Refund & Exchange

Refund Eligibility

• Eyeglasses/Powered Sunglasses - Within 14 days from the date of delivery / collection from store

• Sunglasses - Within 7 days from the date of delivery / collection from store

Non-Refundable products

• If frame engraving is opted for then the frame cannot be returned 
• Lens solution, case & accessories 
• Insurance
  

Policy exclusions

• Refund will not be allowed in case there are:

• Scratches on frame/lens (which were not present at the time of delivery)

• Damages due to mishandling post delivery

• Store credit, once taken, cannot be converted to refund

• Exchange, once opted, cannot be converted to refund

Scenarios which are repairable and not refundable

• Alignment issues: these can be rectified instantly at any nearest ELUNO store

• Cleaning requirements

• Fitment issues - adjustment can be done at any nearby store, free of cost

The Return Process

Contact the customer care number or visit the nearest ELUNO store to return the product

• The products(s) will then be checked for quality & verified. Wrong/Damaged items & empty returns will not be proceeded.

• Post the quality check, the exchange will automatically be processed or the refund will automatically be initiated within 5 to 7 business days.

Store Credit

This is an amount issued in lieu of the order returned to us and is credited in your registered number.
1 store credit = ₹1
Store credit can be against the purchase of any future products 

Refund To Source

• You will get a refund back to the original source of payment through which the product was purchased.

• The amount will be credited to your account in:

1. 5 to 7 business days in case of wallets/debit card payment.

2. 7-10 days in case of credit card payment.

• Note: The amount will be credited only once the product has reached us and the quality check has been done.

• If the amount is paid using a combination of store credit & online payment, then the respective amount will be added to your store credit & the original payment mode.

E.g. If you paid ₹100 using store credit & ₹1500 through a debit card/other payment mode, then the amount i.e. ₹100 & ₹1500 will be refunded to your store credit & debit card/other payment mode respectively.

Refund (for cash transactions only - Cash on Delivery on online or store orders)
You will be asked for bank details and amount will be refunded in that account. 

• The amount will be credited to your account in 5 to 7 business days 

Terms & Conditions

• Refund will only be initiated after the product is received at our warehouse & has passed the requisite quality check.

• If you select the option of Store Credit while filing a return request, you will not be able to change it later. The store credit cannot be changed to cash refund.

 

WARRANTY POLICY

• The warranty coverage mentioned in the policy and table is applicable only for manufacturing defects identified during product evaluation. Warranty does not cover damage caused due to customer handling, accidental drops, impact, pressure, misuse, or normal wear and tear.
  All warranty claims are subject to inspection and validation by the ELUNO expert team. If the issue is found to be customer-induced or falls under policy exclusions, the request will not be considered for warranty replacement or exchange, even if the issue type and duration appear covered in the table.

Policy exclusions

• Frame breakages including temples, hinges, nose bridge etc

• Lens breakages/ cracks/ chipping off/ thickness

• Scratches on lens or frame

• Any fitment or size related issues (covered only within 14 days under No question asked policy)

• Change in eye powers (covered only within 14 days under No question asked policy)

• Temple sleeves falling out

• Misprinting of brand LOGO

• Any other wear and tear

• Clip on falling off

Issues which are repairable and hence excluded from warranty. These issues are attended to real time (free of cost)

• Frame screw loose/ missing

• Misalignment

• Lens popping out/ falling out of frame

• Nose pad replacement/ fallen out

• Loose fitment

How to claim warranty

• Customers are required to submit 3-4 clear pictures of the product along with their order Id and contact details to the whatsapp number or visit the nearest ELUNO store. 

• The team will review the claim and revert within 24 to 48 working hours

• The complete warranty claim process involves validation of defects through the expert team and hence the complete process could take 5-7 working days. Updates and status/ clarification on your claim shall be shared via whatsapp or over call

• For issues which are repairable, customers are required to visit any of the nearby stores and claim repair services Free Of Cost. These type of issues are not covered in warranty

• In case insurance was purchased with the order and customers wish to claim the same, they are advised to visit the nearest store along with KYC document (aadhar card, passport etc). Refer to Insurance policy for all details and coverage

• As your eyeglasses are a product of daily usage, kindly follow the cleaning and maintenance protocol such as -

• Never keep glasses lens down

• Always use case for storage

• Always use selvet for cleaning

• Use lens cleaner and not any other liquid

Other terms and conditions

• The above policy is applicable for all products including eyeglasses and sunglasses. Products such as lens cleaner, cases etc are not covered under warranty.

• Warranty period starts from the date of product delivery/product pickup

• Warranty for an exchange order is limited to the period of master order only and will not get refreshed

• Once warranty is approved, customers should be able to place an exchange order for any product and lens package combination restricted to the value of master order. 

• In case the same frame or lens package is not available, the company shall not be responsible. If a different frame or lens package is selected with a higher cost, the difference amount will not be borne by the company. Similarly, if the exchange order cost is lower than the master order, the balance amount will be refunded.

• Refund request shall not be entertained in any scenario during warranty period

• Store credits will not be allotted in lieu of exchange. The customer can only place an exchange order