Cancellation & Returns
How to cancel an order, return an item, or exchange it. For how the money comes back and how long it takes, see our Refund Policy.
Cancelling an order
- You can cancel within 24 hours of placing the order and before it has been dispatched. Call or WhatsApp +91 75750 01691, or email contact@chashmish.com with your order number.
- Prescription orders go into production as soon as the prescription is confirmed. Once cutting has begun the lenses are specific to you and the order can no longer be cancelled. Please check the power, lens type and any coating carefully before you order.
- A cancelled order is refunded to the original payment method, less the charges the payment already incurred: 3.5% payment gateway fee and 2% platform fee. Neither is refundable to us once a payment has gone through, so neither can be returned to you. Everything else comes back.
- If we cancel the order, if the payment failed, or if the item was defective, you are refunded in full with nothing deducted. The two fees above apply only to a cancellation you ask for.
Cancellation by us
We may occasionally have to refuse or cancel an order — stock that has run out, a pricing or listing error, a prescription we cannot safely dispense, or a payment our processor flags. If that happens we will tell you and refund you in full. We may also ask for more information before accepting an order.
Returns — 30 days, orders within India
If an order arrives damaged, faulty, or is not what you ordered, you can return it within 30 days of delivery, provided you reported the problem within 48 hours (see the Refund Policy).
- The item must be unused and in the condition you received it, in its original packaging, with the invoice.
- We arrange the collection from your address. You pay nothing to send a faulty item back.
- Every return is inspected before a refund or credit is issued.
Exchanges — 7 days, store credit
If you are simply unhappy with a frame, you can exchange it within 7 days of delivery for store credit. The credit does not expire and can be put towards any future purchase; if the new frame costs more, you pay the difference, and anything left over stays on your account.
On an exchange — as opposed to a fault — the return shipping is yours to pay.
Prescription lenses cannot be exchanged, for the same reason they cannot be returned: they are made to your power alone.
Before you return it, try a studio
Discomfort is very often fit rather than the frame. Bring it into any of our studios and we will adjust it while you wait, at no charge — Naranpura, Bopal, or Eye Crony Optics in Shela. Details are on Find a Studio.
Orders delivered outside India
We do not accept returns or exchanges on international orders except where the item is defective. Report a defect within 48 hours of delivery and return it unused, in its original packaging, with the invoice.
Contact
Phone and WhatsApp: +91 75750 01691
Email: contact@chashmish.com