Cancellation, Return & Refund Policy
EyeMantra Optical, located at A1/10, A1 Block, Block A, Paschim Vihar, West Delhi-110063 (referred to as “EyeMantra Optical”, “we”, “us” or “our”), manages and operates the mobile application/website www.eyemantraoptical.com (collectively referred to as the “EyeMantra Optical Platform”). The platform allows for the sale of eyeglasses, computer glasses, reading glasses, sunglasses, contact lenses, accessories, and other products (referred to as “Products”) to users of the EyeMantra Optical Platform (referred to as “User”, “Users”, “you” or “your”).
We strive to deliver exceptional customer service from the moment an order is placed to the initiation of a return. The EyeMantra Optical Platform offers a seamless return experience, ensuring that you can trust us as your go-to shopping destination.
This policy outlines the procedures and guidelines for product cancellation, returns, and refunds, and is in accordance with the terms and conditions outlined by EyeMantra Optical.
1.APPLICABILITY OF POLICY
- By using the EyeMantra Optical Platform and placing an order for any of our Products, you agree to the terms and conditions outlined in this Cancellation, Return and Refund Policy. If you do not accept the terms outlined in this policy, it is advised that you do not make any purchases on the EyeMantra Optical Platform.
- Please be aware that the terms of this Policy for returns, refunds, and cancellations for orders on the EyeMantra Optical Platform may change from time to time. It is important that you review the Policy each time you use the EyeMantra Optical Platform to ensure you understand the current terms and conditions.
2. TERMS FOR CANCELLATION, RETURN AND REFUND OF ORDERS
2.1 Cancellation of Products
- You have the option to cancel your order for Products either partially or in full before we process and issue an invoice for the Product(s). Once an invoice has been processed and issued, cancellation of the order is not possible.
- If you decide to cancel your order for Products, you can do so by referencing the unique tracking number assigned to your purchase and emailing our customer support team at [email protected] to initiate the cancellation process. This tracking number allows you to track the delivery status of your order.
- Upon receipt of a cancellation request prior to invoicing and processing, we will cancel the order and initiate a refund for the Products within 2 working days of receiving the cancellation request from you. The refunded amount will be returned to you through the same payment method used for the purchase, which can be used for future transactions. Refunds are subject to any applicable policies and charges from the User’s bank or financial institution.
- Order for prescription eyeglasses and prescription sunglasses cannot be canceled once placed.
2.2 Return of Products
- You may initiate the request for return of the Product if: (i) Product is damaged; (b) both the Product and shipping package have been damaged; (iii) Product is defective or is not in working condition; (iv) the Product is of bad quality; (v) parts of the Product or accessory is missing; (vi) the Product ordered is different from what was ordered basis the Product description provided on the EyeMantra Optical Platform; or (vii) you are dissatisfied with the purchased Product (“Non-Compliant Product”). You shall initiate such requests for a return within 14 (fourteen) days from the date on which you receive the delivery of the Product (“Return Period”).
- You shall keep the Products in its unused, original condition, along with the original invoice/ sale receipt, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. We would accept the request for return of such Product subject to the terms of this Policy.
- If you have received any Product which is subject to return in terms of this Policy, we suggest you to immediately register a request in this regard on the EyeMantra Optical Platform. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request you to send us images of the damaged, defective or Non-Compliant Product received and/or allow our personnel to schedule a visit to assess the damage, defect or non-compliance in the Product. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit.
- Your return will be processed only when the conditions as may be stipulated by us are fulfilled at the time of return of such Products, such as the Product being returned in original condition (including water seal stickers in case of fragrances), along with the price tag intact including original packaging of the product, the brand outer packaging of the Non-Compliant Product and all accessories therein, no damage having occurred post-delivery of the Product while in your possession etc.
- You agree that we will not accept the return of any Product: (i) if you have placed the order for a wrong product model, color or incorrect Product, (ii) if the Product belongs to non-returnable Product category (For instance, personalized Products that are not suitable for return based on their nature), (iii) if you fail to request return/register a complaint in relation to a Non-Compliant Product within the Return Period. Any damage to the Product caused by your improper wearing or safekeeping of the Product, or any modification or change to the Product by you the User or a third party or any depreciation in the value for other reasons will not be deem such Product a Non-Compliant Product and will not be considered a quality problem. Any decision by us in this regard shall be final and binding.
- You can return the Product(s), purchased from us provided the Product(s) satisfy below mandatory conditions: (i) The Product has not been worn, cleaned or tampered with by you, (ii) The price tag /barcode, brand tags, original packaging material, accompanying accessories are intact and not altered, damaged or discarded by you, (iii) The Product is not altered, unless proven vendor defect, (iv) Return is being initiated against the order under which it was bought and from the same account and the serial number/ barcode of the Product matches our records, (v) There is no foul odor, perfume, stains, dents, scratches, tears or damage on the Product, (vi) The Product(s) if bought as a set should be returned as the complete set, (vii) Products returned should be in unused, undamaged, unwashed and in a saleable condition, (viii) We are satisfied that the Product has not been rendered defective or unusable. We reserve the right to reject the return request for a Product if it does not satisfy the aforementioned conditions.
- Return of purchased Products are facilitated through our reverse-logistics partners. On receipt of request for return of Product on the EyeMantra Optical Platform and the same being duly acknowledged by us, our reverse-logistics partners may get in touch with you in order to collect the purchased Products from you.
- You may also return a Product purchased by you on the EyeMantra Optical Platform at our physical stores/ boutiques provided you give the following information: (i) details of the Product; (ii) original invoice of the Product; (iii) order number; (iv) reasons for return; and (v) your contact information.
- Contact Lenses: (i) Contact Lens returns will be accepted only if the sealed packaging is intact and returned along with the original carton intact, (ii) Opened boxes will not be taken back even if there are unused lenses in the box.
- Eyeglasses & Prescription Sunglasses: (i) In case of Eyeglasses/ Prescription Sunglasses, return will be accepted only if the lens power does not match the prescription, (ii) If you have received a damaged or defective product kindly get in touch with our customer service at [email protected] Our team will assist you with the returns.
- Other Products: (i) In case of Reading glasses/Computer Glasses, return will be accepted only if the lens power does not match the power as per the order, (ii) No returns / refunds available for Contact Lens cases and Contact Lens solutions.
- At the time of raising a request for return or canceling the Products on the EyeMantra Optical Platform, you may seek refund for the Non-Compliant Product. Such refund will be made to you only in the event the payment has been received by us for the Product.
- Please be informed that when you opt to cancel or return the Products, upon our verification and assessment of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy, will be processed within a period of 7 (seven) working days from the date of us verifying the defect or the non-compliance in the Product. Your refund will be processed only when the conditions as may be stipulated by us are fulfilled, such as the Product being returned in original condition, along with the price tag intact including original packaging of the product, the brand outer packaging of the Non-Compliant Product and all accessories therein. For the sake of abundant clarity, it is clarified that we shall not make any refund in respect of a Product that is deemed ineligible for a refund based on our verification and assessment. The refund amount will be credited to the original payment mode opted by you. You acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider terms and conditions.
- We do not make any cash refunds. The amount will be refunded to you within 7 (seven) working days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you.
- Refunds to be made to the User shall not include any amount paid towards shipping charges or any other such charges applicable from time to time. However, in the event a Product has been delivered with a defect or damage (for reasons attributable to, and accepted by us after due verification at its sole discretion) we may refund the shipping charges to you. You will be provided with a refund if you have received a non-returnable Product in a damaged or defective condition subject to verification and examination of the damage or defect of the Product by us.
- We reserve the right to reject a refund request for a Product if it does not satisfy the quality conditions specified under this Policy on our assessment pursuant to its return. We may in such cases notify you and send the returned Product back without initiating a refund.
Any queries or concerns relating to the return, refund and cancellation may be directed by you to our customer support team who can be contacted at:
Contact Details: [email protected]