Return Exchange Policy

Return & Exchange Policy – Vuezen

At Vuezen, we put a lot of thought into every pair of eyewear we send out. But if something doesn’t feel right once it reaches you, don’t worry — we’ve kept our return and exchange process simple and straightforward.

Shipping & Orders

We offer free shipping on all prepaid orders, so you can shop without worrying about extra costs at checkout.

  • Prepaid orders are processed faster and with priority
  • COD orders (if available) may include a small additional fee

Unboxing Video Required

To keep things fair and transparent, we only accept return or damage claims if you have an unboxing video.

  • Start recording before opening the package
  • The video should be continuous (no cuts or edits)
  • Make sure the product, packaging, and all contents are clearly visible

This step helps us quickly verify and resolve any issues without confusion.

3-Day Return & Exchange Window

After receiving your order, you have 3 days to request a return or exchange.

  • Requests made after this timeframe won’t be accepted
  • We suggest checking your product as soon as it’s delivered

Return Eligibility

To be eligible for a return or exchange, your item should meet the following conditions:

  • Must be unused and in the same condition as delivered
  • Should include all original items (case, cloth, tags, box)
  • Must be free from scratches, marks, or signs of use
  • Return request must be approved by our team before sending the item back

Items That Cannot Be Returned

  • Custom-made or made-to-order eyewear
  • Limited or delicate designs
  • Products damaged due to improper use
  • International orders (final sale)

How to Raise a Request

You can initiate a return or exchange in two simple ways:

  • Use the return link: [Insert Link]
  • Or email us at info@vuezen.io with:
    • Your order ID
    • Reason for request
    • Supporting images (if needed)

Once reviewed, our team will guide you through the next steps.

Proof at Pickup

After your return is picked up, please share a photo or video of handing over the package to the courier.

This is important because:

  • It helps us track responsibility during transit
  • Without this proof, we won’t be able to process claims for lost or missing items

Return & Exchange Charges

To manage logistics, we charge a minimal fee:

  • Exchange: ₹100
  • Return: ₹150

No charges apply if you’ve received a damaged or incorrect product.

Order Cancellations

  • Prepaid orders cannot be cancelled once placed
  • In rare approved cases, refunds will be issued as store credit only
  • Partial COD payments are also refunded as store credit

Quality Check Process

Every returned product is inspected once it reaches us:

  • If it meets our standards → exchange or store credit is processed
  • If it does not → item is returned to you
  • No refunds or exchanges are issued for failed checks

Timelines

The complete process may take around 10–15 working days, depending on logistics.

  • Exchanges or store credits are issued only after inspection is complete

Damaged or Incorrect Deliveries

If something isn’t right with your order:

  • Inform us within 48 hours of delivery
  • Share your unboxing video or clear images for quick resolution

To keep things fair for everyone, Vuezen may:

  • Decline requests that don’t meet the above conditions
  • Limit repeated return requests from the same account
  • Refuse exchanges if the requested product is unavailable

Need Help?

We’re always here to assist you:

  • 📧 info@vuezen.io
  • 📱 WhatsApp: +91 [Insert Number] (messages only)
  • ⏱ Response time: within 12 hours