Refund & cancellation policy

1. Who decides refunds

The fulfilling partner store, OPTOKART operations, and applicable Indian consumer law together determine whether a cancellation, return, or refund is approved. OPTOKART processes approved refunds through the original payment channel (e.g. Razorpay to your card/UPI/wallet). We cannot override a legitimate partner refusal where the law permits (for example, after custom lenses are cut to your prescription).

2. Before lenses are made — cancellation

• If your order is paid but not yet in production (partner has not started lens cutting/fitting), contact us promptly — we will try to cancel before work begins.
• Once production starts, cancellation may no longer be possible; a partial refund may apply only if the partner agrees and no irreversible lab work was done.
• Orders placed with incorrect prescription values that you verified at checkout are treated as custom orders once processing starts.

3. Eligible returns & refunds

• Defective, damaged, or wrong item — report within 7 days of delivery or pickup with photos, your order id, and a description of the issue. We and the store will arrange repair, exchange, or full/partial refund as appropriate.
• Non-prescription accessories — unopened, unused items may be returnable within the partner's stated window if resaleable; confirm on the product page or receipt.
• Custom prescription lenses & coated work — generally not returnable for change-of-mind after cutting, coating, or fitting. Refunds apply for proven manufacturing defects or partner service failure.
• Frame-only orders — may be returnable if unused and in original condition, subject to partner restocking rules.

4. Non-refundable situations

• Change of mind after custom lens work has started or completed.
• Damage caused after delivery through misuse or accident.
• Prescription errors you confirmed at checkout (unless the partner made a transcription error).
• Home-trial or in-store trial services once the partner has reserved stock or visited your address.
• Promotional or final-sale items marked non-returnable at purchase.

5. How refunds are paid

Approved refunds are credited to the same payment method used at checkout wherever technically possible. Timelines depend on Razorpay, your bank, and card network — typically 5–10 business days in India, sometimes longer for weekends or bank holidays. Partial refunds may apply if only part of an order is returned or if restocking/delivery fees are deducted per partner policy.

6. Pick-up, delivery & trials

For store pickup, home delivery, or trial bookings, the partner's local return window and restocking rules apply in addition to this policy. Delivery OTP confirmation is evidence of handover unless you report an issue within 24 hours.

7. How to request a refund — step by step

1. Sign in (or use the email/phone on your order) and note your order id from the confirmation email or Profile → Orders in the app.
2. Open Support or email support@optokart.com with subject line: Refund — [order id].
3. Include: reason for request, photos of product/packaging if damaged or wrong, and whether you prefer exchange or refund.
4. Our team and the partner store will review within 2–3 business days and reply with next steps (return shipping label, store visit, or on-site pickup where applicable).
5. Do not discard original packaging until your case is closed. For open disputes on delivered orders, see order dispute rules in our Policy hub.

8. Chargebacks

If you dispute a charge with your bank before contacting us, we may pause fulfilment and share order records with Razorpay and the payment network. We recommend using the support process above first for faster resolution.

9. Contact

Contact OPTOKART · support@optokart.com · Raise a support ticket