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Returns, Replacements, Exchange and Cancellation Policy
We provide a high level of after sales service, which includes a guaranteed Return Policy subject to below mentioned terms and conditions.
At theframekart.com, returns and exchanges are made easy. We do our best to make returns and exchanges as easy as possible. We are pretty confident that you'll love our product.
We strive to offer a seamless buying experience to our customers. With this, we have a very smooth full & partial cancellation policy set for our customers as below:
- In case of Prescription/Zero Power Eyeglasses, Power Sunglasses & Contact Lenses, order can be cancelled before the order is processed (Usually within 12 hours after the order is placed.) Acceptance of the cancellation requests post this time, will be completely at the discretion of TwinEyewear.com management team based on the status of the order.
- In case of Sunglasses, Spherical/Zero power contact lenses, order cancellation are allowed only till the order is dispatched from our warehouse. Post-dispatch no cancellation is allowed.
Cancellation requests will only be accepted by e-mail. Customers are requested to send an e-mail to hello@TwinEyewear.com with Order ID mentioned in the e-mail subject to raise a request for cancellation.
Once the cancellation request is accepted by TwinEyewear.com, the customer will receive a notification regarding the order cancellation & order amount will be refunded back to the original payment method used initially, after deducting payment gateway and handling charges if applicable. Please allow for up to 10 to 15 days for the refund transfer to be completed.
Unethical Purchase & Cancellation Policy
- In case of any purchase made through unethical means; by taking advantage of a technical glitch; or by misusing the offer terms/guidelines/codes - the particular order/s will be cancelled whatsoever and TwinEyewear.com will not be liable to pay any refund to the customers in all such cases.
- Also, if it is observed that a user is placing multiple/bulk orders and is also returning/cancelling the same; TwinEyewear.com reserves the right to charge a substantial return/cancellation fee from the user - which could also be the entire order amount, hence, no refund will be processed.
- At any point of time, if TwinEyewear.com finds that the TwinEyewear Cash has been misused by a customer by falsifying the Email Id or Mobile Number; TwinEyewear.com will cancel the order and no refund will be paid.
Returns, Exchanges & Refund Policy:
We strive to meet customer’s expectations, to make efforts to ensure all orders placed are delivered as per the specifications of our customer’s order and to stick to the timelines for shipping and delivery.
Refund and Exchange Information:
Returns/Replacements/Refund requests will only be accepted by e-mail. Customers are requested to send an e-mail to hello@TwinEyewear.com with Order ID mentioned in the e-mail subject to raise a request for Return/Exchange/ Refund. If the complaint or request falls under the above-mentioned cases, our Returns team will be initializing the return process within 24-48 hours and will be notifying you regarding the same.
- The Return request must be raised within 14 (fourteen) days of the receipt of the products from our Website.
- Post return request is accepted, customers are required to pack the entire product including packing material, invoice, all accessories and keep it ready for pick up.
- Post receiving the return order, our QC team will verify if the product has not been used and is in good condition for further sale & if all the items have been sent back. In case product is found damaged or in used condition or any accessory is missing, TwinEyewear.com has the rights to deny replacement/refund to the customer.
- In case of Eyeglasses/Prescription Sunglasses, no return/refund will be offered if wrong prescription values are entered at the time of order placement.
- Ensure that the return package is appropriately sealed and sent to the TwinEyewear.com as any damage in transit will continue to be your responsibility and this policy will cease to be applicable.
- Your return will be reviewed by a dedicated team of the Company, and their decision will be final as to accepting or rejecting your request.
Based on the inspection and verification of the product by our QC team, TwinEyewear.com reserves the complete rights and at its sole discretion can either provide replacement or refund.
- In case of refund, order amount will be refunded back to the payment solution used initially, after deducting payment gateway, shipping and handling charges if applicable. Please allow for up to 20 days for the refund transfer to be completed.
If we are unable to accept your return or exchange, we will send your items back to you and explain the reason for refusal.
Following are the additional requirements for specific products:
- Ensure no scratches are made. The frames should not be bent or twisted. All screws and any embedment should remain intact and must be returned with all the original box, instructions, guarantee and any other extras or complimentary offers, if any.
- The refund return or exchange process will be initiated only after we have received the product/s in the condition as mentioned above.
- As stated, customer could either get a refund of cash or exchange it for a voucher. If this is not applicable, customer could exchange the purchased product for a different product of the same value or a higher value (where you will be liable to pay the difference between the previous product and the new product). No difference will be paid in case the exchange is made for a product of a lower value. The option will be communicated either via an e-mail provided by customer to us or through a contact number which You have notified us. The Company is not responsible for any incorrect or mis-leading contact details. You will have a period of 5 (seven) days to confirm Your decision to us. In the event we do not receive any communication from You then your opportunity to obtain a refund, return or exchange will lapse.
Warranty Policy | Terms & Conditions
One Year Warranty is applicable on relevant products & warranty period starts from the date of delivery. This warranty is not applicable on damages resulting from any sort of negligence, mishandling, accidents, corrosion or rust, and loss of components or accessories on the customer's part. This warranty is valid only when you buy through TwinEyewear.com. A product will only be replaced by tohuamns.com on its sole discretion depending on the nature of defects. TwinEyewear.com will not be accountable for payments or refund against any incidental or consequential damages.
Apart from these, in the case the original manufacturers/producer/reseller provide any specific warranty, then, those will be applicable subject to Your compliance with the warranty terms mentioned therein. With respect to the warranty offered by the original manufacturer /producer/reseller, the Company would not be responsible or liable for the same. Your claims will have to be raised with the original manufacturer /producer/reseller. If feasible, the Company may provide reasonable assistance in this regard.