Exchange and refund policy

How to return?

Vist the nearest store

• Take your product with all its accessories to the selected store
• Iksana Opticals llp store will inspect the product. You can get your glasses adjusted at the store
• If required you can exchange the product or get a refund as per our policy

Schedule a Pick-Up

100% Free Pick-up service: Available in select cities.

We would arrange a pick-up at your location within 2-5 days thereafter.

• Keep the products with all accessories ready for pickup.
• You can choose a product for exchange Or take refund as per policy
• Exchange product will be dispatched/refund will be credited once the returned item reaches us

Ship Product to Iksana Opticals llp

• Pack the products and stick the return label on the box. We will email you the label
• Select any courier service & ship the product to Iksana Opticals llp at the given address. (We will reimburse you upto Rs100 once the product is received)
• You can choose a product for exchange or take a refund as per policy once the returned item reaches us.

Exchange & Refund Options:

Exchange Options (Most Popular):

You can do the following types of exchange:

• With the same frame & same lens package -Get a fresh piece of the same frame & lens package ( or coating if added)
• With the same frame but a different lens package- Get a fresh piece of the same frame & upgrade to a different lens package ( or coating) and any additional amount for the upgrade will have to be paid.
• With a different frame & different lens package- Choose from a wide range of different frame & different lens packages & the difference amount from the new product and old product will have to be paid

Refund Options:

If you don’t wish to exchange your product, you can choose to receive the refund amount of your product in the following ways:

Store Credit

• Instantly credited in your account after pick-up
• Use against any product
• Use online & in stores
• 6 Month validity

Refund to source

• You will get a refund back to the original source through which the product was purchased e.g. E.g. If you paid through Rs. 100 through Store Credit and Rs. 1500 through debit Card, then the amount i.e. Rs. 100 and Rs. 1500 will be refunded in Store credit and debit card respectively
• The amount will be credited to your account in 1-5 business days in case of wallets/debit card and 7-10 days in case of credit card payment once the product has reached us in its original condition

Note: If the amount is paid via StoreCredit + Online, then the amount will go into SC and original payment method respectively.

Transfer to Bank (available for Cash on Delivery online orders or Offline orders only)

• You will be asked to fill your UPI/bank details to get the refund. Once the Iksana Opticals llp receives the product, a link will be shared with you to share your bank/UPI details.
• The amount will be credited to your account in 24 hours

Note :

• You must have initiated the exchange/refund process within 14 days from receipt of your product.
• No Cash refund will be provided for Cash On Delivery orders

Part B: CANCELLATION POLICY

We custom make each lens specifically for you - we can't reuse a lens cut for you, for anyone else, should you choose to cancel your order. However, we want you to be able to try us 100% risk-free. Thereafter, if you would like to cancel your order before if has reached you, for any reason you, please choose to contact us at the following:

• Reach out to us via “Contact Us/Need Help” option on the Website or Apps.
• You can also reach out to us on +91-7977994474

Part C: FAQs

Frequently Asked Questions

1. What is Store Credit?

Store credit is an amount issued to customers in lieu of the orders returned to Iksana Opticals llp . This amount can be used to place a new or a replacement order from Iksana Opticals llp.

2. Where will I get the option for exchange or replacement of my order?

In “Your Orders”, Click on “View Order Details, You will get, ’Exchange/Refund’ option as per Iksana Opticals llp Policy.

3. Will I be able to get a refund for my order before the product reaches the Iksana Opticals llp warehouse?

No, the refund can only be issued once we receive the order in our warehouse.

4. If the order was paid via Cash on Delivery, then what option do I need to select for refund?

You need to select from the following two options:

• Store Credit
• Transfer to bank (UPI available)

5. In case of return, can I arrange pick up from two different addresses for an order containing two products?

Yes, you can edit the address or add a different address to both the products while initiating the reverse pickup from My Account.

6. If I return the product at Iksana Opticals llp store, then when will I get a refund?

The refund request will be initiated once you handover the product at the store. Amount will get credited in 0-2 days

7. Can a customer change the refund method after initiating the return?

No.

8. In case I have purchased two products under Buy One Get One Offer, then can I get a refund for one product?

No, you can only get a replacement. If you face any difficulty, please inform us using “Need Help”/”Contact Us” option on the Website or Apps.

9. When will exchange order be dispatched?

The exchange order will be dispatched once the returned product reaches Iksana Opticals llp and is approved by the team.

10. Video’s before sending.

We have to take video of parcel products before sending them to customers.