Return & Refund Policy

1. Returns (Frames Only)

We accept returns for frames without prescription lenses within 7 days of delivery. To be eligible for a return, the frame must be unused, in the same condition that you received it, and in its original packaging with all accessories.

2. Prescription Eyewear (Non-Returnable)

Custom-made prescription lenses are non-returnable and non-refundable. Since these lenses are tailored to your specific vision requirements, they cannot be resold. If you purchased a frame with prescription lenses, only the frame may be eligible for a partial refund or exchange, subject to inspection.

Defects: If there is a manufacturing defect in the frame or lenses, or if the prescription was made incorrectly by our lab, we will replace the eyewear at no additional cost. You must report such issues within 7 days of delivery.

3. Try-at-Home Requests

Submitting a Try-at-Home form creates a no-payment availability request, not a paid order or a confirmed booking. It does not reserve frames. The service is limited to Hyderabad and select nearby serviceable pincodes; we assess route capacity and eligible-frame availability, then contact you if we can confirm the visit details. Because no payment, deposit, or service fee is collected through the request, there is no Try-at-Home deposit refund process.

4. Refund Process for Paid Orders

Once a return for a paid order is received and inspected, we will notify you of the approval or rejection of the refund. If approved, we will process it to the original payment method where possible within 5-7 business days.

5. Cancellations

You can cancel a cash-on-delivery order before it has been processed or shipped. Once prescription lens processing has started, the order cannot be fully cancelled. Please contact us immediately if you need to cancel an order.

6. Shipping for Returns

To initiate a return, please contact our support team. We will arrange a pickup or provide instructions for returning the item. You may be responsible for paying shipping costs for returning your item if it is not due to a defect or error on our part.

7. Contact for Returns

To request a return or if you have any questions, please contact us:

• Phone/WhatsApp: +91 7842938316
• Email: support@visionvistara.online