Refund & Exchange Policy

At LENZO Eyes Online Store, we are committed to ensuring a seamless shopping experience. Our policy is designed to offer flexibility while maintaining the integrity of our products. 

Refund Eligibility

You can request a refund under the following conditions:

  • Eyeglasses/Powered Sunglasses: Refund available within 14 days from the date of delivery.
  • Sunglasses: Refund available within 14 days from the date of delivery.
  • Contact Lenses: Refund available within 14 days from the date of delivery, provided the lenses are unworn, with the sealed outer packaging intact.

To be eligible for a refund, items must be returned in pristine condition, unworn or unused, with tags, and in their original packaging.

Note: Post the 14-day refund period, exchanges will be the only option available.

Non-Refundable Products

 The following products are not eligible for refunds:

  • Accessories (e.g., lens solutions, cases)
  • LENZO Prime membership
  • Insurance policies

Policy Exclusions

Refunds will not be provided under the following conditions:

  • Buy One Get One Offers: Refunds for individual items in these offers are not allowed. The offer applies as a whole.
  • Damaged or Mishandled Products: Refunds will not be issued for:
    • Scratches or damage to the frame/lens post-delivery.
    • Mishandling or improper care of the product after delivery.
  • Unworn Contact Lenses: Must be returned with sealed packaging intact.
  • Store Credit: Once issued, store credit cannot be converted into a refund.
  • Exchanges: If an exchange has been requested, it cannot later be converted into a refund.

Return and Refund Policy for International Shipments

For international orders, customers are responsible for arranging and covering the cost of return shipments.

  • Returns must be shipped to our address in their original condition, with all tags, packaging, and accessories intact.
  • Refunds will be processed once the returned product has been inspected and approved by our team.
  • Shipping costs for the original order are non-refundable.

Non-Refundable but Repairable Scenarios

If your product experiences the following issues

  • Alignment Issues:
  • Cleaning Requirements:
  • Fitment Issues:

Return Process

We offer multiple convenient methods to return your product. 

Option 1: Schedule a Pick-Up 

  1. Initiate a return through our LENZO app or website via the "My Orders" section or by selecting "Need Help/Contact Us." or you can contact us at returns@lenzode.com
  2. We provide a 100% free pick-up service (in select cities) within 1-2 days of your return request being raised. Please ensure the product is ready for collection.
  3. Upon collection, the product will undergo a quality check. If it passes inspection, your exchange or refund will be processed within 2-3 business days.

Option 2: Ship the Product to LENZO

 If your location is not eligible for pick-up, you may courier the product to us at your convenience:

  1. Securely pack the product.
  2. A return label will be emailed to you. Print and affix it to the package.
  3. Ship the package to LENZO

Refund Processing

Once your returned product passes our quality check, refunds are processed within 10-12 business days. Depending on your choice at the time of filing the return request, you may choose one of the following refund methods:

Refund Methods

  1. Store Credit
    • Instantly credited once the product is picked up and checked.
    • Store credit is valid for 5 years and can be redeemed on any LENZO product, online or in-store.
    • Note: Store credit cannot be converted into a cash refund at a later date.
    • Conversion Rate: 1 store credit = ₹1.
  2. Refund to Original Payment Method 
    • Refunds will be made to the payment method used for the original purchase.
    • Wallets/Debit Cards: Refund within 1-5 business days.
    • Credit Cards: Refund within 7-10 business days.
    • If you used a combination of store credit and another payment method, refunds will be split accordingly.
      For example, if ₹100 was paid via store credit and ₹1500 via a debit card, ₹100 will be refunded to store credit and ₹1500 to the debit card.

Terms & Conditions

  • Refunds will only be processed after the product passes our quality checks at the warehouse.
  • Once store credit is issued, it cannot be converted to a cash refund.
  • Partial refunds are not available for products purchased under Buy One Get One offers.