Shipping & Returns

1.Overview

Hansco Lens ships across India from our facility in Gurugram, Haryana. This policy covers how quickly we dispatch, what it costs, what to do if something arrives damaged, and when we will remake, replace or refund an order. It forms part of our Terms of Service.

2.Processing and dispatch times

Timelines are counted in business days (Monday to Saturday, excluding public holidays) from order confirmation and receipt of a complete, valid prescription and payment, where applicable.

These are estimates, not guarantees. Complex prescriptions, high powers, special coatings, prescription queries or high-volume periods may add time. We will tell you if your order is delayed.

3.Shipping zones and charges

• Charges are placeholders per parcel up to 1 kg, plus GST. Shipping is free on orders above [INR 5,000] to Zones A to C, and for eligible trade accounts as agreed.
• Delivery depends on the courier’s serviceability for your pin code. We will contact you if we cannot deliver to your address.
• We currently ship only within India. For export enquiries, write to hello@hanscolens.com.
• Express or insured shipping is available on request for an extra charge.

4.Order tracking

Once your order is dispatched we will email or message you the courier name and tracking number. Tracking updates may take up to 24 hours to appear. If tracking has not moved for 3 business days, contact support@hanscolens.com and we will follow up with the courier.

5.Damage or loss in transit

Please inspect every parcel at delivery.

• If the outer packaging is visibly damaged or tampered with, note it on the courier’s delivery receipt or refuse delivery, and photograph the parcel.
• Report damaged, missing or incorrect items to us within 48 hours of delivery with photos of the package (all sides), the label and the product.
• For confirmed transit damage or loss we will, at our cost, remake and re-ship the affected lenses or refund them, and we handle the courier claim ourselves.
• If a parcel is shown as delivered but not received, tell us within 48 hours so we can investigate with the courier.

6.Returns and remakes

Custom prescription lenses

Lenses made to a specific prescription are custom products and are not returnable or refundable, except in these cases:

• Manufacturing defect, such as surface flaws, coating defects, incorrect power produced, wrong tint or wrong material.
• Prescription mismatch from our side, where the lenses supplied do not match the prescription as submitted on your order.

In either case we will remake the lenses free of charge, or refund if a remake is not possible. Errors in the prescription as you submitted it, incorrect measurements or frame selection by the customer or dispenser, and change of mind are not covered, but we will try to help at a reduced remake charge where we can.

Progressive and non-adapt policy

Some wearers find progressive lenses take time to adapt to. If a wearer cannot adapt, we offer a one-time non-adapt remake or exchange within [30] days of delivery, at [a discounted charge / the difference in price] [to be confirmed]. Conditions: the original prescription and fitting measurements were correct, the lenses are unscratched and still uncut or in the frame supplied, and the request is made through the dispensing optician. Non-adapt is not available for freeform designs customised beyond the standard range.

Stock and uncut lenses

Unused, uncut, standard stock lenses in original sealed packaging may be returned within 7 days of delivery. Return shipping is borne by the customer unless we sent the wrong item. Edged, tinted, coated-to-order or used lenses cannot be returned.

Eligible conditions

• Request raised within the window stated for the case above.
• Product returned with original packaging, invoice and, for remakes, the supplied lenses.
• Items are inspected on receipt; we may decline claims that fall outside this policy and will explain why.

7.Refunds

• Approved refunds are made to the original payment method, or by bank transfer for trade accounts or where the original method is not available, or as an account credit if you prefer.
• We process refunds within 5 to 7 business days of approving the claim (and receiving returned goods, where needed). Your bank or card issuer may take a further 3 to 7 business days to show the credit.
• Original shipping charges are refunded only where the error was ours. Applicable GST is reversed through a credit note.
• If we cancel an order before dispatch, the full amount is refunded. You may cancel an order before production starts by contacting us immediately; after that it cannot be cancelled.

8.How to raise a return, remake or damage request

1. Email support@hanscolens.com or call +91 98765 43210 (Mon – Sat, 9:30 AM – 6:30 PM IST) within the applicable window.
2. Include your order or invoice number, the wearer reference, a short description of the issue and clear photos or a short video.
3. We will acknowledge within 1 business day, and confirm whether we need the lenses sent back. Please do not return items before we authorise it.
4. Pack the lenses securely with the invoice and our return authorisation number, and send them to the address we provide.
5. After inspection we will confirm the remake, replacement or refund, usually within 3 business days.

9.Changes to this policy

We may update this policy from time to time. The version in force on the date of your order applies to that order.