1. Our Commitment

At Cracia, every lens is custom-manufactured to your individual prescription and preferences. While this ensures precision and quality, it also means our return and refund process differs from standard ready-made retail products. This policy explains, transparently, the circumstances under which returns, replacements, or refunds are available.

2. Nature of Custom-Made Products

Because prescription lenses are manufactured specifically for you based on the SPH, CYL, Axis, ADD, and PD values submitted at checkout, they cannot generally be resold and are therefore not eligible for return on account of a simple change of mind, once manufacturing has commenced.

3. Eligibility for Return, Replacement, or Refund

You are eligible for a free replacement or full refund in the following circumstances:

• Manufacturing defect: the lens power, coating, or specification delivered does not match what was ordered and confirmed at checkout.
• Damaged in transit: the Product is received broken, cracked, or otherwise physically damaged due to shipping.
• Wrong product delivered: an incorrect item was shipped in error.
• Quality issue: the lens exhibits a genuine manufacturing flaw such as coating peeling, air bubbles, or surface irregularities not caused by misuse.

4. Reporting Window

• Manufacturing defects, wrong product, or quality issues: must be reported within 7 days of delivery.
• Damaged-in-transit claims: must be reported within 48 hours of delivery, along with unboxing photographs or a video where possible.
• Requests raised after the applicable window may not be eligible for a free remedy, but we encourage you to reach out — we will review such cases individually.

5. Power Mismatch / Adaptation Concerns

If, after wearing your new lenses, you experience persistent discomfort that you believe is related to an error in the power fitted (as opposed to normal adaptation, which can take a few days for new prescriptions or progressive lenses), please contact our support team within 15 days of delivery. We will guide you through a verification process and, where a genuine fitting or power error attributable to Cracia is confirmed, offer a free correction or remake at no additional cost.

6. What Is Not Covered

• Change of mind after the manufacturing process has begun, given the made-to-order nature of prescription lenses.
• Damage caused by misuse, mishandling, improper cleaning, or normal wear and tear after delivery.
• Errors arising from an inaccurate or outdated prescription submitted by the customer at the time of order.
• Minor variations in tint or coating appearance that fall within normal manufacturing tolerances.

7. How to Initiate a Return or Claim

1. Contact our support team at support@cracia.in or +91-XXXXXXXXXX with your order number and a description of the issue, along with photographs where applicable.
2. Our quality team will review your claim, typically within 2–3 business days, and may request additional information or images.
3. If approved, we will arrange a reverse pickup of the Product where required, at no cost to you.
4. Upon receipt and inspection of the returned Product at our facility, we will proceed with a free replacement, remake, or refund, as applicable and as chosen by you where both options are available.

8. Refund Method and Timeline

• Approved refunds will be processed to the original mode of payment used at checkout.
• Refunds are typically initiated within 5–7 business days of the returned Product passing quality inspection at our facility.
• The credited amount may take an additional 3–7 business days to reflect in your account, depending on your bank or payment provider.
• For prepaid orders cancelled before dispatch, refunds are processed within 3–5 business days.

9. Order Cancellation

• Orders may be cancelled free of charge within 2 hours of order confirmation, provided manufacturing has not yet commenced.
• Once manufacturing has begun, cancellation may not be possible given the custom nature of the Product; however, you may contact our support team, and we will assess the request on a case-by-case basis.

10. Frames and Non-Prescription Accessories

Where Cracia sells non-customised accessories or ready-made items alongside prescription lenses, such items may be eligible for return within 7 days of delivery, provided they are unused, in their original packaging, and accompanied by proof of purchase. This clause does not apply to made-to-order prescription lenses, which are governed by Sections 3 to 6 above.

11. Contact Us

For all return, replacement, or refund requests, please reach out to our support team:

• Email: support@cracia.in
• Phone: +91-XXXXXXXXXX
• Address: Fortune Optical, Cracia Lens Division, Ghaziabad, National Capital Region, Uttar Pradesh, India

We are committed to resolving every query fairly, promptly, and transparently.