Last Updated: 11 September 2026
This Refund & Return Policy applies to the website https://sanovista.com/ and to products, services, enquiries, orders and transactions offered by Sawan Ishwar Optic Care Private Limited, operating under the brand name Sanovista Optometry Clinic (“Sanovista”, “we”, “us” or “our”).
Sanovista provides optometry and eye-care services and may offer or facilitate the sale of eyewear, prescription lenses, contact lenses and other related vision-care products from time to time.
This Policy should be read together with our Terms & Conditions, Privacy Policy, Shipping Policy and Disclaimer.
1. General Refund and Return Policy
Sanovista aims to provide customers with products and services that correspond with the applicable order, product description and agreed specifications.
Because certain products offered through Sanovista may include contact lenses, prescription-related products, customised products, hygiene-sensitive products and other personal-use vision-care products, returns and refunds may be subject to product-specific conditions.
A request for return, replacement or refund will therefore be assessed according to:
- the nature of the product or service;
- whether the product has been opened or used;
- whether the product is defective or damaged;
- whether the product supplied differs materially from the confirmed order;
- whether the product was incorrectly supplied;
- whether the product is eligible for return;
- applicable manufacturer or supplier requirements;
- the circumstances of the transaction; and
- applicable law.
Nothing in this Policy is intended to restrict any consumer right or statutory remedy that cannot lawfully be excluded.
2. Products Covered by This Policy
This Policy may apply to products including:
- contact lenses;
- prescription contact lenses;
- toric contact lenses;
- multifocal contact lenses;
- spherical contact lenses;
- daily disposable lenses;
- monthly or other replacement-schedule lenses;
- colour contact lenses;
- eyewear;
- frames;
- prescription spectacle lenses;
- other optical products;
- accessories; and
- other products introduced by Sanovista in the future.
The applicable return or refund conditions may differ depending on the nature of the product.
3. Contact Lens Returns
3.1 Unopened Contact Lens Products
For hygiene and product-integrity reasons, contact lens products should generally be returned only where they qualify for return under this Policy and remain:
- unopened;
- unused;
- in their original packaging;
- undamaged;
- identifiable with the original order; and
- accompanied by the relevant invoice or order details.
Where a contact lens product has been opened, worn, altered or otherwise used, Sanovista may not be able to accept the return except where the product is defective, incorrectly supplied, damaged before delivery or another remedy is required under applicable law.
3.2 Opened or Used Contact Lenses
Opened or used contact lenses generally cannot be returned merely because the customer:
- changes their mind;
- does not like the product;
- finds the lens uncomfortable;
- decides not to use the product;
- changes their preference; or
- no longer requires the product.
However, this does not exclude any remedy that may apply where the product is defective, incorrectly supplied, damaged or otherwise covered by applicable consumer law.
3.3 Hygiene and Safety
Contact lenses are personal-use, hygiene-sensitive products.
Customers should not send back used or contaminated lenses unless Sanovista specifically instructs them to do so for inspection or another legitimate purpose.
Customers must follow applicable manufacturer instructions regarding handling, storage, hygiene, wearing and disposal.
4. Prescription and Customised Products
4.1 Prescription-Based Products
Certain eyewear, prescription lenses or contact lenses may be prepared or supplied according to information provided by the customer or obtained during an applicable professional assessment.
Where a product has been correctly prepared according to the confirmed prescription, measurements or specifications, a return may not be available merely because the customer subsequently changes their preference.
4.2 Incorrect Customer Information
Where a product is prepared according to information supplied by the customer, the customer is responsible for providing accurate information to the extent required for the order.
If an issue arises because inaccurate information was supplied by the customer, Sanovista may need to assess the circumstances before determining whether a return, remake, replacement or refund is appropriate.
Nothing in this provision limits any remedy available where Sanovista has itself made an error or where applicable law provides otherwise.
5. Damaged, Defective or Incorrect Products
5.1 Damaged Products
If a product appears to have been damaged before or during delivery, the customer should contact Sanovista as soon as reasonably possible after receiving the product.
Where possible, the customer should provide:
- order or invoice details;
- photographs of the product;
- photographs of the outer packaging;
- photographs of the shipping package where relevant;
- a description of the issue; and
- any other information reasonably requested for verification.
5.2 Defective Products
If a customer believes that a product is defective, Sanovista may request information, photographs, packaging, batch details, invoice information or the product itself for inspection, subject to the nature of the product and applicable law.
Where a defect is established or otherwise accepted following assessment, Sanovista may provide an appropriate remedy, which may include:
- replacement;
- repair or correction where applicable;
- refund;
- another appropriate resolution; or
- a remedy required by applicable law.
5.3 Incorrect Product Supplied
If Sanovista supplies a product materially different from the confirmed order, the customer should contact Sanovista promptly.
After verification, Sanovista may arrange an appropriate correction, replacement, return or refund, as applicable.
6. Manufacturer Defects and Third-Party Brands
Sanovista may sell or facilitate products manufactured by independent third-party brands.
These may include current brands displayed on the website as well as new brands and products introduced in the future.
6.1 Product Assessment
Where a customer reports a suspected manufacturing defect, Sanovista may need to examine the product and, where appropriate, coordinate with the relevant manufacturer, distributor or supplier.
Such coordination does not remove the customer’s applicable rights against the seller or otherwise under law.
6.2 Manufacturer Warranty or Replacement Process
Certain products may be subject to manufacturer-specific warranty, replacement, quality-assessment or complaint procedures.
Where such procedures are relevant, Sanovista may assist the customer in following the applicable process.
The existence of a manufacturer procedure does not by itself remove any mandatory rights or remedies available to the customer under applicable law.
7. Change of Mind and Customer Preference
Except where otherwise stated or required by applicable law, Sanovista does not guarantee a return or refund merely because a customer:
- changes their mind;
- changes their preferred brand;
- selects a different lens type after ordering;
- no longer requires the product;
- purchases the wrong product voluntarily;
- changes their prescription after an order has been processed; or
- does not wish to use the product after receiving it.
For hygiene-sensitive, opened, used, prescription-made or customised products, additional restrictions may apply.
Any request of this nature may nevertheless be reviewed individually where appropriate.
8. Products That May Not Be Returnable
Subject to applicable law and the circumstances of the transaction, returns may generally not be accepted for products that are:
- opened;
- used;
- worn;
- damaged after delivery due to customer handling;
- contaminated;
- altered;
- customised or prepared specifically according to customer specifications;
- prescription-made where the product was correctly prepared according to the confirmed specifications;
- missing original packaging;
- missing required components;
- purchased or supplied under circumstances where return is legally or practically inappropriate; or
- otherwise identified as non-returnable before purchase where such restriction is lawful and properly disclosed.
This section does not exclude remedies for defective, damaged, incorrectly supplied or otherwise legally actionable products.
9. Return Request Process
9.1 How to Raise a Return Request
Customers wishing to request a return, replacement or refund should contact Sanovista through the available official communication channels.
The request should preferably include:
- customer name;
- order or invoice number;
- product name;
- date of purchase;
- reason for the request;
- photographs or other evidence where relevant; and
- preferred contact details.
9.2 Contact Details
Phone / WhatsApp:
+91 93197 10085
Email:
info@sanovista.com
Sanovista may request additional information where reasonably necessary to assess the request.
10. Return Authorisation
A customer should not send a product to Sanovista without first contacting us and receiving appropriate return instructions where such instructions are required.
Where a return is approved, Sanovista may provide instructions concerning:
- return address;
- packaging;
- courier arrangements;
- documents;
- photographs;
- product inspection; and
- other return requirements.
Products returned without sufficient order information or contrary to the provided return instructions may experience processing delays.
11. Condition of Returned Products
Where a return is authorised, the customer should ensure that the product is:
- securely packaged;
- protected against further damage;
- accompanied by relevant order information;
- returned with original packaging where applicable; and
- complete with applicable accessories, documentation or components.
For contact lenses and other hygiene-sensitive products, the customer must follow Sanovista’s specific instructions before sending anything back.
12. Return Shipping
12.1 Customer-Initiated Returns
Where a return is requested because of a change of mind, customer preference or another reason not attributable to a defect, incorrect supply or other issue for which Sanovista is responsible, the customer may be required to bear applicable return shipping costs where such allocation is lawful and has been communicated to the customer.
12.2 Defective or Incorrect Products
Where a product is confirmed to have been defective, damaged before delivery, or incorrectly supplied by Sanovista, Sanovista will determine the appropriate return, replacement or refund arrangement in accordance with applicable circumstances and law.
13. Refund Eligibility
A refund may be considered where:
- a return is accepted and a refund is the appropriate remedy;
- Sanovista is unable to provide an appropriate replacement where one is applicable;
- an order cannot be fulfilled after payment;
- an incorrect product has been supplied and refund is the appropriate resolution;
- a qualifying defective or damaged product requires a refund;
- a service has not been provided and a refund is applicable; or
- a refund is otherwise required under applicable law or agreed transaction terms.
Approval of a refund will depend on the circumstances of the particular transaction.
14. Refund Method
Where a refund is approved, Sanovista will generally seek to process the refund through the original payment method or another appropriate method agreed or permitted for the transaction.
The actual time taken for funds to appear in the customer’s account may depend on:
- the payment method;
- bank processing;
- payment gateway processing;
- financial institution procedures; and
- other circumstances outside Sanovista’s direct control.
Sanovista does not guarantee a particular bank or payment-provider processing time.
15. Refund Processing Time
Once a refund has been approved, Sanovista will initiate or arrange the refund within a reasonable period applicable to the transaction and the circumstances.
Where a payment gateway, bank or other third-party payment provider is involved, additional processing time may apply.
Customers should retain the refund confirmation or transaction reference, where provided.
16. Cancellation Before Dispatch
Where an order has not yet been processed or dispatched, a customer may contact Sanovista to request cancellation.
Sanovista will assess the cancellation request based on the status of the order.
If cancellation is possible and a payment has already been received, the applicable refund will be processed according to the circumstances of the transaction.
Once an order has been dispatched, delivered, customised or otherwise processed in a manner that makes cancellation impractical, different return conditions may apply.
17. Cancellation of Prescription or Customised Orders
Where Sanovista has already commenced preparation of a prescription, customised or specially sourced product based on confirmed customer specifications, cancellation may not always be possible.
However, Sanovista will consider the circumstances of the request and any applicable rights or remedies under law.
18. Orders That Cannot Be Fulfilled
If Sanovista is unable to fulfil a confirmed and paid order because the relevant product becomes unavailable, discontinued, cannot reasonably be sourced or cannot otherwise be supplied, Sanovista may contact the customer regarding an appropriate resolution.
Depending on the circumstances, this may include:
- an alternative product where agreed;
- replacement;
- cancellation; or
- refund of amounts paid for the affected order.
19. Promotional, Discounted and Special-Offer Products
Products purchased under promotional pricing, discounts, bundles or special offers may be subject to specific terms communicated at the time of purchase.
Any such terms must remain consistent with applicable consumer rights and law.
A promotional price does not by itself remove statutory rights relating to defective, damaged or incorrectly supplied goods or deficient services.
20. Product Exchanges
Where appropriate and subject to product eligibility, Sanovista may offer an exchange or replacement instead of a refund.
An exchange is not automatically available for every product.
The availability of an exchange may depend on:
- product condition;
- stock availability;
- whether the product has been opened or used;
- whether the product is prescription-based;
- whether it is customised;
- the reason for the request; and
- applicable law.
21. Refunds for Services
Where a customer has paid for an eye examination, optometry consultation or another service, refund eligibility may depend on whether:
- the appointment was cancelled;
- the service was actually provided;
- the service could not be provided by Sanovista;
- the customer failed to attend;
- the appointment was rescheduled;
- a prepaid service remains unused; or
- another circumstance affects the transaction.
Any service-specific cancellation or refund condition communicated at the time of booking or payment should also be considered.
Nothing in this Policy excludes a remedy required by applicable law.
22. Appointment Cancellations and No-Shows
Where appointments are available through Sanovista, customers are encouraged to cancel or reschedule as early as reasonably possible.
Where a customer does not attend an appointment without notice, any applicable booking or advance-payment consequences may depend on the terms communicated at the time of booking.
Where no specific cancellation condition was communicated, Sanovista will assess the circumstances fairly and in accordance with applicable law.
23. Customer Responsibility After Delivery
Customers should inspect their order reasonably promptly after delivery.
Where there is an apparent:
- product mismatch;
- visible damage;
- missing item;
- packaging issue; or
- other obvious discrepancy,
the customer should contact Sanovista as soon as reasonably possible.
Prompt reporting helps Sanovista investigate delivery and product issues efficiently.
However, delayed reporting will not automatically extinguish any legal right or remedy that cannot lawfully be excluded.
24. Refunds and Consumer Rights
Sanovista does not intend this Policy to remove or restrict rights available to consumers under applicable law.
Under the Consumer Protection Act, 2019, consumer remedies can include replacement, removal of defects, refund and other relief in appropriate cases where the statutory requirements are satisfied.
Accordingly, any provision of this Policy will be interpreted subject to mandatory consumer protections and applicable law.
25. E-Commerce Transactions
If Sanovista enables online purchase or other electronic transactions through the website in the future, additional e-commerce requirements may become applicable.
The Consumer Protection (E-Commerce) Rules, 2020 apply to goods and services bought or sold over digital or electronic networks and address, among other matters, consumer-facing e-commerce practices and certain return/refund circumstances.
Where online ordering is introduced, Sanovista may publish additional transaction-specific terms, procedures or disclosures.
Such terms will not be intended to override mandatory consumer rights.
26. Third-Party Payment and Delivery Services
Payments, refunds or deliveries may involve independent third-party service providers.
Where applicable, payment gateways, banks, courier companies or logistics providers may have their own operational procedures.
Sanovista may coordinate with such providers where necessary to complete a refund, replacement or return process.
However, third-party processing times may be outside Sanovista’s direct control.
27. Fraudulent or Misuse-Based Refund Requests
Sanovista reserves the right to investigate refund or return requests where there are reasonable concerns regarding:
- misuse of the return process;
- materially inaccurate information;
- repeated unexplained claims;
- tampering;
- deliberate product damage;
- fraudulent transactions; or
- other suspected misuse.
Any action taken in such circumstances will remain subject to applicable law and legitimate consumer rights.
Sanovista will not use this provision to deny a legitimate statutory remedy merely because a customer has raised a genuine product or service complaint.
28. Products, Brands and Services Added in the Future
Sanovista may expand its catalogue and services after publication of this Policy.
Future offerings may include:
- additional contact lens brands;
- additional lens categories;
- new eyewear brands;
- new frame collections;
- prescription lens products;
- optical accessories;
- additional eye-care services;
- new manufacturers or suppliers;
- online ordering;
- additional payment options;
- new delivery arrangements; or
- other related products and services.
This Policy is intended to apply to such future products and services to the extent relevant.
Specific product-level return conditions may be published separately where necessary.
29. Relationship With Other Policies
This Refund & Return Policy should be read together with:
- Terms & Conditions
- Privacy Policy
- Shipping Policy
- Disclaimer
The Terms & Conditions contain broader provisions concerning website use, products, orders, payments, intellectual property, liability, disputes and other contractual matters.
The Privacy Policy explains how personal information may be handled.
The Shipping Policy addresses dispatch, delivery and related matters.
The Disclaimer addresses product information, medical information, third-party products and limitations relating to website content.
30. Changes to This Refund & Return Policy
Sanovista may update this Policy from time to time to reflect:
- changes in products;
- changes in brands;
- changes in services;
- changes in ordering processes;
- introduction of online purchasing;
- changes in payment or delivery arrangements;
- legal or regulatory developments; or
- operational requirements.
The latest version will be published on this page with an updated “Last Updated” date where appropriate.
31. Governing Law
This Policy shall be interpreted in accordance with the laws applicable in India.
Nothing in this Policy is intended to waive or restrict any mandatory statutory right available to a consumer.
Where a dispute arises, the applicable dispute-resolution and jurisdiction provisions contained in the Terms & Conditions shall apply, subject to mandatory consumer rights and applicable law.
32. Contact Us for Refunds and Returns
For any refund, return, replacement, cancellation or product-related complaint, please contact Sanovista using the following official details:
Sawan Ishwar Optic Care Private Limited
Brand: Sanovista Optometry Clinic
Head Office:
152A, Vikrant Enclave, G-8, Area Rajouri Garden,
New Delhi, Delhi – 110064, India
Phone / WhatsApp:
+91 93197 10085
Email:
info@sanovista.com
Website:
https://sanovista.com/
When contacting us, please keep your order number, invoice or other transaction details available where applicable.
33. Important Notice
This Refund & Return Policy is intended to establish a clear and practical process for handling returns, replacements, cancellations and refunds while recognising the special nature of optical, prescription and hygiene-sensitive products.
No provision of this Policy is intended to exclude a consumer’s mandatory legal rights or remedies.
Where there is any question concerning a particular product or transaction, customers should contact Sanovista before returning the product.
Related Legal Policies
Terms & Conditions: https://sanovista.com/terms-conditions/
Privacy Policy: https://sanovista.com/privacy-policy/
Shipping Policy: https://sanovista.com/shipping-policy/
Disclaimer: https://sanovista.com/disclaimer/
Contact: https://sanovista.com/contact/
About Sanovista: https://sanovista.com/about/
Home: https://sanovista.com/