Cancellation & Refund Policy
Cancelling an order
You can cancel an order before it is dispatched by contacting us at ekayretail@gmail.com or +91 81139 15991. Once lenses have been cut to your prescription, the lenses cannot be cancelled, because they are made only for you.
Returns
You can return an item within 7 days of delivery if:
- it is unused, undamaged and in its original packaging with all tags and accessories; and
- it is not in the list of items we cannot take back, below.
Items we cannot take back
- Prescription lenses made to your power, unless they are faulty or we made them incorrectly.
- Opened contact lenses or opened lens solutions, for hygiene reasons. Unopened, sealed boxes can be returned.
- Items damaged through misuse or accident.
If we got it wrong
If your lenses were not made to the power you gave us, or an item is faulty or not what you ordered, we will remake, replace or refund it at no cost to you.
How to return
1. Contact us within 7 days of delivery with your order number and the reason.
2. We will arrange a pickup or give you a return address.
3. Once the item reaches us and passes inspection, we process your refund.
Refunds
- Refunds are made within 10 working days of the returned item passing inspection.
- Cash on Delivery orders are refunded to your bank account or UPI ID, which we will ask for.
- Online payments (when available) are refunded to the original payment method.
- Delivery is free, so there are no delivery charges to deduct.
Warranty
Frames carry 1 Year Warranty against manufacturing defects. This does not cover scratches, breakage from accidents, or normal wear.
Questions
Email ekayretail@gmail.com or call +91 81139 15991 (Mon–Sat, 9 AM – 8 PM).
Last updated 8 October 2026