1. Return, Refund & Cancellation Policy – Divya Optical
Last Updated: February 2025
Thank you for shopping with Divya Optical (“we”, “our”, “us”).
We aim to provide high-quality eyewear and a smooth shopping experience both online at https://divyaoptical.com and at our physical retail store located at:
Divya Optical
Shop No. 6, Vasant Galleria Market,
Vasant Kunj, Near Fortis Hospital,
New Delhi – 110070
This Return, Refund & Cancellation Policy outlines how returns, refunds, and cancellations are handled for purchases made through our website or in-store.
We follow all guidelines under Indian Consumer Protection Law, IT Act 2000, and Razorpay Safety Standards.
1️⃣ Return Policy – 7 Days
You may return eligible products within 7 days from the delivery date.
Returns are accepted only if:
✔ You received the wrong product
✔ The product arrived damaged
✔ The product has a manufacturing defect
✔ The product is unused and in original condition
✔ All accessories, cases, and invoices are included
To request a return, please contact us within 7 days via:
📧 Email: (your email)
📞 Phone/WhatsApp: (your number)
We may request:
- Order ID
- Unboxing video (mandatory for damage claims)
- Images of the product
A pickup will be arranged if the return is approved.
2️⃣ Return Eligibility Conditions
To ensure a smooth return process, please ensure the product meets the following:
✔ Original packaging intact
✔ No scratches, stains, or signs of use
✔ Frames not bent or altered
✔ Sunglasses not worn outdoors
✔ All brand labels, tags, and warranty cards intact
We reserve the right to deny returns if the product shows signs of use or damage caused by the customer.
3️⃣ Products NOT Eligible for Return
The following items cannot be returned for hygiene, safety, and customization reasons:
❌ Prescription Lenses
❌ Prescription Eyeglasses (frame + fitted lenses)
❌ Contact Lenses (opened boxes)
❌ Custom-made eyewear
❌ Accessories like cleaning solutions, wipes
❌ Items damaged by customer handling
Reason:
Prescription lenses and custom eyewear are made exclusively for your eyes and cannot be reused or resold.
4️⃣ Refund Policy
Once we receive the returned product:
- Quality check begins within 48 hours
- A decision is communicated via email/WhatsApp
- Refund is processed within 7–10 working days
Refund will be issued only to the original payment method, such as:
- UPI
- Credit/Debit Cards
- Net Banking
- Razorpay Wallets
Refund Timeline (as per Razorpay):
| Payment Method | Refund Time |
|---|---|
| UPI | 2–5 working days |
| Cards | 5–7 working days |
| Net Banking | 7–10 working days |
| Wallets | 2–3 working days |
If refund is delayed, please contact your bank for an update.
5️⃣ Replacement Policy
We offer replacements for:
✔ Damaged products
✔ Incorrect items delivered
✔ Manufacturing defects
✔ Lens coating defects (within 7 days)
Replacements are offered once per order.
If the exact model is unavailable, you may choose:
- A different frame of equal value
- Pay the difference for a higher-value model
6️⃣ Order Cancellation Policy
✔ You may cancel your order within 6 hours of placing it, before processing begins.
❌ Orders with Prescription Lenses cannot be cancelled
Once lens manufacturing begins, the order becomes non-cancellable.
To cancel:
📧 Email: (your email)
📞 WhatsApp: (your number)
If payment was made online, refunds follow the standard Razorpay timeline.
7️⃣ Non-Delivery or Lost Packages
If your order is lost in transit:
✔ We will resend the item
OR
✔ Provide a full refund
No charges will be applied.
8️⃣ Return Shipping Costs
✔ If return is due to our mistake (wrong/damaged product)
— Pickup is free.
✔ If customer wishes to return without valid reason
— Return shipping charges may apply (optional).
9️⃣ Return Process (Step-by-Step)
Step 1: Contact customer care
Provide reason + images/videos.
Step 2: Approval
Team verifies eligibility.
Step 3: Pickup
Courier partner collects the product.
Step 4: Inspection
48-hour internal quality check.
Step 5: Refund/Replacement
Processed as per customer preference.
🔟 Exceptions for Health & Hygiene
To safeguard customer health, the following cannot be returned:
- Used contact lenses
- Opened eye care solutions
- Frames damaged by nose oils, skin use, or sweat
- Products exposed to chemicals or sprays