Returns, Replacements, Exchange and Cancellation Policy


We provide a high level of after sales service, which includes a guaranteed Return Policy subject to below mentioned terms and conditions. This policy is only for customers in UAE & KSA and we won’t be able to provide exchange, returns or refunds to our international customers at this moment. 

At Lensfit.ae, returns and exchanges are made easy. We do our best to make returns and exchanges as easy as possible. We are pretty confident that you'll love our product.

 


Cancelation Policy 

We strive to offer a seamless buying experience to our customers. With this, we have a very smooth full & partial cancellation policy set for our customers as below:

  • Incase of Prescription/Zero Power Eyeglasses, Power Sunglasses & Toric Contact Lenses, order can be cancelled before the order is processed (Usually within 12-24 hours after the order is placed.) Acceptance of the cancellation requests post this time, will be completely at the discretion of Lensfit management team based on the status of the order. 
  • In case of Sunglasses, Spherical/Zero power contact lenses, order cancellation are allowed only till the order is dispatched from our warehouse. Post dispatch no cancellation is allowed. 

Cancellation requests will only be accepted by e-mail. Customers are requested to send an e-mail to hello@lensfit.com with Order ID mentioned in the e-mail subject to raise a request for cancellation.

Once the cancellation request is accepted by Lensfit, the customer will receive a notification regarding the order cancellation & order amount will be refunded back to the payment solution used initially, after deducting payment gateway and handling charges if applicable. Please allow for up to 45 days for the refund transfer to be completed. 

 

 

Unethical Purchase & Cancellation Policy 

  • In case of any purchase made through unethical means; by taking advantage of a technical glitch; or by misusing the offer terms/guidelines/codes - the particular order/s will be cancelled whatsoever and Lensfit will not be liable to pay any refund to the customers in all such cases.

  • Also, if it is observed that a user is placing multiple/bulk orders and is also returning/cancelling the same; Lensfit reserves the right to charge a substantial return/cancellation fee from the user - which could also be the entire order amount, hence, no refund will be processed.

  • At any point of time, if Lensfit finds that the Lensfit Cash has been misused by a customer by falsifying the Email Id or Mobile Number; Lensfit will cancel the order and no refund will be paid.

 

 

Returns, Replacements & Refund Policy

Lensfit.ae offers a 14 day return policy to all its users, subject to below mentioned terms and conditions.  At Lensfit, we thank our customers for purchasing from our website. We recommend you to carefully read our policies, conditions as well as terms of use. This will give you all the important information regarding our obligations and your rights as our customers for any purchase that you make on our website.

We strive to meet your expectations, make efforts to ensure all orders placed are delivered as per the specifications of our customers and stick to the timelines for shipping and delivery 

In the below mentioned cases, customer is eligible to raise a Return/Replacement/Refund request. 

  • Product is different from the specifications (Colour/Shape/Size etc;) mentioned on website at the time of placing an order.
  • Eye power is different from the power/prescription that was provided by the user at the time placing an order (please note that upto 3-5 degrees plus or minus in Axis number is not considered as wrong number, variation of 3-5 degrees is possible when checked on different lensometers). 
  • Product is damaged in transit before it is delivered to user. (It is the customer's responsibility to not accept the damaged shipment or if the package is already opened. However, if the product is found to be damaged after opening the package, the customer should inform us via. hello@lensfit.com, within 3 hours. Unfortunately, if the information reaches us after that, then he/she will not be eligible for free returns.)
  • Lens material used is different from what was selected by the user at the time of placing an order. 

Returns/Replacements/Refund requests will only be accepted by e-mail. Customers are requested to send an e-mail to hello@lensfit.com with Order ID mentioned in the e-mail subject to raise a request for Return/Replacement/Refund. If the complaint or request falls under the above mentioned cases, our Returns team will be initialising the return process within 24-48 hours and will be notifying you regarding the same.

 

Return Process

  • Post return request is accepted, customers are required to pack the entire product including packing material, invoice, all accessories and keep it ready for pick up.
  • Post pick up, our QC team will verify if the product has not been used and is in good condition for further sale & if all the items have been sent back. In case product is found damaged or in used condition or any accessory is missing, Lensfit has the rights to deny replacement/refund to the customer.
  • In case of Eyeglasses/Prescription Sunglasses, no return/refund will be offered if wrong prescription values are entered at the time of order placement.
  • If it is observed that a user is placing multiple/bulk orders and is also returning the same; Lensfit reserves the right to charge a substantial return fee from the user.
  • Please note that the shipping fees and Cash on delivery fees are non refundable and will not be included in the refunded amount.

 

Based on the inspection and verification of the product by our QC team, Lensfit.ae reserves the complete rights and at its sole discretion can either provide replacement or refund.

In case of refund, order amount will be refunded back to the payment solution used initially, after deducting payment gateway, shipping and handling charges if applicable. Please allow for up to 45 days for the refund transfer to be completed.

If we are unable to accept your return or exchange we will send your items back to you and explain the reason for refusal.

 

 

Warranty Policy | Terms & Conditions

One Year Warranty is applicable on relevant products & warranty period starts from the date of delivery. This warranty is not applicable on damages resulting from any sort of negligence, mishandling, accidents, corrosion or rust, and loss of components or accessories on the customer's part. This warranty is valid only when you buy through Lensfit.ae. A product will only be replaced by Lensfit on its sole discretion depending on the nature of defects. Lensfit will not be accountable for payments or refund against any incidental or consequential damages.

Apart from these, in the case the original manufacturers/producer/reseller provide any specific warranty, then, those will be applicable subject to Your compliance with the warranty terms mentioned therein. With respect to the warranty offered by the original manufacturer /producer/reseller, the Company would not be responsible or liable for the same. Your claims will have to be raised with the original manufacturer /producer/reseller. If feasible, the Company may provide reasonable assistance in this regard.