Refund policy

We want you to choose your eyewear with confidence. This Policy applies to purchases made through nayansukhexclusive.com and explains our 7-day product-exchange facility, product-specific exclusions, store-credit rules and the limited situations in which a monetary refund may be approved.

Please read this Policy together with our Shipping Policy and Terms of Service.

Nothing in this Policy excludes or limits any right or remedy that cannot lawfully be excluded under applicable consumer-protection law.

1. Standard 7-day product exchange

If you are not satisfied with the fit, colour, size, shape or design of an eligible product, you may request a product-to-product exchange within 7 calendar days after delivery.

The exchange request must reach us within the 7-day period. Courier pickup and inspection may take place later. Delivery day is treated as Day 0, and the following calendar day is Day 1.

For an ordinary fit, colour, size, shape or design concern:

  • only product-to-product exchange is available;

  • each product may be exchanged only once;

  • standard returns for a cash refund are not available; and

  • approval remains subject to this Policy and our quality inspection.

Minor fit discomfort can often be corrected through a professional frame adjustment. You may contact us for guidance before requesting an exchange.

2. Conditions for an eligible exchange

The returned product must:

  • be unused, unworn, unaltered and in resalable condition;

  • be free from scratches, marks, damage, fragrance, dirt or other signs of use;

  • include the original invoice or valid proof of purchase;

  • include all original tags, cases, cloths, warranty material, catalogues, care instructions, accessories, dust bags and packaging supplied with it;

  • have no missing, substituted or damaged component; and

  • pass our quality inspection after it is received.

Approval given from photographs is provisional. Final eligibility is confirmed only after we physically receive and inspect the product.

If an item fails inspection, we will explain the reason and may return it to the customer after payment of any reasonable re-delivery charge, unless the failure resulted from our error or a verified product defect.

3. Products not eligible for a standard exchange

The following products are not eligible for an exchange based on fit, colour, size, shape, design preference or change of mind:

  • sale, discounted, promotional, bundled-offer or clearance products;

  • an individual product priced at ₹600 or below;

  • a product that has already been exchanged once;

  • customised prescription lenses, powered sunglasses and made-to-order lens products after processing begins;

  • products specially sourced or custom-ordered for a customer;

  • opened, unsealed, tampered, used or damaged contact-lens boxes;

  • gift cards, store credits, credit notes and coupon codes;

  • products engraved, altered, repaired or adjusted by an unauthorised third party;

  • products showing wear, scratches, accidental damage, misuse or improper handling; and

  • products returned without the original packaging, accessories or proof of purchase.

These standard exclusions do not apply where the supplied product is verified as damaged, defective, incorrect, counterfeit, materially different from its description or otherwise non-conforming, or where applicable law requires a remedy.

4. Selecting the replacement product

An approved exchange must be made against another product of equal or higher selling price that is available in current stock.

  • If the replacement product costs more, the price difference must be paid before dispatch.

  • A cash refund is not provided for a lower-priced replacement; please select a product of equal or higher value.

  • A discount, promotion or coupon applied to the original order does not automatically apply to the replacement product.

  • The replacement product is final and cannot be exchanged again, except where it is verified as damaged, defective, incorrect or non-conforming.

If the selected replacement becomes unavailable before dispatch, you may select another eligible product. If no suitable replacement is reasonably available, we may issue a non-expiring store credit, credit note or equivalent coupon for the eligible amount actually paid.

5. Store credit, credit note or coupon

Where this Policy permits store credit, a credit note or an equivalent coupon:

  • its value will be based on the eligible amount actually paid for the product after discounts;

  • it will have no expiry date;

  • it may be used for a future purchase from Nayan Sukh Exclusive;

  • it cannot be transferred, sold or redeemed for cash; and

  • if the new order costs more, the customer must pay the balance.

If the new order costs less, the unused eligible balance will remain available. Where a coupon system cannot automatically retain a partial balance, contact us before checkout and we will arrange an equivalent remaining credit after verification.

Store credit does not replace a monetary refund where a monetary refund is required under this Policy or applicable law.

6. Free exchange shipping within India

An eligible approved exchange within India includes one free reverse pickup and one free replacement shipment, subject to courier serviceability.

Free exchange shipping does not apply to:

  • a second exchange of the same product;

  • an ineligible product listed in Section 3;

  • an international order;

  • an unauthorised parcel sent without approval; or

  • additional delivery costs caused by an incorrect address, repeated recipient unavailability or refusal without a valid product-related reason.

If reverse pickup is unavailable at your PIN code, we may ask you to send the parcel through a trackable courier. Obtain our written approval before shipping.

We will reimburse a reasonable, pre-approved standard courier charge for a successful eligible exchange after inspection and receipt of the courier receipt.

For a verified damaged, defective or incorrect product, reasonable approved pickup and replacement-shipping costs will be borne by Nayan Sukh Exclusive.

7. How to request an exchange

Within 7 calendar days after delivery:

  1. Email support@nayansukhexclusive.com or call/WhatsApp +91 80000 04137.

  2. Share your order number, invoice and clear photographs of the product, accessories and packaging.

  3. Tell us the reason for the request and the replacement product you want.

  4. Wait for written approval and pickup or shipping instructions.

  5. Pack the product securely with every original item supplied with it.

Do not send a product to us before receiving written approval. An unauthorised parcel may be refused or its processing may be delayed; however, this will not extinguish any non-waivable statutory right.

Online-order exchanges are handled by our online support team. A physical store will accept an online exchange only if our support team confirms this in writing.

8. Inspection and exchange processing

After the returned product reaches us, please allow approximately 3–4 business days for quality inspection.

We may verify:

  • the product’s identity and serial/model details;

  • condition and signs of wear or alteration;

  • completeness of packaging, tags and accessories;

  • the invoice and original order details; and

  • whether the reported issue is consistent with the available evidence.

If approved, we will notify you of any price difference and arrange dispatch under our Shipping Policy.

If rejected, we will provide the principal reason. We may reject a fraudulent, substituted, tampered or unsupported claim after reasonable review.

9. Damaged, defective, incomplete or incorrect products

If your order arrives damaged, defective, incomplete, incorrect or materially different from what was ordered, contact us within 72 hours after delivery and provide:

  • the order number and invoice;

  • clear photographs of the outer parcel, shipping label, packaging and product;

  • a description of the issue; and

  • an unboxing video, if available.

An unboxing video is helpful for investigating packing and transit issues, but a genuine claim will not be rejected solely because a video is unavailable where the issue can otherwise be reasonably verified.

We may arrange collection or request reasonable additional information. Once the issue is verified, we will provide an appropriate repair, correction or replacement at no additional standard-shipping cost.

If repair or replacement is not reasonably possible, we will offer the remedy required by applicable law, which may include a monetary refund to the original payment method.

The 72-hour reporting request helps us investigate transit and fulfilment issues quickly. It does not limit a claim involving a latent manufacturing defect or any non-waivable statutory right.

10. Prescription and customised orders

Prescription lenses, powered sunglasses, specially sourced products and customised or made-to-order items are produced or procured for an individual customer and cannot ordinarily be resold.

They cannot be cancelled, exchanged, returned or refunded after lens processing, customisation or special procurement has begun.

The customer is responsible for supplying a complete, accurate and valid prescription and required measurements. We are not responsible for an unsatisfactory result caused solely by an incorrect, incomplete or outdated prescription supplied by the customer.

If we make a verified prescription-entry, manufacturing, fitting or fulfilment error, we will inspect the order and provide an appropriate correction, remake, replacement or refund as required by the circumstances and applicable law.

11. Contact lenses

For hygiene and safety, opened, unsealed, used or tampered contact-lens boxes cannot be exchanged or returned for change of mind.

An unopened, untampered and unexpired contact-lens box may qualify for a standard exchange only if every other eligibility condition in this Policy is satisfied and the product is not discounted, promotional or specially ordered.

If contact lenses are damaged, defective or incorrect when delivered, do not open any additional box. Contact us within 72 hours so we can investigate and provide an appropriate resolution.

12. Customer-requested order changes and cancellations

Orders are processed quickly, so changes and cancellations are not guaranteed.

Contact us immediately if you need to correct or cancel an order. We may assist before dispatch or before custom processing begins.

Once an order has been dispatched, or prescription/custom processing has begun, it cannot ordinarily be cancelled for change of mind.

If we approve a customer-requested cancellation, the eligible amount actually paid will ordinarily be issued as a non-expiring store credit, credit note or equivalent coupon, rather than a monetary refund.

Refusing a dispatched order without a verified product-related reason may be treated as a return-to-origin shipment. Reasonable, actual and non-recoverable forward and return shipping costs may be deducted from any credit otherwise available, subject to applicable law.

13. When a monetary refund may be approved

Money refunds are not available for fit, colour, size, shape, style, design preference or change of mind.

A monetary refund may be approved when:

  • Nayan Sukh Exclusive cancels a prepaid order or cannot fulfil it;

  • a duplicate or excess payment is confirmed;

  • an order is confirmed lost or remains undeliverable after a reasonable courier investigation;

  • a verified damaged, defective, incorrect, counterfeit or non-conforming item cannot reasonably be repaired, corrected or replaced; or

  • a monetary refund is required under applicable law.

Where a replacement is legally and reasonably sufficient, we may first offer repair or replacement. Nothing in this clause allows us to deny a refund that must be provided under applicable law.

14. Refund method and timeline

An approved monetary refund will be initiated to the original payment method within 10–15 business days after approval.

Your bank, card issuer or payment provider may require additional time to display the amount after we initiate it.

If the original payment method is unavailable, we may request reasonable verification before using another legally permitted method. A promotional discount has no cash value and will not be refunded as money.

Original shipping, express-delivery, customs, import-duty or handling charges are refundable only where the service was not provided due to our verified error or where applicable law requires a refund.

Approved reimbursement of expenses is separate from a product-price refund.

15. International orders

International orders are not eligible for a standard exchange or return for fit, colour, size, shape, design preference or change of mind because of cross-border shipping and customs costs.

We will review promptly reported claims involving a damaged, defective, incomplete, incorrect, counterfeit or non-conforming product.

The customer may be required to cooperate with photographs, documents, courier or customs procedures and reasonable verification.

Nothing in this section limits any mandatory right available under the law applicable to the transaction or the customer’s destination.

16. Warranty claims

Unless a product page, invoice or applicable brand warranty states otherwise, eligible eyewear generally includes a one-year manufacturing warranty.

A manufacturing warranty normally covers verified manufacturing defects and does not cover:

  • normal wear and tear;

  • scratches, fading or ordinary loosening from use;

  • accidental, impact, pressure or water damage;

  • misuse, neglect or improper storage;

  • damage caused by chemicals, heat or unsuitable cleaning products; or

  • unauthorised repair, alteration or modification.

The product, invoice, photographs and other reasonable information may be required for inspection.

A warranty claim is separate from the 7-day standard exchange period and may also be subject to the relevant manufacturer’s terms. A warranty restriction does not remove any statutory remedy that applies to a defective product.

17. Gift orders

An eligible product received as a gift may be exchanged under this Policy if the original order number or valid proof of purchase is provided.

Any approved credit will be issued against the original transaction and will not be paid as cash to the gift recipient.

Gift cards themselves are not exchangeable or redeemable for cash, except where applicable law requires otherwise.

18. Policy changes

We may update this Policy for operational, commercial, legal or regulatory reasons. The revised Policy will apply to orders placed after it is posted.

The policy displayed or accepted when an order was placed will ordinarily govern that order, unless a later change is required by law or is more favourable to the customer.

19. Contact us

For an exchange, damaged-product report, warranty claim or refund question, contact:

Nayan Sukh Care, trading as Nayan Sukh Exclusive
Email: support@nayansukhexclusive.com
Phone/WhatsApp: +91 80000 04137
Return address: 84 Hazaribagh Road, Tharpakhna, Ranchi, Jharkhand 834001, India

Send a parcel to the return address only after receiving written approval and shipping instructions from us.