Return, Refund and Exchange Policy at Auraview, we value every customer and strive to provide the best eyewear experience. To ensure fairness and transparency, we offer a 7-Day Conditional Return, Refund and Exchange Policy. 1. General Conditions Returns/Exchanges are accepted within 7 days of delivery. Products must be: Unused and in original condition. With invoice, case, product tags, and all accessories. Accompanied by an unboxing video (mandatory for any damage/missing product claims). Auraview reserves the right to deny return/exchange/refund if products are found used, damaged due to misuse, or incomplete. Once a product is exchanged or refunded, the order becomes final sale (no further action possible).
2. Refund Policy Frames Only (Non-Discounted Orders): Refunds to bank account are not available. Customers receive Store Credit only, issued 1–5 days after we receive the returned product. Wrong / Faulty / Missing Product: Refund to bank account is applicable only if Auraview delivers: Wrong product, or Faulty/damaged product, or Missing item. Unboxing video is mandatory in this case for approval. If invoice/tags/video are missing → refund/store credit is not provided. Discounted/Promotional Orders: No returns, refunds, or exchanges. Store credits/gift cards are not issued for discounted items. Cash on Delivery (COD) Orders: Eligible only for Store Credit, not bank refund.
3. Exchange Policy Frames Only (No Lenses): Exchange allowed within 7 days of delivery. Customer pays only forward + reverse shipping charge (~₹120–₹150). We offer hassle-free exchange policy on both Frame Only and Frame + Lens products. However, exchanges are applicable only under the conditions mentioned. Please note: We do not charge any convenience fee or packaging fee. Only the actual shipping charges (as per courier rate) will be applicable. Frames with Prescription Lenses (Customized Orders): Refund is not applicable. Only one-time exchange of the frame is allowed. Lenses are non-refundable and non-replaceable. Your original lenses will be re-fitted into the new frame if size allows. If the new frame is smaller, lenses may be trimmed. If the new frame is larger, exchange is not possible (lenses cannot be enlarged). The replacement frame must be of equal or higher value (no credit/refund for cheaper frames). After one exchange, the order becomes final sale. Exchange Timeline: Reverse pickup: 5–7 days (depending on pincode). Forward delivery: 3–7 days. Processing: 1–3 days. Total: 10–15 working days approx.
4. Xtend Policy (Special Case) Auraview offers an Xtend Policy to help if frame fit/size is wrong. Frame Only Orders: Exchange allowed if the frame is too big/small. Frame + Lens Orders on exchange: If lenses fit the new frame, they will be re-used. If lenses cannot fit (larger frame), only the frame will be exchanged. No refunds under Xtend.
5. Prescription Lens Policy If customer uploads the wrong prescription: Before we start process* → prescription can be corrected free. After dispatch → customer must pay: Lens remake charges, plus Forward and reverse courier charges. If customer uploads correct prescription but finds blurry vision: Auraview is not responsible (issue may be with doctor’s prescription). No refund provided.
6. Shipping Policy Orders are shipped within 48 hours of placement. Delivery usually takes 2–10 working days, depending on location. Lens/customized orders take an additional 2–5 days to process. Delays due to logistics partners are not grounds for refund. Shipping is free on prepaid orders. COD orders may carry a handling fee.
7. Important Notes No returns/refunds/exchanges on: Discounted or sale items, Lenses (prescription or zero-power), Accessories (cases, cleaning kits, boxes, etc.), International orders. Store Credit (Gift Card) is valid for 12 months from issue date. Tampered packaging at delivery → please refuse the order and report immediately. If wrong product is returned by customer, Auraview holds no responsibility. Cancellation before dispatch may carry a convenience fee of ₹200 (for prepaid orders) on only frame purchased and if purchased frame with lens then in this case no cancellation of orders or refunds. Auraview is not liable for product breakage/damage after acceptance or use. All legal disputes fall under Sri Ganganagar, Rajasthan jurisdiction only.
If you have any questions or concerns about our return and refund policy, please reach out to our customer service team at: Email: [officialauraview@gmail.com] Phone: [+91 8114466833] Enter you Name, Email, Contact Number with your Order Number starting with # in message section and any suggestions/experience if you want to share.
Disclaimer* If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Disclaimer* Under any circumstances if the order is not delivered to the customer and still showing status as delivered kindly inform us within 24hrs of delivery message so that we can raise with the Shipping partner as afterwards no action can be taken.
Disclaimer* A valid unboxing video is required for claims of defective, wrong, or damaged product within 24 hours of delivery.