Damaged, defective, wrong or missing items — record the unboxing
For any parcel that arrives damaged, defective, incorrect or short of an item, a continuous unboxing video is required, and the claim must reach us within 48 hours of delivery. This is the one rule we will not waive, and here is exactly why: without it we cannot tell a courier-crushed hinge from a hinge snapped at home, and we would have to refuse every claim instead of approving nearly all of them.
The video should:
- start before the outer packing tape is cut, showing the sealed parcel and the shipping label;
- run without a cut or a pause until the frame and the case are fully out of the box;
- show the damaged part, the wrong item, or the empty space where an item should have been.
Send it to [email protected] with your order number. Approved claims are replaced free of charge, or refunded in full including the shipping you paid — your choice, not ours.
3. Condition for a change-of-mind return
- Unworn and unused, with no scratches on the lenses and no makeup or skin-oil marks on the pads.
- Original packaging, pouch or case, cleaning cloth and any tags included.
- The outer shipping box kept, if you still have it — it protects the frame on the way back.
- Order number or invoice reference quoted in the request.
A frame that comes back scratched, bent or missing its case cannot be resold, so we cannot refund it in full; we will contact you before making any deduction rather than quietly reducing the amount.
4. What cannot be returned
- Items reported after the 7 days window has closed.
- Damage caused after delivery — sat on, dropped, or cleaned with a solvent.
- Reading glasses returned because the magnification did not suit, when a different strength was ordered than the one listed. We list the strength on every pack; please check it before ordering.
Note on what this policy is not: it is a return window, not a warranty. We do not offer a six-month or manufacturer warranty on these frames, and we will not tell you we do.
5. How the return travels
Once a request is approved we arrange a reverse pickup through our courier partners wherever the PIN code allows it, at no cost to you for damaged, defective or wrong items. For a change-of-mind return where reverse pickup is unavailable, you may courier the parcel back and we will reimburse standard courier charges against a receipt.
6. Refunds
| Return window | 7 days from delivery |
|---|---|
| Damage / wrong item claim | Within 48 hours of delivery, with unboxing video |
| Inspection after we receive the parcel | 1–2 business days |
| Refund processing time | 5–7 business days |
| Restocking fee | None |
Refunds are processed within 5–7 business days of the returned pair passing inspection. A UPI payment is refunded to the UPI ID that paid; a Cash on Delivery order is refunded by bank transfer to an account you confirm in writing, because there is no card or wallet on file to send it back to.
7. Exchanges
We do not offer a direct exchange. If you would like a different item, return the unused piece in its original packaging within the return window for a refund and place a fresh order.
8. Reaching us
[email protected] · +91 96196 44044 · Customer service: 10:30 AM – 9:00 PM IST, daily Returns are received at Shop no. 10, Ground, Shringarpure House, New House, Ram Maruti Rd, Naupada, Thane West, Thane, Maharashtra 400602, India