Delivery and Shipping Policy
1.1 EyeMantra, with its registered address at A1/10, A1 Block, Block A, Paschim Vihar, West Delhi-110063, is responsible for managing and operating the mobile application/website www.eyemantraoptical.com (collectively referred to as “EyeMantra Optical”). Through this platform, EyeMantra primarily facilitates the sale of products such as eyeglasses, computer glasses, reading glasses, sunglasses, contact lenses, accessories, and other products (referred to as “Products”) to users of EyeMantra Optical (referred to as “User,” “Users,” “you,” or “your”).
1.2 This delivery and shipping policy, referred to as “Policy,” along with the Terms, outlines our policies and procedures regarding the delivery and shipping of products purchased on the EyeMantra Optical platform.
1.3 We offer shipping and delivery of our products throughout India. Our goal is to provide the best customer experience by partnering with top logistics service providers to handle your order efficiently and ensure a smooth experience in receiving the product ordered from the EyeMantra Optical platform. We make every commercially reasonable effort to ensure timely delivery of the products to you.
1.4 By using the EyeMantra Optical platform or purchasing a product on it, you agree to be bound by the terms of this Policy without any changes. We advise you to read and understand this Policy each time you visit the EyeMantra Optical platform. If you do not agree with the terms in this Policy, it is recommended that you refrain from using, accessing, or conducting transactions on the EyeMantra Optical platform.
2. TERMS OF SHIPPING AND DELIVERY
2.1 We collaborate with third-party logistics service providers to facilitate the shipping and delivery of products to you (referred to as “Logistic Partners”). At the time a product is processed and successfully handed over to the Logistic Partner by us, we will provide the details of the responsible Logistic Partner. Our standard dispatch timeline is usually 5 to 7 days from the date of the product’s order on the EyeMantra Optical platform. In any case, an estimated delivery timeline for the purchased product from the EyeMantra Optical platform will be provided to the user and will be notified on the order confirmation page at the time of order confirmation. We will also send updates about your order, including dispatch details, to the email ID and/or mobile number provided by you or registered with us. While we primarily facilitate product delivery through our Logistic Partners, we reserve the right to ship and deliver products directly without involving any Logistic Partners or third-party service providers.
2.2. You acknowledge and understand that while we strive to offer shipping and delivery services for our products throughout India, we may, at our discretion, select specific areas where delivery is not possible. In such unserviceable areas, either we or our Logistic Partners will not provide shipping and delivery services and your orders on the Eyemantra Optical platform may not be processed. If an area is deemed unserviceable by us, you will be notified at the time of placing an order for products on the Eyemantra Optical platform. You can also check if an area is unserviceable for deliveries by entering the area’s pin code on the Eyemantra Optical platform.
2.3. By agreeing to use the EyeMantra Optical Platform and/or purchase a Product, you confirm that you will provide accurate information, including your name, shipping and billing addresses, contact details, and landmarks, to facilitate timely delivery. You accept full responsibility if our delivery fails due to your provision of incorrect or insufficient information. We will not be held liable in any way for delivery failures due to inaccurate information provided by you.
2.4. We aim to deliver the purchased Product to your designated address within the estimated delivery timeline as notified to you. If you’re not available to receive the delivery, our Logistic Partners will make two attempts at delivering the Product. If both attempts fail, we reserve the right to cancel the order and return the Product. We may also deduct the shipping and delivery fees incurred by us while processing any refunds.
2.5 While we strive to deliver your purchased products within the estimated timeline, you understand that delays may occur due to factors beyond our control such as logistical issues, unfavorable weather, political disruptions, acts of nature, and other unforeseen circumstances. In case of a delay, we will make a reasonable effort to notify you via your registered email and/or mobile number. However, we are not liable for any claims or compensation for any delay in shipment or delivery of the purchased products.
2.6. We strive to work with Logistic Partners and employees who are ethical and professional, exhibiting competence and good behavior. However, we cannot control or monitor the actions of each delivery individual. As we only facilitate the delivery of the Product you purchased, we are not responsible for any faults, such as wrong delivery, delivery time, package tampering, etc., committed by our delivery agents, employees, Logistic Partners or their personnel. It should be noted that any unprofessional behavior by our delivery executives or the Logistic Partner’s employees is beyond our control, and any issue arising between you and them must be resolved by you independently. You agree that we will not be held responsible for settling, mediating, or resolving disputes between you and the delivery personnel delivering the Product to you.
2.7. Once you place an order on the Eyemantra Optical Platform, we process the order and send the purchased Product to our Logistic Partner. You will receive a unique tracking number which will allow you to track the delivery status of the purchased Product. You can use this tracking number on the Eyemantra Optical Platform or the website/mobile application of the Logistic Partner to check the delivery status and estimated delivery time. Our customer service team will work with the Logistic Partner to ensure a timely delivery and make all reasonable efforts to keep the tracking information up-to-date. However, since we use third-party service providers for delivery, we cannot guarantee the accuracy of the tracking information and it may be subject to inconsistencies or technical difficulties outside of our control.
2.8. We reserve the right to impose shipping fees for the delivery of Products, which may vary based on factors such as the value of the Product, its type, delivery location, and payment method, among others. You agree that we have the authority to collect shipping and delivery fees on behalf of the Logistic Partner as compensation for the delivery services provided. In the event that a shipping fee is charged, it will not be refunded in the case of a return request initiated by you. However, exceptions may be made and shipping fees may be refunded if a defective, damaged, lacking, or incorrect Product (which we have verified and deemed as such at our sole discretion) has been delivered. It is understood that upon the delivery of the purchased Products, the ownership and responsibility for all Products ordered by you will be transferred to you.
2.9. Upon receiving a request for a product return on the EyeMantra Optical platform and having it acknowledged by us, our reverse logistics partners will contact you to collect the purchased products. The returns and exchanges of purchased products are processed according to our Cancellation, Return and Refund Policy for Reliance Vision Express.
3. CUSTOMER SUPPORT
If you have any questions or issues regarding the shipping and delivery of the Products, you may reach out to our customer support team through the following methods:
Contact Details: [email protected]