Shipping Policy

Last Updated: 11 September 2026

This Shipping Policy applies to products purchased or ordered through https://sanovista.com/ and related ordering or communication channels operated by Sawan Ishwar Optic Care Private Limited, under the brand name Sanovista Optometry Clinic (“Sanovista”, “we”, “us” or “our”).

Sanovista is an optometry and eye-care business and may supply or facilitate orders for eyewear, prescription lenses, contact lenses and other optical or vision-care products from time to time.

This Shipping Policy should be read together with our Terms & Conditions, Refund & Return Policy, Privacy Policy and Disclaimer.

1. Scope of This Shipping Policy

This Policy explains the general process applicable to the dispatch and delivery of products supplied through Sanovista.

It may apply to:

  • contact lenses;
  • prescription contact lenses;
  • daily disposable lenses;
  • monthly or other replacement-schedule lenses;
  • spherical lenses;
  • toric lenses;
  • multifocal lenses;
  • colour lenses;
  • eyewear;
  • frames;
  • prescription spectacle lenses;
  • optical accessories; and
  • other products introduced by Sanovista in the future.

The actual shipping arrangements may vary depending on the product, customer location, availability, order requirements and delivery service available at the relevant time.

2. Order Confirmation and Processing

2.1 Order Confirmation

A customer enquiry, WhatsApp conversation, telephone conversation, website submission or product request does not necessarily constitute final acceptance of an order.

An order may be considered confirmed only after Sanovista has verified the relevant details and communicated acceptance or confirmation through the applicable process.

2.2 Order Information

Before processing an order, Sanovista may need to verify information including:

  • customer name;
  • delivery address;
  • contact number;
  • email address, where applicable;
  • product name;
  • quantity;
  • prescription information, where applicable;
  • product specifications;
  • payment status; and
  • other information reasonably required to fulfil the order.

Customers are responsible for providing accurate information.

3. Order Processing Time

Sanovista will generally process confirmed orders within a reasonable period depending on:

  • product availability;
  • order verification;
  • prescription requirements;
  • stock location;
  • payment confirmation;
  • product preparation;
  • packaging requirements;
  • supplier availability; and
  • other operational circumstances.

Processing time and delivery time are separate.

An order being accepted or processed does not necessarily mean that it will be delivered on the same day or within a particular fixed period.

4. Product Availability and Stock

4.1 Availability at the Time of Order

Products displayed on the Sanovista website may be subject to stock availability.

A product appearing on the website does not necessarily mean that it is physically available for immediate dispatch.

Sanovista may need to confirm availability before finalising an order.

4.2 Temporary Unavailability

If a confirmed product becomes temporarily unavailable, Sanovista may contact the customer regarding:

  • an expected availability date;
  • an alternative product;
  • partial fulfilment where appropriate;
  • cancellation of the affected item; or
  • refund of the amount paid for the affected item, where applicable.

Sanovista will not knowingly represent an unavailable product as available for immediate dispatch.

5. Prescription and Special-Order Products

Certain products may require additional processing because they are:

  • prescription-based;
  • customised;
  • specially sourced;
  • dependent on customer-provided measurements;
  • dependent on prescription information; or
  • not routinely held in stock.

Such products may require additional processing time before dispatch.

Where additional time is reasonably expected, Sanovista may communicate the relevant information to the customer.

6. Contact Lens Shipping

6.1 Product-Specific Handling

Contact lenses may require appropriate packaging and handling during dispatch.

Sanovista will take reasonable steps to package products appropriately for shipment.

6.2 Prescription and Product Verification

Where applicable, Sanovista may verify product and prescription-related information before dispatch.

If required information is incomplete or appears inconsistent, dispatch may be delayed until the relevant information is clarified.

This is intended to reduce the risk of supplying an incorrect product.

7. Shipping Destinations

Sanovista may provide delivery within locations supported by its available delivery partners and logistics arrangements.

Shipping availability may depend on:

  • destination;
  • postal code;
  • serviceability;
  • courier availability;
  • product type;
  • operational restrictions; and
  • other logistical circumstances.

Sanovista may not be able to deliver every product to every location.

Where a destination is not serviceable, Sanovista may inform the customer and, where applicable, provide an alternative arrangement.

8. Shipping Charges

8.1 Applicable Shipping Charges

Shipping charges, where applicable, may depend on factors such as:

  • delivery location;
  • order value;
  • package size or weight;
  • delivery method;
  • courier charges;
  • promotional offers; and
  • other applicable logistics costs.

Any applicable shipping charge should be communicated to the customer before final confirmation of the relevant transaction where required.

8.2 Free or Promotional Shipping

Sanovista may offer free or discounted shipping from time to time.

Such offers may be subject to specific conditions, including:

  • minimum order value;
  • selected products;
  • selected locations;
  • promotional periods; or
  • other stated conditions.

Promotional shipping terms may change from time to time.

9. Delivery Timeframes

Any delivery timeframe communicated by Sanovista or a delivery partner should generally be treated as an estimated timeframe unless expressly confirmed as a guaranteed delivery commitment.

Delivery may be affected by:

  • courier operations;
  • weather;
  • traffic;
  • public holidays;
  • strikes;
  • natural events;
  • government restrictions;
  • remote-location service limitations;
  • incorrect address information;
  • customer unavailability;
  • product availability;
  • payment verification; or
  • other circumstances beyond Sanovista’s reasonable operational control.

Sanovista does not guarantee that every shipment will arrive within an estimated delivery timeframe.

10. Courier and Delivery Partners

Sanovista may use independent third-party courier, logistics or delivery service providers.

The delivery partner may determine:

  • delivery routes;
  • delivery attempts;
  • tracking updates;
  • delivery schedules;
  • proof-of-delivery procedures; and
  • other operational matters.

Sanovista may assist customers with delivery-related concerns but cannot directly control every action or operational decision of an independent delivery provider.

11. Tracking Information

Where tracking is available, Sanovista or its delivery partner may provide tracking information to the customer.

Tracking information may be supplied through:

  • email;
  • SMS;
  • WhatsApp;
  • telephone;
  • courier tracking systems; or
  • another applicable communication method.

Tracking updates are generally generated by the delivery provider and may not update continuously or in real time.

Sanovista is not responsible for temporary inaccuracies or delays in third-party tracking information.

12. Delivery Address

12.1 Customer Responsibility

Customers are responsible for providing an accurate and complete delivery address.

Where applicable, the customer should provide:

  • recipient name;
  • house/building number;
  • street/locality;
  • city;
  • state;
  • PIN code;
  • phone number; and
  • any relevant landmark or delivery instruction.

12.2 Incorrect or Incomplete Address

If an order cannot be delivered because the customer provided an incorrect, incomplete or insufficient address, additional delivery charges, re-delivery requirements or other consequences may apply depending on the circumstances.

Sanovista may contact the customer to obtain corrected information.

Where the shipment is returned to Sanovista because of an incorrect or incomplete address, further dispatch may require confirmation of the corrected address and, where applicable, payment of additional shipping charges.

Any such charge will be assessed according to the circumstances and applicable law.

13. Customer Unavailability

A customer should remain reasonably available to receive an order after dispatch.

If the delivery partner makes an unsuccessful delivery attempt because the recipient is unavailable, the courier may make another attempt or follow its applicable delivery procedure.

Repeated failed delivery attempts may result in the shipment being returned to Sanovista.

Where this occurs, Sanovista may contact the customer regarding re-delivery or another appropriate arrangement.

14. Refusal to Accept Delivery

If a customer refuses delivery without a valid reason, the shipment may be returned to Sanovista by the delivery provider.

Where appropriate, Sanovista may contact the customer before arranging another dispatch.

Any refund, cancellation or re-delivery consequences will be assessed in accordance with the Refund & Return Policy, the circumstances of the transaction and applicable law.

Nothing in this section is intended to prevent a customer from exercising a legitimate statutory right concerning defective, damaged or incorrectly supplied goods.

15. Delivery Delays

15.1 Ordinary Delays

Occasional delivery delays may occur because of circumstances involving the courier, route, weather, traffic, operational backlog or other logistical issues.

A delay does not automatically mean that the product has been lost or that an immediate refund is required.

Sanovista may first coordinate with the delivery provider to determine the shipment status.

15.2 Extended Delays

Where a shipment remains substantially delayed, Sanovista may investigate the matter with the relevant courier or logistics provider.

Depending on the circumstances, Sanovista may provide an appropriate resolution, which may include:

  • continued delivery;
  • replacement;
  • cancellation;
  • refund; or
  • another reasonable resolution.

Any applicable consumer rights remain unaffected.

16. Lost or Misplaced Shipments

If tracking indicates that a shipment may have been lost, misplaced or incorrectly delivered, Sanovista may investigate the matter with the relevant delivery provider.

Customers should contact Sanovista promptly after becoming aware of a potential delivery issue.

Sanovista may request:

  • order details;
  • tracking information;
  • delivery address;
  • recipient details;
  • confirmation regarding non-receipt; and
  • other information reasonably required for investigation.

The appropriate resolution will depend on the findings of the investigation and applicable law.

17. Damaged Packaging or Product

17.1 Visible Damage at Delivery

Customers are encouraged to inspect the outer packaging reasonably promptly after delivery.

If the package appears visibly damaged, customers should, where reasonably possible:

  • photograph the package;
  • photograph the shipping label;
  • photograph the damaged area; and
  • contact Sanovista promptly.

17.2 Product Damage

If the product itself appears damaged, defective or materially compromised, the customer should not unnecessarily use or alter the product and should contact Sanovista.

The matter will be assessed under the Refund & Return Policy and applicable law.

For contact lenses and other hygiene-sensitive products, customers should follow appropriate safety and handling instructions.

18. Wrong or Missing Product

If the customer receives:

  • a wrong product;
  • incorrect quantity;
  • missing item;
  • materially different product; or
  • another significant order discrepancy,

the customer should contact Sanovista as soon as reasonably possible.

Sanovista may verify the order and shipment records and, where the issue is confirmed, arrange an appropriate remedy.

This may include:

  • replacement;
  • correction;
  • return;
  • refund; or
  • another appropriate resolution.

19. Partial Shipments

Where an order contains multiple products, Sanovista may, where operationally necessary, dispatch products separately.

This may happen because:

  • products are stored at different locations;
  • certain products require additional preparation;
  • one item is temporarily unavailable;
  • products have different delivery arrangements; or
  • another logistical reason exists.

Where a partial shipment is made, Sanovista may communicate the relevant information to the customer.

20. Third-Party Brands and Future Products

Sanovista may supply products manufactured by different third-party brands.

The website may therefore include current and future:

  • contact lens brands;
  • eyewear brands;
  • lens manufacturers;
  • optical products;
  • accessories; and
  • other vision-care products.

Shipping arrangements may differ between products depending on:

  • manufacturer or supplier availability;
  • warehouse location;
  • product type;
  • packaging;
  • sourcing requirements; and
  • delivery restrictions.

The appearance of a third-party brand on the Sanovista website does not mean that Sanovista controls the manufacturer’s or supplier’s independent logistics operations.

21. Product Packaging and Manufacturer Changes

Manufacturers may change:

  • packaging;
  • labels;
  • box design;
  • product presentation;
  • product name;
  • quantity;
  • instructions; or
  • other packaging characteristics.

Accordingly, the external appearance of a product received by the customer may differ from the website image while the product supplied corresponds to the applicable order.

Such changes do not automatically constitute a shipping error.

22. International Shipping

Unless expressly stated otherwise, Sanovista does not represent that every product is available for international shipping.

Where international shipping is introduced in the future, additional terms may apply regarding:

  • destination restrictions;
  • customs;
  • duties;
  • taxes;
  • import requirements;
  • regulatory requirements;
  • documentation;
  • delivery timeframes; and
  • return arrangements.

International delivery will be subject to the laws and requirements applicable to the relevant shipment.

23. Taxes, Duties and Government Charges

Where applicable, taxes and other legally required charges may be included in the transaction price or separately identified.

For any future international or special-category shipment, customs duties, import taxes or other destination-specific charges may be payable by the customer where legally applicable and where properly disclosed.

Sanovista does not control charges imposed independently by customs authorities or other government agencies.

24. Delivery Confirmation

A delivery may be treated as completed based on information supplied by the applicable courier or delivery provider, including:

  • delivery confirmation;
  • recipient confirmation;
  • proof of delivery;
  • tracking status; or
  • another recognised delivery record.

If a customer disputes a delivery marked as completed, Sanovista may investigate the matter with the delivery provider.

25. WhatsApp and Other Communication Channels

Customers may receive shipping-related communication through:

  • WhatsApp;
  • telephone;
  • email;
  • SMS;
  • courier communication; or
  • other available channels.

Customers should ensure that the contact information provided during an order is accurate.

The processing of personal information in connection with shipping and delivery is governed by the Privacy Policy.

26. Cancellation and Shipping

Cancellation requests are governed by the circumstances of the relevant order and the Refund & Return Policy.

A cancellation request made before dispatch may be easier to process than a request made after dispatch.

Once a product has been dispatched, delivered, customised or otherwise processed, different cancellation, return or refund conditions may apply.

Sanovista will assess cancellation requests individually and in accordance with applicable law.

27. Shipping and Refunds

Shipping issues may affect the appropriate refund or replacement process.

For example, the resolution may differ depending on whether:

  • the product was never dispatched;
  • the shipment was cancelled before dispatch;
  • the product was lost during delivery;
  • the wrong product was supplied;
  • the product arrived damaged;
  • the customer provided an incorrect address;
  • delivery was refused; or
  • another circumstance occurred.

For detailed refund and return conditions, customers should refer to the Refund & Return Policy.

28. Events Beyond Reasonable Control

Sanovista may experience delays or disruptions caused by circumstances beyond its reasonable operational control, including:

  • severe weather;
  • natural disasters;
  • floods;
  • fire;
  • strikes;
  • transport disruptions;
  • government restrictions;
  • public emergencies;
  • civil disturbances;
  • courier network disruptions;
  • technical failures;
  • supply-chain disruptions;
  • manufacturer shortages; or
  • other comparable events.

Such circumstances may affect processing or delivery times.

Sanovista will take reasonable steps to resume normal fulfilment when circumstances permit.

Nothing in this section is intended to exclude liability or rights that cannot lawfully be excluded.

29. No Guaranteed Delivery Time Unless Expressly Confirmed

Unless Sanovista expressly provides a written guaranteed delivery commitment applicable to a particular transaction, all delivery estimates should be treated as indicative.

A courier’s estimated delivery date is not necessarily a contractual guarantee by Sanovista.

However, Sanovista will continue to process and coordinate legitimate delivery issues in accordance with applicable law and the circumstances of the transaction.

30. Customer Cooperation

Customers are expected to reasonably cooperate with delivery and order fulfilment by:

  • providing accurate contact information;
  • providing a complete delivery address;
  • being reasonably available to receive the shipment;
  • responding to reasonable verification requests;
  • providing required prescription information where applicable; and
  • promptly reporting material delivery problems.

Failure to provide required information may result in delays.

31. Online Orders and Future E-Commerce

If Sanovista introduces direct online purchasing or e-commerce functionality in the future, additional ordering, payment, delivery and consumer-facing information may be provided at the time of purchase.

The Consumer Protection (E-Commerce) Rules, 2020 apply to goods and services bought or sold over digital or electronic networks, subject to their scope and applicable provisions.

Where applicable, Sanovista will provide transaction-specific information required for the relevant ordering process.

This Shipping Policy may be supplemented by additional e-commerce terms where necessary.

32. Shipping Policy for Future Products and Services

Sanovista may expand its business beyond the products currently displayed on the website.

Future offerings may include:

  • new contact lens products;
  • new lens categories;
  • new eyewear;
  • prescription optical products;
  • optical accessories;
  • additional brands;
  • new suppliers;
  • additional delivery locations;
  • online ordering;
  • new payment methods; and
  • other related products or services.

This Shipping Policy is intended to apply to such future products where shipping is applicable.

Specific product or service terms may be published separately where required.

33. Relationship With Other Policies

This Shipping Policy should be read together with:

  • Terms & Conditions
  • Refund & Return Policy
  • Privacy Policy
  • Disclaimer

The Terms & Conditions govern broader website use, transactions, products, liability, disputes and other contractual matters.

The Refund & Return Policy governs return, replacement, cancellation and refund matters.

The Privacy Policy explains how personal information may be handled.

The Disclaimer addresses product information, professional/medical information, third-party products and website-content limitations.

34. Changes to This Shipping Policy

Sanovista may update this Shipping Policy from time to time to reflect:

  • new products;
  • new brands;
  • new delivery partners;
  • changes in shipping arrangements;
  • introduction of online ordering;
  • changes in payment systems;
  • changes in service areas;
  • legal or regulatory developments; or
  • operational requirements.

The latest version will be published on this page with an updated “Last Updated” date where appropriate.

35. Governing Law

This Shipping Policy shall be interpreted in accordance with the laws applicable in India.

Nothing in this Policy is intended to remove or restrict any mandatory consumer right or statutory remedy.

Any dispute shall be addressed in accordance with the dispute-resolution and jurisdiction provisions contained in the Terms & Conditions, subject to applicable law and mandatory consumer protections.

36. Contact Us Regarding Shipping

For questions relating to:

  • order processing;
  • dispatch;
  • delivery;
  • tracking;
  • damaged packages;
  • missing products;
  • incorrect products;
  • delivery delays;
  • address corrections; or
  • other shipping-related matters,

customers may 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 Sanovista regarding an existing shipment, customers should provide their order number, invoice number or tracking details where available.

37. Important Notice

Shipping timelines, courier availability, stock conditions and delivery arrangements may change depending on operational and logistical circumstances.

Sanovista will make reasonable efforts to process and coordinate orders appropriately, but estimated delivery timelines are not automatically guaranteed delivery commitments.

Nothing in this Shipping Policy is intended to:

  • waive mandatory consumer rights;
  • exclude legally applicable remedies;
  • misrepresent delivery commitments;
  • remove rights relating to defective or incorrectly supplied products; or
  • override applicable law.

This Policy should always be read together with the Terms & Conditions, Refund & Return Policy, Privacy Policy and Disclaimer.

Related Legal Policies

Terms & Conditions: https://sanovista.com/terms-conditions/
Privacy Policy: https://sanovista.com/privacy-policy/
Refund & Return Policy: https://sanovista.com/refund-return-policy/
Disclaimer: https://sanovista.com/disclaimer/
Contact: https://sanovista.com/contact/
About Sanovista: https://sanovista.com/about/
Home: https://sanovista.com/

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