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