This Cancellation Policy explains how customers can cancel orders placed on the LensiQ Platform, the timelines involved, refund procedures, and special considerations for custom products. Our aim is to be transparent and fair while maintaining operational efficiency.
LensiQ understands that plans may change. This policy outlines how to cancel orders, secure refunds, and interact with our team. It applies to all orders placed via the mobile app, website, and related services, regardless of payment method or product type.
Key terms include Order, Order Placed, Order Awaiting Acceptance, Order Accepted, Cancellation Window, Refund, Refund Processing, Prescription Lenses, Payment Gateway, and Cash on Delivery (COD). Refer to the full policy text for detailed definitions.
Understanding statuses helps you act quickly:
Contact support via in-app chat, email (contact@lensiq.app), or phone (+977 9814781036). Provide your order number, account details, and reason. Requests are reviewed based on processing status, inventory, manufacturing stage, business impact, and timing. Approval is not guaranteed.
Processing stops, inventory is returned, and refunds are initiated. Confirmation includes timelines and reference numbers.
eSewa and Khalti refunds post to customer wallets; transaction fees are non-refundable per gateway rules.
Track refunds via “My Orders,” email, SMS, or support. If funds do not appear within 7 business days, contact support with order and refund reference numbers for investigation and reissuance if required. LensiQ guarantees initiation within 24 hours of approval.
Prescription orders can be cancelled before manufacturing begins for a full refund. Once production starts, cancellation is unavailable due to customization. You’ll be notified when manufacturing begins. Returns are possible within 7 days if lenses are incorrect or defective.
Orders generally cannot be modified after placement. Contact support immediately to request changes before acceptance; otherwise cancel and reorder. If you ordered the wrong item, cancel within the window or contact support to arrange returns/refusals after shipment.
Active orders continue to process even if you request account deletion. Refunds are sent to the original payment method or via bank transfer. After account deletion, contact support directly for any remaining cancellation needs.
Bulk orders (5+ items) may have custom cancellation terms. Coordinate with the sales team (contact@lensiq.app) before ordering. Without special agreements, standard cancellation windows apply, and restocking fees may be charged after acceptance.
Reach us via:
Provide your registered phone number, order number, product details, reason for cancellation, preferred refund method (for COD), and any supporting documentation.
This policy complies with Nepal’s Consumer Protection Act and e-commerce regulations. You have the right to cancel within reasonable periods, receive timely refunds, and escalate unresolved issues to consumer authorities or courts if necessary.
LensiQ may update this policy to reflect legal changes or operational improvements. Material updates are communicated via email or in-app notices at least 15 days before taking effect. Continued use implies acceptance.
Definitions include Acceptance, COD, Cancellation Window, Dispatch, Fulfillment, Manufacturing, Partial Refund, Refund, Restocking Fee, and Substitute. Refer to the policy details for descriptions.
Modification requests are not guaranteed after placement. Payment gateway fees are non-refundable. Force majeure events (natural disasters, regulatory actions, network outages) may delay cancellations or refunds; LensiQ will notify you and process refunds when possible.
Common queries cover cancellation windows, refund timelines, post-acceptance options, mistakes in orders, COD cancellations, prescription-specific rules, and actions if support is unreachable. Refer to the FAQ list for detailed answers.
By placing orders on LensiQ, you acknowledge that you have read, understood, and agree to this Cancellation Policy, including timelines, refund processes, and limitations.
LensiQ Pvt Ltd • 📞 +977 9814781036 • 📧 contact@lensiq.app • 📍 Kathmandu, Nepal • Platform: LensiQ Mobile App & Website • Business Hours: 7 days a week during business hours
This Cancellation Policy, together with the Terms and Conditions and Privacy Policy, forms the complete agreement governing order cancellations. Invalid provisions do not impact the remainder of the policy.
Effective November 1, 2025 (Version 1.0). Applies to all orders placed on or after this date; previous orders follow earlier terms. Check the Platform for future updates.
LensiQ is dedicated to simple cancellations, timely refunds, responsive support, legal compliance, continuous improvement, transparency, and respect for consumer rights. © 2025 LensiQ Pvt Ltd. All Rights Reserved.