Terms of Sale, Service & Website Use
These Terms apply to the Lens Hut website, customer enquiries, appointment requests, eye-care services and purchases made from Lens Hut stores.
By using our website, booking a service or placing an order, you agree to these Terms. These Terms should be read together with our Privacy Policy, Warranty and Adaptation Policy and any product-specific or offer-specific terms.
Nothing in these Terms restricts any consumer right that cannot legally be excluded.
1. Website information
The Lens Hut website provides information about our stores, products, eye tests, services and offers.
Submitting an enquiry or appointment request does not automatically confirm an appointment or complete a purchase. Confirmation will be communicated separately by Lens Hut.
We may update product information, prices, services, offers and website content when required.
2. Products and availability
We take reasonable care to describe our products accurately. However:
- All orders are subject to product, laboratory and supplier availability.
- Where an ordered product becomes unavailable, Lens Hut may offer an equivalent product, an alternative selection, a revised delivery date or a refund of the amount paid for the unavailable product.
- No substitution will be made without customer approval.
3. Prices and quotations
Prices depend on the frame, prescription, lens material, lens design, coating, tint, customisation and applicable promotion. The final price will be stated on the accepted quotation, order form or invoice. Unless otherwise stated, retail prices include applicable GST.
A quotation becomes an accepted order only after the product specifications are confirmed; the customer approves the order; the required payment or advance is received; and Lens Hut accepts the order.
Obvious pricing or calculation errors may be corrected before an order is accepted. Where such an error is identified after acceptance, Lens Hut will inform the customer and provide the option of accepting the corrected price or cancelling the affected item for a refund.
4. Prescriptions and measurements
Prescription eyewear will be manufactured using the prescription, fitting measurements and product specifications recorded on the order. Customers may undergo a vision assessment at Lens Hut or provide a valid prescription issued by a qualified eye-care practitioner.
Lens Hut may recommend a fresh examination where an external prescription is incomplete, unclear, outdated or appears inconsistent. Lens Hut is responsible for correctly recording and processing the prescription accepted for the order. However, Lens Hut cannot guarantee the clinical accuracy of a prescription issued by another practitioner.
Customers should disclose relevant information regarding existing spectacles; previous adaptation difficulties; visual symptoms; digital-screen use; occupational requirements; driving needs; and known eye or medical conditions.
Frame size, fitting measurements, working distance and wearing position may affect the performance of prescription lenses, particularly progressive, bifocal and occupational lenses.
5. Custom-made products
Prescription lenses, completed prescription spectacles, personalised lenses, prescription sunglasses, custom tints and specially ordered products are manufactured or procured specifically for the customer. These products cannot ordinarily be returned or exchanged merely because of a change of mind.
This does not affect the customer's rights where a product is incorrectly supplied or materially different from the approved order.
6. Order confirmation, changes and cancellation
Customers must verify the following before approving an order: prescription; frame model and colour; lens material and design; coating or tint; fitting requirements; applicable offer; price; and other product specifications.
Once an order has been placed and accepted by Lens Hut, it cannot ordinarily be cancelled or changed. Where Lens Hut has made an error in recording, measuring, ordering or processing the product, the affected item will be corrected without additional charge. Nothing in this section restricts the customer's rights where a product is defective, incorrectly supplied or otherwise subject to a statutory remedy.
7. Payment and delivery
Lens Hut may require full payment or an advance before beginning an order. Any outstanding amount must be paid before or at the time of delivery.
Delivery dates are estimates and may depend on laboratory processing; supplier availability; prescription complexity; product customisation; and transport conditions.
Lens Hut will communicate material delays and provide a revised delivery where reasonably possible. Where an order cannot be completed because the product is unavailable, Lens Hut may offer a suitable alternative or refund the amount paid for the unavailable product.
8. Collection and inspection
Lens Hut shall perform final fitting, frame alignment and lens verification check before delivery. Customers should inspect the product at collection and report any visible damage or obvious order discrepancy promptly. Customers should collect completed orders within a reasonable period after receiving notification that the order is ready.
9. Returns, defects and refunds
Prescription and customised products cannot ordinarily be returned or exchanged. Where a product is alleged to be defective or incorrectly supplied, Lens Hut may inspect the product; order details; prescription; fitting measurements; frame alignment; and condition and pattern of use.
Depending on the inspection findings, Lens Hut may adjust or repair the product; replace the affected component; remake the lenses; or provide an equivalent product.
The appropriate remedy will depend on the nature of the issue and applicable warranty. Approved refunds will ordinarily be processed through the original payment method where reasonably possible.
10. Contact lenses
Contact lenses are prescription and hygiene-sensitive products. Opened boxes, used trial lenses and products with broken seals cannot ordinarily be returned or exchanged, except where the wrong product was supplied; the product was defective; the product was damaged before supply; or applicable law provides another remedy.
Contact lenses should be used according to professional advice, manufacturer instructions and the recommended replacement schedule. A spectacle prescription should not be used to order contact lenses unless the necessary contact-lens parameters have been professionally determined.
11. After-care and repairs
Basic frame adjustments, fitting checks and cleaning may be provided on a complimentary basis for Lens Hut customers.
The following may be chargeable: replacement parts; branded components; specialist repairs; welding or soldering; major repairs; courier charges; and third-party services. Any applicable charge will be communicated before chargeable work begins. Repairs or alterations may affect the original manufacturer warranty.
12. Offers and promotions
Offers are subject to stated validity dates; participating stores; eligible products; stock availability; and offer-specific conditions.
Unless expressly stated: only one promotional offer applies per invoice; offers cannot be applied retrospectively; offers cannot be exchanged for cash; offers cannot be combined with another promotion; and the lower-priced eligible item will receive the discount or complimentary benefit.
Premium upgrades, specialised prescriptions, coatings or products outside the eligible offer range may be charged separately. Offer-specific terms will prevail where clearly stated.
13. Intellectual property
The Lens Hut name, logo, website text, design, photographs, graphics and original content are owned by or licensed to Lens Hut. They may not be copied, modified, reproduced, republished or commercially used without prior written permission. Third-party trademarks, brand names and product names belong to their respective owners.
14. Complaints
Customers should first contact the Lens Hut store where the product or service was provided. Unresolved concerns may be sent to Lens Hut Customer Care — customercare@lens-hut.com · +91 88841 11108 · [Insert principal business address].
Please provide: customer name; registered mobile number; invoice number; store location; date of purchase; and a description of the concern. Lens Hut may request that the product be presented at a store for inspection.
15. Governing law
Subject to applicable consumer-protection law and mandatory jurisdictional provisions, disputes may be brought before courts or authorities having competent jurisdiction in Karnataka.
16. Changes to these Terms
Lens Hut may update these Terms when required. The terms applicable to a purchase will ordinarily be those in force when the order was accepted, together with the invoice; the approved order specifications; the applicable warranty; and any written product-specific or offer-specific terms.
Contact
Lens Hut · Legal entity: [Insert legal entity name] · Address: [Insert principal business address] · Telephone: +91 88841 11108 · Email: customercare@lens-hut.com · Website: www.lens-hut.com