Refund & Exchange Policy

Refund & Exchange Policy

 At Lenzo Designer 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.
  • COD (Cash on Delivery) Orders: Only exchanges are permitted for COD orders; refunds are not available.
  • 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.

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@lenzo.in
  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 our LENZO Warehouse:

 

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.

Note for COD Orders: Only exchanges are available for COD purchases; refunds are not applicable.

 

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.