Lenstick Refund, Exchange & COD Policy

1. Order Cancellation Policy

  • Prepaid orders can be cancelled within 1 hour of placing the order, provided the order has not been processed or shipped.

  • Once the order is processed, packed, or dispatched — cancellation will not be allowed.

  • Lenstick reserves the right to dispatch orders within the cancellation window to ensure faster delivery.

If cancellation is approved, refund will be processed to the original payment method within 7–10 business days.

2. Return & Exchange Window

All exchange requests must be made within 3 days of delivery, regardless of product type.

For frame + lens orders, refund eligibility remains as per refund conditions below.

Requests raised after 3 days will not be accepted.

3. Exchange Policy (3 Days Only)

Eligibility:

  • Product must be unused and in saleable condition

  • Original packaging (box, case, cleaning cloth, tags, accessories) must be intact

  • No scratches, marks, or signs of usage

Rules:

  • Only one-time exchange is allowed per order

  • Exchange allowed for product of equal value

  • For higher value item, price difference must be paid

  • For lower value item, partial refund (frame cost only) may apply

  • Customer is responsible for return shipping charges (unless wrong/damaged product delivered)

Prescription lenses, customized lenses, and progressive lenses are not eligible for exchange.

4. Refund Policy

Refunds are applicable only in the following cases:

  • Wrong item delivered (completely different model in size/shape/design)

  • Defective product received

  • Damaged product received

Refunds are NOT applicable in the following cases:

  • Change of mind

  • Wrong product selected by customer

  • Minor color variation due to lighting/photoshoot

  • Discounted or promotional sale items

  • Prescription, customized, or progressive lenses

  • Product damaged due to customer mishandling

Refund eligibility period:

  • Frame Only Orders → Refund request within 3 days

  • Frame + Lens Orders → Refund request within 7 days

  • After this period, refund will not be accepted.

5. Unboxing Video Requirement

An unboxing video is mandatory for:

  • Wrong product claims

  • Damage claims

  • Missing item claims

Claims without proper unboxing video proof may not be accepted.

6. Return Process

To initiate a return or exchange:

Email: support@lenstick.com
WhatsApp: +91 8755491511

Include:

  • Order number

  • Date of purchase

  • Clear photos

  • Unboxing video (if applicable)

  • Reason for request

Our team will respond within 3 business days.

Returns must be approved before shipping the product back. Unapproved returns may be rejected.

7. Return Shipping Charges

  • If wrong or defective product delivered → Lenstick will bear return shipping cost.

  • In all other approved exchange cases → Customer will bear return shipping cost.

8. COD (Cash on Delivery) Policy

  • COD is available on selected serviceable pin codes.

  • A small confirmation call or WhatsApp verification may be required before dispatch.

  • Orders not confirmed may be automatically cancelled.

  • If a COD order is refused at delivery without valid reason, Lenstick reserves the right to:

    • Restrict future COD orders

    • Cancel future orders

Shipping charges (if any) are non-refundable in case of COD refusal.

9. Refund Processing

  • Once the returned product is received and inspected, refund will be processed within 7–10 business days.

  • Refund will be credited to original payment method.

  • Payment gateway and bank charges are non-refundable.

10. Policy Updates & Dispute Resolution

  • Lenstick reserves the right to update or modify this policy at any time without prior notice.
  • In case of any dispute, Lenstick’s decision shall be final and binding.