Returns and Refunds

In this page you will find the information regarding the returns and refund policies of 984 5009 020

How can I return the order?

You may return any product you have ordered from us within thirty (30) business days of receiving your order confirmation. Unless the product is faulty, we accept eyeglasses, sunglasses, contact lenses, solutions, eye drops and accessories in their original packaging, undamaged. Find more information on the procedure on our Exchanges and Returns page . In case of return, return ONLY what you are not interested in, the contact lens boxes must be UNOPENED AND UNMARKED (they cannot have anything written on the boxes or have been opened), returns will be made BY MAIL.

How long do I have to return an item?

All returns must be sent thirty (30) days after receiving the order. The 30 day period includes 14 days to withdraw from the contract and 14 days to return the goods to sender, neither of which is less than 14 days. You can also call our customer service on +91 984 5009 020 and inform us of your return by telephone. Or you can email us at retours@984 5009 020 .

Who bears the costs for returning the goods?

It is important to us that you are happy with your order, which is why we offer our customers from India the opportunity to send the goods they have received back to us free of charge within two weeks using a return slip. After this period, you will be responsible for the return shipping costs. These vary depending on where you live:

Which goods are excluded from return even if they are not used?

Please note that some items are exempt from this right. This applies to contact lenses that have been specially made to your specifications, eg toric and multifocal contact lenses. When ordering contact lenses of this type, we ask you to have your values ​​checked by your ophthalmologist in advance. The severity of your vision and other information required to order your contact lenses may change over time. So make sure your values ​​are up to date before placing an order. When changing products, toric and multifocal contact lenses must be refitted by a contact lens specialist before you order them online.

What can I do if I received a wrong or damaged item?

If your package contains wrong or damaged goods and you want to replace them, please let us know. Fill out the complaint form or send us an email at retours@984 5009 020 and we'll take care of the rest.

My prescription has changed, can I change my old lenses?

If you bought contact lenses on 984 5009 020 last year that they no longer fit due to a change in your prescription, you can return them to us in exchange for lenses that fit your new prescription. Find out if you are eligible for our 365 day guarantee .

Is it possible to exchange an item returned immediately?

It depends on the case. Some returns must be checked by our warehouse managers whether the products are defective or not, to know if you comply with the return procedure . In these cases, it may take a little longer for us to send you the new products.

How can I make a complaint?

If you have a complaint about our products or services, you can contact us via the contact form . You will receive a response from us after receiving your message.

What happens in the event of a complaint?

The top quality of our contact lenses, care products, glasses and sunglasses is a matter close to our hearts. That's why we offer you a 365-day guarantee: If you discover a defect or defect within 365 days, please contact our support team. We assume the costs for the return shipment, immediately check the reason for your complaint and ensure compensation. Please note that normal signs of use or damage caused by external factors do not constitute a reason for complaint.

To which address should I send the delivery back?

The return address is noted on your return slip. Please use the return slip for any returns.

When and how can I get my money back or refund after a return?

If your request falls within the guidelines, we will refund the value to your bank account within 14 days of receiving your order in our warehouse. By default, we will make the refund in the same way that you made the payment. If it is by card or UPI, we do not need data, if it was by transfer, we will need an account number for the return.

*LensOnEyes will not be responsible for ORDINARY shipments that do not arrive at our facilities. If they are certified, they can be located and claimed in case they do not arrive, the ordinary ones do not.