Refund policy

Refund & Order Cancellation Policy

Refund Policy
Please note that we do not offer refunds under any circumstances. Due to the nature of the product (contact lenses), all sales are final. We request our customers to carefully review the product details before placing an order. If you face any issues with visibility or comfort, you may contact our support team for assistance, but a refund will not be issued.

Order Cancellation Policy

Cancellation Before Shipment
Orders can be cancelled within 24 hours of purchase by contacting us at Softlenses (Monday to Friday, 9:00 AM to 5:30 PM). Once the order is processed or dispatched, cancellation will no longer be possible. In case of prepaid orders, we may offer store credit or a coupon for future purchases on a case-by-case basis.

Cancellation After Shipment

Once your order has been shipped, it cannot be cancelled. We encourage you to confirm your purchase carefully before completing your order.

Cash on Delivery (COD) Orders
For COD orders, you can refuse delivery at the time of arrival by providing the OTP sent to your registered mobile number. Please note, refusal of delivery may affect your eligibility for future COD orders.

Exchange and Return

We will exchange and provide a full refund in case of the wrong product delivery. We can only accept returns if the lenses are found to be factory defective which is claimed within 7 days from the day of purchase. If purchaser does not report defection within 7 days after purchase at the offline store or after receipt of shipment of online order, exchange/refund is not possible for any reason. A product can be exchanged only ONCE through the course of an order.

For Exchange and Return, customers need to born Pickup & Re-shipping charges which is Rs.160/- all over India In case of any factory defect, we will exchange them free of charge. Defective contact lenses may only be exchanged for the same lens model, colour and prescription.

Contact us within 7 days from the receipt of your shipment by logging into your account. Include the complete packaging of your shipment. Exchange only possible when it is sealed. Shipping charges of both sides will be borne by consignee itself.
We do not entertain returns, only exchange will be done.

Please note that any defective lenses must be returned before we can exchange them Insured shipments damaged by the Carrier are not subject to refund. We recommend that you do not accept deliveries which are obviously damaged.

Exchange/Return will not be accepted under the following conditions

Product is damaged due to misuse and mishandling In case you don’t like the color The powers you have ordered are not suitable for your eyes. We recommend that you consult with your Eye Care professional BEFORE ordering from our store Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged Blister Pack/Bottle is tampered If request is initiated after 7 days of order delivery Free product/gift Customized orders Please note in special cases if returns or exchanges are made after 7 days from purchase, are eligible for online credit points or coupon code only. Every Exchange and Return, customers need to born Pickup & Re-shipping charges which is Rs.160/- all over India.

Important Disclaimer for Yearly Lenses

Customers are strongly advised to consult an eye care professional before purchasing or using yearly contact lenses.

The durability and lifespan of yearly lenses may vary from person to person based on usage, hygiene, eye condition, and care routine.

While these lenses are designed to last up to one year, this duration is not guaranteed for every user.

Soft Lenses⁠ shall not be held responsible if the lenses do not last for the full one-year period.

No exchange or refund will be provided in such cases.