Refund policy

At Neema Opticals, customer satisfaction is our priority. We strive to provide high-quality eyewear and exceptional service. If you are not fully satisfied with your purchase, please read our return and exchange policy carefully.

You may be eligible for a return or exchange under the following conditions:

✅ The return request is made within 7 days of purchase/ delivered date

✅ The product is unused, undamaged, and in its original packaging with all accessories and bills.

✅ The original bill, warranty card, box, and any other included items must be returned.

✅ The issue is due to a manufacturing defect or incorrect prescription lenses (if provided by us).

✅ Frames can be exchanged if there is a fitting issue, but lenses are non-refundable unless there is a defect.

❌ Custom-made prescription lenses (as they are specially crafted for your vision).

❌ Products damaged due to mishandling after purchase.

❌ Contact lenses, contact lens solutions, lens cleaners,reading glasses and watches are non-returnable unless there is a manufacturing defect.

Items sent back to us without first requesting a return will not be accepted.

 Contact us for any return question at neemaoptical@gmail.com or via our official WhatsApp Number (+91 9148962967)

 We offer two return options:

• Customers can courier the product to our store for a faster process to this address:

Neema Opticals 

Ground Floor, MIG 57 W no 31, SV Tower, Infantry Road, Ballari 583104

(Landmark: Opp Reliance Digital/Croma)

Ph: 9148962967/8861792967 ”

• The product must be neatly packed with all original items (box, bill, warranty card, etc.).

• Courier must be done within 2 working days of informing us about the return.

• Customers must WhatsApp or email the courier receipt/details to us after dispatch.

• If the courier receipt is not shared, Neema Opticals will not be responsible for lost shipments.

• After receiving the product, we will inspect it for damages or usage before processing the refund.

• Courier charges will not be deducted from the refund amount, but some nominal charges might be deducted from the refund amount.

• Refund/exchange will be processed within 5-7 working days after inspection.

• We can initiate a return pickup request, but this process may take longer due to logistics.

• Return charges may be deducted from the refund. (Please contact us, if you want to know the approximate deduction amount)

• The return pickup facility is subject to availability in your area.

• The product must be properly packed with all original items.

• ⁠If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

• Refund/exchange will be processed only after we receive and inspect the product, which may take additional time compared to Option 1.

• After receiving the product, our team will inspect it for damages and verify its condition.

• If approved, refunds will be processed within 7- 10 working days via the original payment method or as store credit or we may contact you for other methods.

• If the product is found to be damaged, used, or missing original items, the return may be denied or a partial refund may be issued.

• For exchanges: Customers can choose a different product of the same or higher value by paying the difference.

• For defective products: We will replace them with a new one at no additional cost.

5. Prescription Spectacle Lens Return & Refund Policy

Prescription spectacle lenses are custom-made products manufactured specifically according to the customer's prescription and requirements. Therefore, all prescription lenses are generally non-returnable, non-refundable, and non-cancellable, including orders placed through Partial COD.

Exceptions may be considered only under the following circumstances:

• The lens power supplied does not match the prescription provided by the customer.
• An incorrect lens product, coating, index, or specification was supplied by Neema Opticals.
• The lenses are received with manufacturing defects, scratches, coating defects, damages, or quality issues.

In such cases, the customer must notify Neema Opticals within 7 days of delivery and may be required to return the lenses/product for inspection.

All returned lenses will be thoroughly inspected by our team. Refunds, replacements, or corrections will be approved only if the issue is verified and found to be due to an error, defect, or fault attributable to Neema Opticals or the manufacturer.

If the lenses are found to have been manufactured correctly as per the prescription and specifications provided by the customer, and no manufacturing defect or damage is identified, the return, refund, or replacement request may be declined.

Any approved refund or replacement will be processed only after successful inspection and verification by Neema Opticals.

If the customer's prescription changes after placing the order, or if an incorrect prescription is submitted by the customer, they must inform Neema Opticals as soon as possible via Whatsapp/Email. We may be able to change or remake the lenses; however, additional charges may apply depending on the lens type, product, and manufacturing stage. Any applicable charges will be communicated to the customer before proceeding.

• Frames and lenses with manufacturer defects are covered under warranty (as per brand policy).

• Physical damage or breakage due to mishandling is not covered under warranty.

     1. For courier returns: Send the product to our store/shipping address mentioned above. 

     2. For return requests from us: Contact us to check availability.

     3. Our team will inspect the product upon arrival.

     4. If eligible, we will process the refund or exchange.

• Return shipping, pickup, reshipping, handling, payment processing, and other nominal logistics charges (collectively referred to as "to & fro charges") may apply depending on the product, delivery location, courier serviceability, payment method, and return method chosen.

• In most cases, the total applicable charges may range from ₹200 to ₹499, including any nominal handling, logistics, payment processing, and transaction charges. The exact amount will depend on the delivery location, product, courier costs, and return method selected. (Note: For Domestic orders only).

• In rare cases where the applicable charges are expected to exceed ₹499, the customer will be informed in advance and their confirmation will be obtained before proceeding.

• If the customer chooses to arrange and pay for the return courier themselves (Option 1 – Return by Courier), no additional return pickup charges will be deducted by Neema Opticals. However, any applicable reshipping charges for exchanges may still apply.

• Any applicable courier, pickup, reshipping, handling, logistics, payment processing, or transaction charges may be deducted from the refund amount or collected separately, as communicated to the customer during the return/exchange process.

Return policy for all Contact Lenses and Solutions sold.

• No returns will be accepted unless the product has a manufacturing defect or a genuine issue.
• Do not accept the parcel if the seal is broken or tampered. The company will not be responsible for any claims if the parcel is accepted with a broken seal.
• An unboxing video is mandatory for any return or replacement request.

 

Partial Cash on Delivery (COD) Policy

To ensure smooth order processing and reduce fraudulent or fake orders, selected orders may require a partial advance payment at the time of placing the order. The remaining balance can be paid in cash upon delivery.

Terms & Conditions

1. The advance payment is mandatory for orders where Partial COD is applicable. Orders will be processed only after the advance payment is successfully received.

2. The remaining balance must be paid to the delivery partner at the time of delivery.

3. Please ensure someone is available to receive the shipment. Failure to accept the parcel may result in cancellation of the order.

4. If the order is cancelled by the customer after dispatch, or if the parcel is refused, rejected, or remains undelivered due to customer unavailability or incorrect address, the advance payment will be refunded after deducting applicable courier charges, return shipping charges, payment gateway fees, and other processing expenses incurred by us.

5. If the parcel is cancelled before dispatch, the advance payment will generally be refunded in full, subject to deduction of any non-refundable payment gateway or transaction charges, if applicable.

6. Refunds, wherever applicable, will be processed to the original payment method within 5–10 business days after the returned shipment is received and verified.

7. Orders for customized products, prescription lenses, or specially sourced items may not be eligible for cancellation or refund once processing has begun.

8. Neema Opticals reserves the right to enable, disable, or refuse Partial COD for any order based on product type, delivery location, order value, or previous order history.

 

Product Unavailability / Order Cancellation Due to Stock Issues

In rare cases, due to product unavailability, inventory discrepancies, system errors, supplier issues, or human errors, if an order has been placed and payment has been successfully made, Neema Opticals reserves the right to cancel the order. In such situations, the customer will be promptly notified, and a full refund will be issued without any deductions. The refund will be processed as soon as possible through the original payment method or the best available payment option.

Where possible, Neema Opticals may attempt to arrange the ordered product, offer an alternative product, suggest a suitable replacement, or provide an estimated delivery timeline. Such options will be communicated to the customer via WhatsApp, email, phone call, or any other available communication method.

If the customer agrees to the proposed alternative, replacement, revised delivery timeline, or special arrangement, and Neema Opticals is able to fulfill the same, the order will continue as mutually agreed. Any such agreement communicated and accepted by both parties through WhatsApp, email, or other written communication shall be considered valid confirmation to proceed with the order.

Order Cancellation Policy:

• If an order is cancelled before it has been shipped, dispatched, or a pickup request has been generated, the customer will receive a full refund of the amount paid, with no deductions. (Note: Only for Eligible Refundable Products)

• If an order is cancelled after shipment, dispatch, pickup generation, or any logistics process has been initiated, any shipping, courier, handling, payment processing, or other charges incurred by Neema Opticals may be deducted from the refund amount.

• This policy applies to all orders, including Partial COD orders. Any non-refundable charges incurred by Neema Opticals after order processing, shipment booking, or pickup generation may be deducted from the refundable amount.

• In cases where deductions are applicable, the customer may contact us for details regarding the charges incurred.

Note: If more than 15 business days have passed since we’ve approved your return, please contact us at neemaoptical@gmail.com or via WhatsApp (+91 9148962967)