Return & Refund Policy

2. Scope of Policy

This policy applies to:

• Optical products (spectacles, frames, lenses, accessories)
• Eye tests and consultations
• Surgical procedures (including cataract surgeries)
• Orders placed online, offline, or via outreach camps

3. Shipping Policy (Applicable to Optical Products Only)

1. Order Processing
   • Orders are processed within 1–3 working days after confirmation
   • Prescription orders are processed only after verification
2. Delivery Timeline
   • Standard delivery: 5–10 working days depending on location
   • Remote/rural areas may require additional time
3. Shipping Charges
   • Shipping charges (if any) will be communicated at the time of purchase
4. Delivery Issues

   If you experience:

   • Delayed delivery
   • Damaged package
   • Missing items

   Please report within 48 hours of delivery.

4. Return Policy (Optical Products Only)

1. Eligible Returns

   Returns or replacements are allowed if:

   • Product is defective or damaged on delivery
   • Incorrect product was delivered
   • Manufacturing defect is identified

   Reporting window: Within 48 hours of receiving the product

2. Non-Returnable Items
   • Customized prescription lenses
   • Products damaged due to misuse or improper handling
   • Used products

5. Refund Policy

1. Optical Products
   • Approved returns may be eligible for:
     1. Replacement, or
     2. Store credit, or
     3. Refund (in specific cases)
   • Refund timeline: 7–10 working days after approval
2. Eye Tests & Consultations
   • Consultation fees are non-refundable once service is availed
   • Missed appointments are non-refundable
   • If ERC cancels, patient can:
     1. Reschedule, or
     2. Request a refund
3. Surgeries & Medical Procedures
   • Payments are non-refundable after the procedure is completed
   • Cancellation before surgery:
     1. Refund may be processed after deducting applicable charges
   • Refunds are not based on medical outcomes, as results vary individually

6. How to Raise a Return or Refund Request

1. Contact Us

   Email support@erclens.com, call +91 84960 06644, or WhatsApp +91 84867 94660 with your order or appointment details.

2. Submit Proof

   Share your original bill or order confirmation, along with photos of the product (if applicable) and a brief description of the issue.

3. Review

   Our team will review your request within 2 working days. Surgical or medical cases may be escalated to our Medical Director.

4. Resolution

   Once approved, your return, exchange, or refund will be processed as per the timeline in Section 08

7. Cancellation Policy

• Appointments can be cancelled/rescheduled up to 24 hours in advance
• Late cancellations may not be eligible for refunds

8. Payment & Refund Process

• Refunds will be processed via the original payment method

Refund Timeline

9. Quality Assurance

We are committed to resolving concerns fairly. All return/refund requests are subject to:

• Verification
• Internal quality checks
• Policy compliance