Refund and Returns Policy

Last updated: 19 August 2026

At Roop Eye Care we want you to love what you see. If something isn’t right with your order, this policy explains when you can return it, how refunds work, and how long everything takes.

1. Return Window

You may raise a return or exchange request within 7 days of delivery. Once 7 days have passed, we’re unfortunately unable to offer a refund or exchange.

2. Eligibility for a Return

To be eligible, your item must be:

  • Unused, unworn and free from scratches
  • In its original condition with all tags intact
  • Returned with the original packaging, case, cleaning cloth and any free gifts
  • Accompanied by the invoice or proof of purchase

3. Items We Cannot Accept

  • Prescription (powered) lenses and custom-fitted eyewear — these are made to your specification
  • Contact lenses once the seal or blister pack is opened, for hygiene reasons
  • Contact lens solutions, eye drops and other personal-care products that have been opened
  • Gift cards and vouchers
  • Products damaged by misuse, accident, or normal wear and tear
  • Items marked “Final Sale” or bought during clearance

4. Damaged, Defective or Wrong Item

If your order arrives broken, defective, or is not what you ordered, please contact us within 48 hours of delivery with photos of the product and the outer packaging. We’ll arrange a free replacement or a full refund — including any shipping you paid.

An unboxing video helps us process such claims much faster, so we recommend recording one while opening the parcel.

5. How to Request a Return

  • Step 1: WhatsApp or call us on +91 92642 64242 with your order number and reason for return.
  • Step 2: Our team confirms your request and shares the return address or arranges a pickup, wherever the service is available.
  • Step 3: Pack the item securely with all original contents and hand it over to the courier.
  • Step 4: Once we receive and inspect the item, we notify you of approval by email.

Please do not ship any item back to us before your return has been approved, and never send it directly to the manufacturer.

6. Refunds

Approved refunds are processed to your original payment method within 5–7 business days. Depending on your bank or card issuer, it may take another 3–5 days to reflect in your account.

For Cash on Delivery orders, refunds are issued by bank transfer once you share your account details with us.

7. Late or Missing Refunds

If you haven’t received your refund yet, please check your bank account again, then contact your card company or bank — processing time on their side can vary. If you’ve done all of this and still have not received your refund, reach out to us on WhatsApp and we’ll chase it for you.

8. Exchanges

We replace items only if they are defective, damaged, or the wrong product was delivered. If you’d like a different frame or colour instead, simply return the eligible item for a refund and place a fresh order.

9. Return Shipping

  • Return shipping for a change of mind is borne by the customer, and original shipping charges are non-refundable.
  • Return shipping for a damaged, defective or incorrect item is fully covered by us.
  • We recommend a trackable courier service. We can’t be responsible for parcels lost in transit back to us.

10. Order Cancellation

Orders can be cancelled free of charge any time before they are dispatched. Once an order has shipped, it must be handled through the return process above.

11. Need Help?

We’re happy to help with anything related to a return or refund.

  • Phone / WhatsApp: +91 92642 64242
  • Store address: 6, Ravindra Path, B Block, Sri Ganganagar, Rajasthan – 335001
  • Hours: Open daily, 9:30 AM – 9:30 PM