Refund policy

Return, Refund & Cancellation Policy

At Koco Lenses, customer satisfaction is important to us. Please read our policy carefully before placing an order.

Cancellation Policy

Orders may be cancelled within:

  • 2 hours of placing the order, or
  • Before the order is dispatched,

whichever occurs first.

Once an order has been shipped, it cannot be cancelled.

If an order is successfully cancelled before dispatch, a full refund will be processed to the original payment method.

Return Policy

Due to hygiene and safety regulations, opened, used, or unsealed contact lenses cannot be returned or exchanged.

We accept return requests only under the following circumstances:

  • The product received is damaged.
  • The wrong product was delivered.
  • The product has a manufacturing defect.
  • The package is received in a tampered condition.

Return Request Window

Customers must report any issue within 48 hours of delivery.

To process a return request, we may require:

  • Clear photographs of the product.
  • Images of the packaging.
  • An unboxing video (recommended).

Failure to report the issue within the specified timeframe may result in the request being declined.

Exchange Policy

Eligible exchanges will be provided for:

  • Wrong color received.
  • Wrong lens power received due to our fulfillment error.
  • Damaged or defective products.

All exchanges are subject to product availability.

If the requested replacement is unavailable, a refund or store credit may be offered at our discretion.

Non-Returnable Products

The following items are not eligible for return, exchange, or refund:

  • Opened lens boxes.
  • Used contact lenses.
  • Products damaged due to misuse or improper handling.
  • Orders placed incorrectly by the customer (wrong color, power, or variant selected) after shipment.
  • Products returned without original packaging.

Refund Policy

Refunds may be approved in the following cases:

  • The ordered item is unavailable.
  • A replacement cannot be provided.
  • The order is cancelled before shipment.
  • A verified manufacturing defect is found.
  • A wrong or damaged product is delivered and replacement is unavailable.

Refund Processing Time

  • Approved refunds will be processed within 5–7 business days.
  • Refunds will be credited to the original payment method used for the purchase.
  • Bank and payment gateway processing times may vary.

Cash on Delivery (COD) Orders

For COD orders, approved refunds will be processed through:

  • Bank Transfer
  • UPI
  • Store Credit

Customers may be required to provide valid bank account or UPI details for refund processing.

Authenticity & Quality Guarantee

We stand behind the quality and authenticity of every product we sell. If you receive a damaged, defective, or incorrect product, we will provide a replacement at no additional cost, subject to verification.

Quick Summary

✅ Free replacement for damaged, defective, or incorrect products

✅ 48-hour reporting window after delivery

✅ No returns on opened or used contact lenses

✅ Order cancellation allowed before dispatch

✅ Refunds processed within 5–7 business days

✅ Easy WhatsApp and customer support assistance for claims