Refund Eligibility
- Eyeglasses/Powered Sunglasses - Within 14 days from the date of delivery / collection from store
- Sunglasses - Within 7 days from the date of delivery / collection from store
- Contact Lens - Within 14 days from the date of delivery (Lenses should be unworn, with the sealed outer packaging intact)
Post the refund eligibility period, only exchange will be provided .
Non-Refundable products
- Non-Lenskart brands (eg: Fossil, Le Petit Lunetier, etc)
- Lens solution, case & accessories
- Gold/Silver membership
- Insurance
Policy exclusions
- In case of products purchased under “Buy One Get One” Offer, refund on singular item is not allowed
- Refund will not be allowed in case there are:
- Scratches on frame/lens (which were not present at the time of delivery)
- Damages due to mishandling post delivery
- Refund not applicable for online COD orders & Cash on Stores orders. Only Exchange is provided for
- For Contact Lenses, the lenses should be unworn, with the sealed outer packaging intact
- Store credit, once taken, cannot be converted to refund
- Exchange, once opted, cannot be converted to refund
Scenarios which are repairable and not refundable
- Alignment issues: these can be rectified instantly at any nearest Lenskart store
- Cleaning requirements
- Fitment issues - adjustment can be done at any nearby store, free of cost
The Return Process
There are many ways through which you can return a product.
Schedule a pick-up
- Raise a return request through the app in the “My Orders” section or click on “Need Help/Contact Us”.
- We provide 100% free pick-up service (few cities may be excluded) from your address within 1-2 days after the request has been raised. Please keep the product(s) ready & hand it over to our allotted pick-up partners.
- The products(s) will then be checked for quality & verified. Wrong/Damaged items & empty returns will not be proceeded.
- Post the quality check, the exchange will automatically be processed or the refund will automatically be initiated within 2-3 days.
Ship product(s) to Lenskart
In case your location is not eligible for reverse pick-up, you can courier the same to us.
- Pack the product(s) in a box.
- We will send you a return label on your registered email. Please get a printout of this label & stick it on the box.
- Ship the product to the address below using any of your preferred courier service:
Address:
Lenskart Warehouse
Sector 74A, Gurugram
Haryana, 122004
Note: We will reimburse up to ₹100 against the courier charges paid for the return once the product is received and on presentation of the actual courier bill. Kindly attach the courier bill in an email and share withsupport@lenskart.com
Visit the nearest store
- Our team will check the product & eligibility, and then accept/reject the return request.
- Post the return, you can exchange it for a new one immediately or request a refund, at any Lenskart store.
Refund
Our refund process has the following steps :
On an average, it takes 10-12 days for the refund to be processed, post initiation.
We offer a wide range of convenient options for you to exchange a product. However, if you still wish to return a product, you can choose to receive the refunded amount for said product. While raising a return request on the app/website or through customer support, we will prompt you to choose the refund method. You can choose any of the options below:
Store Credit
This is an amount issued in lieu of the order returned to us and is credited in your Lenskart account. You can use this online or at any Lenskart store.
Benefits
- Use it to place a new/replacement order.
- Amount is instantly credited to your account after product pick-up.
- Can be used to purchase any product online on the app/website or in stores.
- Has lifetime validity - the store credit amount will never expire.
- 1 store credit = ₹1
Note: Once issued, the store credit cannot be converted to a refund (to original source) at a later stage.
Refund To Source
- You will get a refund back to the original source of payment through which the product was purchased.
- The amount will be credited to your account in:
- 1-5 business days in case of wallets/debit card payment.
- 7-10 days in case of credit card payment.
- Note: The amount will be credited only once the product has reached us and the quality check has been done.
- If the amount is paid using a combination of store credit & online payment, then the respective amount will be added to your store credit & the original payment mode.
E.g. If you paid ₹100 using store credit & ₹1500 through a debit card/other payment mode, then the amount i.e. ₹100 & ₹1500 will be refunded to your store credit & debit card/other payment mode respectively.
Refund (for cash transactions only - Cash on Delivery on online or store orders)
- Only exchange will be provided for orders made through cash on stores and cash on delivery (COD) orders. These orders will not be eligible for refund.
- This is applicable for cancellation as well as returns post delivery
Refund Timelines
| Refund Source | Timeline | How It's Done |
|---|---|---|
| Store Credit | Instantly post the product is received | The amount is automatically credited once the product is received & quality check is done |
| Wallets/Debit Card | 1-5 days post the product is received | |
| Credit Card | 7-10 days post the product is received | |
| UPI Payment (Store order) | Within 24 hours of receiving the account details | A safe link will be provided to share your bank details. Post the product is received, refund will happen automatically |
Terms & Conditions
- Refund will only be initiated after the product is received at our warehouse & has passed the requisite quality check.
- If you select the option of Store Credit while filing a return request, you will not be able to change it later. The store credit cannot be changed to cash refund.
- Partial refunds will not be provided on products under Buy One Get One offer
Claiming Insurance
We offer vision insurance to cover accidental damage/breakage of eyeglasses/sunglasses at just ₹199 per order! The insurance provider is Reliance General Insurance Company Limited (RGICL).
How to Claim Insurance
- In case of an accident, check your billing date & hence the coverage of insurance.
- If the insurance is valid (within 1 year of billing date), you can visit any of our stores with the damaged eyewear & our team will help you out with your concern.
- The team will evaluate the damage, ascertain the genuineness of the case & file for insurance claim on your behalf. You can also put in a request for exchange/replacement of the product then & there, and pay any balance amount (if applicable).
- Once the insurance is approved (within 1-2 days), the new order will automatically get processed & dispatched to your address.
Deductible Amount
Whenever a customer claims insurance, Lenskart deducts a certain amount from the product value & then generates an exchange link for the same.
The calculations are shown below:
| Deductible | Order Value <1000 | Order value 1000-25000 |
|---|---|---|
| Claim within 6 months of insurance | A flat deductible of INR 200 will be deducted from your claim amount | A deductible of INR 300 or 25% of the invoice value (whichever is higher) will be deducted from your claim amount. |
| Claim post 6 months of insurance | A deductible of flat 50% of the PID value at the time of invoice will be deducted from your claim amount | |
Terms & Conditions
- The insurance is valid for 1 year from the date of order dispatch.
- Applicable only on the main order & not on the exchange order.
- The coverage is for accidental breakage on eyeglasses/sunglasses only. RGICL reserves the right to reject a claim if the product is found to be broken intentionally or by any other reason which is not an accident.
- If the eyewear is eligible for repair, all attempts will be made to do so before the disbursem*nt of any claim amount.
- The insurance does not cover any claims related to breakage during shipping of said product to the customer. In case you receive a damaged product, you may contact the Lenskart customer care team by phone/email.
- Lenskart & RGICL reserve the right to amend/withdraw the insurance at their sole discretion without any prior notice.
Finding the Nearest Store
If you have any questions regarding our eyewear, want to try frames or are looking to get a free eye test, walk into any of our stores in India.
Store Timings
Most of our stores are open from 11 AM - 9 PM, 7 days a week. However, please check the specific store timings before visiting.
Lens warranty upto 1 year
Coverage includes :
- Lens coating peel off
- Spotting on lens
Frame warranty upto 6 months
Coverage includes :
- Frame Discoloration/ color fade
- Frame coating peel off
- Corrosion on frames
Policy exclusions
- Frame breakages including temples, hinges, nose bridge etc
- Lens breakages/ cracks/ chipping off/ thickness
- Scratches on lens or frame
- Any fitment or size related issues (covered only within 14 days under No question asked policy)
- Change in eye powers (covered only within 14 days under No question asked policy)
- Temple sleeves falling out
- Any other wear and tear
- Clip on falling off
- Contact Lenses are not covered under warranty
Issues which are repairable and hence excluded from warranty. These issues are attended to real time, at all Lenskart stores pan India (free of cost)
- Frame screw loose/ missing
- Misalignment
- Lens popping out/ falling out of frame
- Nose pad replacement/ fallen out
- Loose fitment
How to claim warranty
- Customers are required to submit 3-4 clear pictures of the product along with their order Id and contact details. The same can be submitted to support@lenskart.com. Alternatively,customer can connect on Lenskart chat support with us and submit their pictures
- The team will review the claim and revert within 24 to 48 working hours
- Complete warranty claim process involves validation of defects through the expert team and hence the complete process could take 5-7 working days. Updates and status/ clarification on your claim shall be sent on email
- For issues which are repairable, customers are required to visit any of the nearby stores and claim repair services Free Of Cost. These type of issues are not covered in warranty
- In case insurance was purchased with the order and customers wish to claim the same, they are advised to visit the nearest store along with KYC document (aadhar card, passport etc). Refer to Insurance policy for all details and coverage
- As your eyeglasses are a product of daily usage, kindly follow the cleaning and maintenance protocol such as -
- Never keep glasses lens down
- Always use case for storage
- Always use selvet for cleaning
- Use lens cleaner and not any other liquid
Other terms and conditions
- Above policy is applicable for all products including eyeglasses, sunglasses and contact lenses. Products such as lens cleaner, cases etc are not covered under warranty.
- Warranty period starts from the date of product delivery
- Warranty for an exchange order is limited to the period of master order only and will not get refreshed
- Once warranty is approved, customers should be able to place an exchange order for any product and lens package combination restricted to the value of master order
- In case the same frame or lens package is not available, the company shall not be responsible. If a different frame or lens package is selected with a higher cost, the difference amount will not be borne by the company. Similarly, if the exchange order cost is lower than the master order, the balance amount will not be refunded in any condition and in any form.
- Refund request shall not be entertained in any scenario during warranty period
- Store credits will not be allotted in lieu of exchange. The customer can only place an exchange order
Please reach out to us at
1800-202-4444
or email us atsupport@lenskart.com
Security & Privacy
At Lenskart, we value our relationship with our customers & care about how information provided by you is used & shared. We are committed to maintaining the confidentiality, integrity & trust that you place in us & the security of any personal information. We are proud of our privacy practices & the strength of our site security - which is why you have the choice of retaining as much control as possible over the information you provide.
However, please note that you may not visit & use our app/website/M-site at any time without acknowledging who you are or revealing the required information about yourself. By visiting this site, you are accepting the practices described in our Privacy Policy (see below):
(a) Information provided by you: We receive any information you enter on our app/website or in any other way. However, we do not store any personal/sensitive information on our server. This remains safely with you on your phone/other devices.You may choose not to provide certain information, but then you might not be able to take advantage of many of our features. We use your information for such purposes as responding to your requests, customising future commercial transactions, improving our database, communicating with you & utilising/disclosing, without prejudice to any of your other rights. This is the same for any other purpose (commercial/non-commercial) which Lenskart (at its sole discretion) considers necessary for its business purposes or otherwise.
You also have the choice of adding/updating certain information. When you do so, we usually keep a copy of your previous information for our records.
(b) Automatic information: We receive & store certain types of information whenever you interact with us (app/website). Our servers log your activities for various diagnostic & analytical purposes. However, other than the IP/MAC address of your phone/desktop/other devices, there is no other personal information maintained by us.
(c) Email communication: To help improve our services, we may request to receive confirmation from you whenever you open any of our emails on your phone/desktop/other devices (if it supports such capabilities).
(d) Sharing information received by you: If another business partner is involved in the transactions you make, your information will not be shared, in any way, with said business partner.
(e) Business transfers: As we continue to develop our business, we might merge or be acquired by another company. In such a case, your information will generally be one of the transferred business assets. We will duly notify you of the same & ensure the protection of your information per these policies & guidelines.
(f) Protection of the company & others: We will release account details & other personal information if/when required, to comply with laws & regulations. We shall also enforce/apply our Terms & Conditions & other agreements to protect the rights/property/safety of Lenskart, our customers or others. This includes exchanging information with other companies & organisations for fraud protection & other similar matters.
Security of Information
We work dedicatedly to protect the security of your information during transmission by using the Secure Sockets Layer (SSL) software, which encrypts any information that you input. We constantly re-evaluate our privacy & security policies & adapt them as necessary to deal with new challenges. We do not & will not sell/rent your personal information to anyone, for any reason, at any time, unless it is:
(a) In response to a valid legal request by a law enforcement officer/ government agency or
(b) In a situation where you have explicitly/implicitly given your consent or
(c) To utilise the same for any statistical/other representation without disclosing your personal data.
We only reveal these details, as required, to enable us to access & provide you the required services related to your account.
With the exception of your Login ID (in the form of an email address), which may be provided anonymously & your third party account information (required for providing services), Lenskart does not require any information that might constitute personally identifiable information.
We also make every possible effort to let you retain the anonymity of your personal identity. You are free to choose a Login ID email address & password that keeps your personal identity anonymous. Access to your registration information & your personal financial data is strictly restricted to Lenskart employees & contractors, strictly on a need-to-know basis - in order to operate/develop/improve our services. These employees & contractors may be subjected to discipline, including termination & criminal prosecution, if they fail to comply with our regulations.
While we take the stringent measures mentioned above to protect your information, it is equally important for you to protect your account against unauthorised access (such as to your /password/phone/desktop/any other details/devices). Eg. By making sure to sign out after using a shared/public computer/laptop.
As described in this policy & with your consent, Lenskart will (from time to time) connect electronically to your online bank, credit card/debit card/other payment mode & other online financial accounts to process your order.
Conditions of Use & Revisions
If you choose to visit our app/website/M-site, your visit & any dispute over privacy is subject to this policy, including limitations on damages, arbitration of disputes & application of the law of the Republic of India. If you have any concerns about privacy, please share a detailed account with us, on the following address & we will do our best to resolve it:
Dealskart Online Services Pvt. Ltd.,
H.No. 339A/8, Mehta Chowk, Near Juhi Clinic, Dadawadi Jain Mandir Road,
Mehrauli, New Delhi - 110030
Our business will evolve constantly. So will our policies & terms of membership. The use of information that we gather is subject to the privacy policy in effect at the time of use. We may email you periodic reminders of our policies & terms & conditions, unless you have instructed us not to. We strongly recommend that you check our app/website frequently to see recent changes/updates.
Memberships
Avail our exclusive Gold Membership or Silver Membership on the app/website or by visiting your nearest store.
| Features | Gold Membership | Silver Membership |
|---|---|---|
| Buy 1 Get 1 Free on brands | Yes (applicable on eyeglasses & sunglasses) | Yes (applicable on eyeglasses) |
| Applicable on a purchase of | Up to ₹50,000 | Up to ₹2,500 |
| Applicable on progressive glasses? | Yes | No |
| Contact lenses | Get Extra 10% Off | Get Extra 5% Off |
Benefits
- Buy 1 Get 1 Free on every purchase, twice a month.
- Enjoy the privilege when you shop online (app/website) or at any of our stores.
- Enjoy the privilege with family & friends together! All you have to do is share your registered mobile number with them. This number will act as your membership number.
Prices
| Membership | 3 Months | 1 Year | 2 Years |
|---|---|---|---|
| Gold | ₹499 | ₹600 | ₹1200 |
| Silver | NA | ₹300 | NA |
Terms & Conditions
- Benefits can be availed on 2 orders per month & 12 orders per year for every individual mobile number.
- The 1 year Gold Membership is valid for 365 days from the date of purchase.
- Membership cannot be returned or refunded.
- To avail Buy 1 Get 1 Free, both products need to be added to cart.
- Buy 1 Get 1 Free is valid on the following eyewear brands: Vincent Chase, Lenskart Air, John Jacobs & Hooper Eyeglasses.
FAQs
We offer glasses in 5 frame sizes: Extra-Narrow, Narrow, Medium, Wide & Extra-Wide. Click here to know your size.
80% - 90% of our customers find a medium-sized frame to be the best fit.
To find out your perfect frame size, use the Virtual AR Technology on the Lenskart app.
We are committed to providing you with high-quality eyewear at your convenience. If you’re worried about the fit of the frames you bought online, here’s what you can do: You can collect them from the nearest Lenskart store & ask the store staff to fix any fit/alignment issues. Our team will be happy to make any adjustments then & there.
In the rare event that you do not like a product, you can request a refund/exchange directly from your Lenskart app. You can schedule a freepick-up, ship the order back to us or drop it at your nearest Lenskart store. We have a “no questions asked” return policy within 14 days of you receiving the order.
For more details, click here.
No, not every power fits every frame. Power compatibility is mentioned for each of our frames. When you choose a frame you like, you can check the powers it is compatible with on the product page.
You can submit your power details after completing the purchase in a number of ways - by uploading a picture of your prescription, manually entering it online, requesting a callback from our team or mailing us at support@lenskart.com or click to know how you can submit your powers for web / for app
It is okay if you do not have your prescription handy. You can update your prescription within 7 days of purchasing any eyewear. Simply place the order and provide your power using the links shared in the SMS & email sent to you post-order completion.
In order to find out your power, you can opt for an eye test at Lenskart. You can either visit your nearest store for a free eye check-up or book a home eye test for only ₹99! The safe & thorough 12-step eye test will be done by a certified optometrist with the latest equipment, who’ll provide the prescription immediately after the check-up.
You can see how the frames look on you through our Virtual AR Technology (available on the app & website). Simply follow the instructions & get a 180° view of yourself in your favourite frames.
Additionally, you can visit any Lenskart store or experience Lenskart@Home—where you can try & buy from 150+ frames, all from the comfort of your home.
Based on the product & power you choose for your location, our delivery timelines will vary. Our estimated delivery timelines for different types of eyeglasses are shown below:
- Zero power: 2-3 days
- Single vision: 3-7 days
- Bifocal/Progressive: 7-10 days
Yes. We offer a 1-year warranty on all our glasses. To know more about what is covered in warranty, click here.
Yes, we have the provision for repairing damaged glasses, depending on the extent of the damage. Visit your nearest Lenskart store with the damaged product & our team will be happy to help you.
In case a product cannot be repaired, we will give you a free replacement if you are covered under the insurance policy.
Yes, we offer vision insurance to cover accidental damage/breakage of eyeglasses/sunglasses at just ₹199! The insurance provider is Reliance General Insurance Company Limited (RGICL).
You can avail our exclusive loyalty program by clicking here or visiting your nearest store. To know more about the amazing benefits of being a Gold Member, click here.
You can cancel your order before it has been shipped by clicking on the “Contact Us/Need Help” section on the Lenskart app/website. Please note, we custom-make every lens specifically for you. However we offer easy cancellation options as listed below so you can enjoy a 100% risk-free shopping experience.
- If your order is out for delivery per the status on the app, cancellation is not possible. You may refuse to receive the order when the delivery partner contacts you/reaches your address. Once the returned product is received by us, your exchange/refund will be initiated.
- You can email support@lenskart.com for assistance or click to know more about the cancellation process for web / for app
Click here to find your nearest store or enable your location on the Lenskart app to find the store closest to you.
You may collect your order from the store or request the store team to ship it to your preferred location.
Yes, absolutely. While placing your order online, you can mention that you wish to collect your order from the nearest store.
At Lenskart, we strive to deliver your order as quickly as possible. We sincerely apologise if an order is taking too long to arrive. This could be due to multiple factors, such as quality check failure, logistical issues with external courier partners, etc.
No, we have multiple third-party delivery partners across India.
As per the financial procedures & accounting principal the total billed amount shall be distributed amongst the products governed under the BOGO offer with 50% discounted value of each. This enables the customer to make further transactions on both products such as insurance claims.
If you want to escalate Lenskart Complaints there is a 2-step escalation matrix in Lenskart. In Level 1 you can contact us at 1800-202-4444 or chat with us or email us at Support@lenskart.com . To escalate your complaint to Level 2 you can email us with complete Order and contact information at Customergrievances@lenskart.in (Business hrs- 10AM - 8PM)
| Escalation matrix | Email address |
|---|---|
| Level 1 | 1. Contact us on 1800-202-4444 2.Chat with us 3. Email us here support@lenskart.com |
| Level 2 For escalation, copy redressal team | Customergrievances@lenskart.in |
| *Note - Please provide complete order details/Contact info on mail address for better and timely assistance. | |
Unsubscribe
We’d love to stay in touch and & keep you updated on our latest collections, exciting offers, store launches and more! However, if you feel overwhelmed by these or wish to take a break, you can unsubscribe using the following method:
Account Information section (app/website)
- You can opt to stop receiving Whatsapp notifications/SMS/Emails/App push alerts.
- Simply click on “Manage Notifications” under the Account Information section & select the channel(s) you wish to stop receiving notifications on.
Need More Help?
Still have unanswered questions? Don’t worry! Our experts are always here to help.
support@lenskart.com
