Refund policy

At RetiFocus Eyewear, we want you to be completely satisfied with your sunglasses and frames. If you are not happy with your order, we offer a 7-day return window from the date of delivery.

ELIGIBILITY
- Items must be returned within 7 days of the delivery date.
- Products must be unused, unworn, and in their original packaging with all tags, cases, cleaning cloths, and accessories included.
- Items showing signs of use, scratches, smudges, or damage will not be accepted.
- A valid order ID/invoice must be provided at the time of return.

NON-RETURNABLE ITEMS
- We currently do not offer prescription eyewear or custom-made lenses. (If introduced in the future, such items will be non-returnable due to their personalized nature, unless defective or incorrectly made.)
- Items purchased during sale, clearance, or promotional events are final sale and cannot be returned for change of mind, except in cases of defect, damage, or an incorrect item received.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery along with clear photos/videos of the product and packaging. We will arrange a free reverse pickup and, at your preference, issue a full refund (including original shipping charges) or send a replacement at no extra cost.

HOW TO INITIATE A RETURN
1. Email us at support@retifocus.com within 7 days of receiving your order.
2. Include your order number and reason for return.
3. We will respond with return instructions and arrange a reverse pickup (where serviceable) within 2 business days.
4. In non-serviceable pin codes, you may be asked to self-ship the item to our return address.

RETURN SHIPPING
- For change-of-mind returns, reverse pickup charges (if any) will be deducted from your refund amount.
- For damaged, defective, or incorrect items, reverse pickup is free of cost.
- Please pack the item securely to avoid damage in transit.

REFUNDS
- Once we receive your return, our team will inspect it and notify you of approval or rejection within 3 business days.
- Approved refunds will be processed within 5–7 business days:
  - For prepaid orders, the amount will be refunded to the original payment method (UPI, card, net banking, or wallet).
  - For Cash on Delivery (COD) orders, the refund will be credited via bank transfer/UPI to the details you provide.
- Original shipping/COD charges are non-refundable, except for damaged, defective, or incorrect items.
- No restocking fees apply.
- A GST-compliant credit note will be issued along with the refund, where applicable.

EXCHANGES
- We offer exchanges for items of equal value (same product, different color/size), subject to availability.
- For a different frame/sunglasses model, you may pay the price difference, or receive store credit/refund for the difference.
- Please contact us at support@retifocus.com to arrange an exchange; the same reverse pickup process as above applies.

GRIEVANCE REDRESSAL
If you are not satisfied with the resolution provided, you may reach out to our grievance officer, RetiFocus Support Team, at support@retifocus.com, in accordance with the Consumer Protection (E-Commerce) Rules, 2020.