At ikio eyewear, we take pride in the precision of our eyewear. If your purchase doesn't meet your expectations, we are here to help with a structured return and exchange process.
1. ELIGIBILITY PERIOD
| Product Category | Return/Refund Window | Exchange Window |
|---|---|---|
| Eyeglass Frames | 7 Days | 14 Days |
| Sunglasses | 7 Days | 7 Days |
| Prescription Lenses | See "Lens Pricing & Refund Tiers" below | Manufacturing Defects or Verified Power-Mismatch Only |
| Accessories (Cases/Solutions) | Non-Returnable | Non-Returnable |
All windows above are calculated from your delivery date, with no grace period for weekends or public holidays.
2. ORDER CANCELLATION
3. LENS PRICING & REFUND TIERS (IMPORTANT)
Lens pricing and refund eligibility follow a three-tier system based on your prescription strength:
| Tier | Power Range | At Checkout | On Return (no defect) |
|---|---|---|---|
| Tier 1 — Standard | Sph up to ±6.00, Cyl up to ±2.00 | Complimentary Single Vision Blu-Cut lens with any frame | 100% refund, lens included — no deduction |
| Tier 2 — Moderate-High | Sph ±6.25–±12.00, Cyl up to ±4.00, or any Bifocal/Progressive/other coating | Itemized Lens Charge shown separately at checkout | Frame refunded in full; lens charge is non-refundable (already cut, custom-made for your power) |
| Tier 3 — Extreme/Custom | Beyond ±12.00 (e.g. -20.00 and above) | Full lens cost charged, prepaid orders only, no promotional discounts apply | Non-refundable outside a confirmed lab defect; order cannot be cancelled once the lab confirms cutting |
On a return, the customized lens portion is retained and responsibly disposed of at our lab — it is not shipped back separately. If you exchange your frame for a different model or shape rather than returning it, the lens may need to be re-cut to fit the new frame; the applicable tier charge for that re-cut will apply.
4. PRESCRIPTION ERRORS & POWER DISPUTES
If you entered the wrong prescription, PD, or lens type: for Tier 2/3 lenses, we offer a discounted remake at 50% of the standard lens price for your tier. For Tier 1's complimentary lens, a flat subsidised remake fee of ₹199 applies, covering raw lens material and lab re-edging. Return shipping to and from ikio is payable by you in either case. If verification later confirms the error was ours rather than yours, this fee is refunded in full.
If you believe we made a lab error: raise a claim within 15 days of delivery via either path:
- Submit a short video of the lensometer reading with your order invoice or Order ID visible in the same frame, for fast-track review; or
- Ship the item back to us for in-house verification — third-party lensometer verification is also accepted as supporting evidence.
If a lab error is confirmed, we will re-cut and reship the correct lenses at no cost, or issue a full refund — your choice.
5. THE RETURN & EXCHANGE PROCESS
Step 1: Raise a request via the "My Orders" section or email query@ikioeyewear.com with your Order ID and photos of the product.
Step 2: Once approved, we will arrange a 100% free reverse pickup (available in most PIN codes). For PIN codes where courier reverse pickup is unavailable, you may self-ship via India Post Speed Post; ikio will reimburse actual postage up to ₹80 via UPI or Store Credit upon receipt and QC clearance.
Fair Usage: this applies to change-of-mind returns. It does not limit or restrict returns raised for a manufacturing defect, lab error, or wrong/damaged item — those are always processed normally regardless of return history. Accounts with more than 2 consecutive change-of-mind returns on customized-lens orders will receive further such refunds as Store Credit only.
Step 3: The product undergoes a Quality Check (QC) at our warehouse to ensure it is unused and in original packaging.
6. REFUND TIMELINES & METHODS
- Online Payments: Refund will be credited to the original source (Bank/Card/Wallet) within 5-7 business days after QC approval.
- Cash on Delivery (COD): refund is issued as Store Credit, a secure UPI payout link, or directly to your bank account on request (following verification) — your choice.
7. ADAPTATION PERIOD
8. PRODUCT WARRANTY
In addition to the return window above, ikio eyewear provides a 6-month Manufacturing Warranty from your delivery date, covering:
- Frame hinges, screws, and colour/coating fade
- Lens coating (Blu-Cut, HMC, Hardcoat) peeling, bubbling, or delaminating
This covers one-time replacement of the defective part and does not cover scratches, accidental damage, tampering, unauthorised repairs, or normal wear and tear. The warranty period runs from your original delivery date and is not reset by a later exchange.
To raise a claim, email query@ikioeyewear.com with your Order ID and 3-4 clear photos of the issue. We'll acknowledge within 48 hours and resolve confirmed claims within 5-7 business days.
9. NON-RETURNABLE CONDITIONS
We cannot accept returns/exchanges if:
- The frame or lens has scratches or signs of wear not reported at delivery.
- The original brand case, microfiber cloth, or tags are missing.
- The return request is raised after the eligibility window from delivery.
- Accidental damage or mishandling by the user.
- The order falls under Tier 3 (Extreme/Custom) lens pricing, once lab-confirmed for cutting.
If your item arrived damaged, defective, or different from what you ordered, this is not covered by the standard return process above — see our Shipping Policy — Transit Damages & Incorrect Items for a priority, no-cost resolution.
10. GRIEVANCE REDRESSAL
If you have any issues regarding your refund, please contact our Grievance Officer:
Phone: +91 62819 22144
Email: query@ikioeyewear.com
Address: Koti, Hyderabad, Telangana 500095.
We will acknowledge all grievances within 48 hours and aim to resolve them within 30 days, in accordance with applicable consumer protection regulations.