Vijaya Optical House

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Return & Refunds

Returns, Refunds & Cancellation Policy

Last updated: 26 July 2026

This Returns & Exchange Policy explains how returns, exchanges, refunds, and order cancellations work for orders placed on www.vohopticians.com. It should be read together with VOH's Order & Shipping Policy and Terms & Conditions.

1. Return & Exchange Window

Returns or exchanges may be requested within 48 hours of delivery, subject to the conditions below.

2. Conditions for Return

The product must be unused, undamaged, and in its original condition, with the original case, cleaning cloth, accessories, and invoice.
Products must not show scratches, bent frames, or signs of wear beyond reasonable trial.
All returns are subject to a quality inspection on receipt. Items that fail inspection are shipped back to the customer and no refund is issued.

3. Prescription Lenses — Special Terms

Prescription lenses are custom-made to the individual prescription submitted and cannot be resold, so they are treated differently from stock items:

VOH error (lenses do not match the submitted prescription, or there is a manufacturing defect): VOH will remake the lenses or issue a full refund at no cost to the customer, including return shipping.
Incorrect or outdated prescription submitted by the customer: VOH will offer a one-time lens remake at 60% of the lens price. A full refund is not available for the lens component. The Optical (frame) remains eligible for return under the standard 48-hour window in Section 1.
Adaptation issues (e.g. difficulty adjusting to progressives or a new prescription): contact VOH within the 48-hour window; VOH will assist with verification and offer a remake or exchange as appropriate.
Non-prescription sunglasses, Opticals purchased without lenses, and accessories are eligible for the standard 48-hour return or exchange window in Section 1.

4. Non-Returnable Items

Contact lenses, lens solutions, and other hygiene-sensitive items with opened packaging.
Gift cards.
Items marked "Final Sale" at the time of purchase.
Products damaged due to misuse or unauthorised repair.

5. How to Initiate a Return

VOH does not accept returns at its retail stores for orders placed on the Site. All online returns must be initiated as described below.
Email info@vohopticians.com or WhatsApp +91 91590 55333 with the order number, reason for return, and photographs of the product.
An unboxing video is mandatory for all damage, defect, or incorrect-item claims, in addition to photographs. These claims must be reported within 48 hours of delivery.
For confirmed incorrect-item claims, VOH will dispatch the correct product within 15 days of receiving the wrong item back and verifying the claim.
VOH does not arrange pickup for returns. The customer is responsible for shipping the item back to VOH at Vijaya Optical House, 239–240 Broadway, Prakasam Salai, Chennai – 600 001; VOH reimburses reasonable shipping costs for approved defect claims.
International customers: return shipping is the customer's responsibility, except for verified manufacturing defects or VOH's own error. Customs duties already paid are not refundable by VOH.

6. Refunds

Once a returned item passes inspection, refunds are initiated within 3–5 business days.
Refunds are made to the original payment method and typically reflect within 5–10 business days, depending on the customer's bank or payment provider.
Original shipping charges (if any) are non-refundable, except where the return is due to VOH's error or a defect.
Where preferred, VOH can issue store credit instead of a refund. Store credit carries no expiry date and can be applied to any future purchase.

7. Exchanges

Exchanges are available only for Opticals, sunglasses, and accessories sold from available stock. Items sourced specially for a customer — including special or custom orders — are not eligible for exchange, though they remain eligible for return under Section 2 if defective, or under Section 3 for prescription lens terms.
Eligible exchanges for a different Optical, size, or colour are processed after VOH receives and inspects the original item. If the new item costs more, the customer pays the difference. If it costs less, the difference is issued as store credit — not a cash refund.
One free exchange is available per order within the 48-hour window; subsequent exchanges on the same order may attract shipping charges.

8. Order Cancellation

Cancellation is covered in full in VOH's Order & Shipping Policy, Section 3. In summary:

Once an order is confirmed, it cannot be cancelled for a cash refund.
If the customer still wishes to cancel a non-prescription order before dispatch, VOH issues the order value as store credit with no expiry date, valid against any future purchase.
Prescription orders cannot be cancelled once confirmed, whether for a refund or store credit — lens processing begins immediately after payment; the prescription lens terms in Section 3 above apply after delivery instead.
A defective product or an order that does not match what was placed is not treated as a cancellation — it is handled as a return, replacement, or refund to the original payment method under this policy.
VOH may cancel an order on its own initiative due to stock issues, pricing errors, serviceability constraints, or suspected fraud; a full refund to the original payment method is issued automatically in such cases — this is not store credit.

9. Warranty Claims

All products carry a 1-year manufacturing warranty from the date of delivery, covering defects that appear after the 48-hour return window in Section 1 above.
The warranty covers: missing components; delamination or peeling of lens coating; bubbles or imperfections in lens coating; premature flaking or deterioration of frame coating; and soldering defects.
The warranty does not cover damage from misuse, accidents, normal wear (including scratches), improper cleaning, chemical or heat exposure, or unauthorised repairs or modifications by any third party.
To make a warranty claim, contact info@vohopticians.com with photographs, the order number, and proof of purchase. VOH will require the product to be shipped in for inspection by its technicians.
VOH has sole discretion to determine whether an issue qualifies as a manufacturing defect. Where a claim is confirmed, VOH will replace the product or issue store credit — a cash refund is not available under this warranty.

10. Contact and Grievance Redressal

Vijaya Optical House (VOH)
Email: info@vohopticians.com | Phone/WhatsApp: +91 91590 55333
Support hours: Monday–Saturday, 10:00 AM – 6:00 PM IST

If a return, refund, or exchange is not resolved to the customer's satisfaction, it may be escalated to VOH's Grievance Officer at info@vohopticians.com. Complaints are acknowledged within 48 hours and resolved within one month of receipt.

This policy should be read together with VOH's Order & Shipping Policy and Terms & Conditions. VOH may update this policy at any time; changes apply prospectively from the date posted on this page.

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