Cancellation/Refund Policy

At Kontacts, we are committed to providing a seamless and reliable shipping experience for our valued customers. Please review our shipping policy below to understand the terms and conditions associated with the delivery of our premium lens wear products.

1. Order Processing:

All orders are processed within 3 business days. Business days exclude weekends and public holidays.

2. Shipping Methods:

We offer a range of shipping methods to accommodate your specific needs. You can select your preferred shipping method during the checkout process.

3. Shipping Rates:

Shipping rates are calculated based on the weight of your order and the selected shipping method. You can view the shipping cost at the checkout before finalizing your purchase.

4. Domestic and International Shipping:

We provide shipping services both domestically and internationally. For international orders, please note that additional customs duties and taxes may apply, and customers are responsible for these charges.

5. Order Tracking:

Once your order has been dispatched, you will receive a confirmation email with a tracking number. You can use this number to track the status of your shipment on our website or through the carrier's platform.

6. Delivery Timeframes:

Delivery times vary based on the shipping method and the destination. Standard shipping within India typically takes 2-3 business days, while international shipping may take longer.

7. Delayed Shipments:

In the rare event of a shipping delay, we will notify you promptly and work diligently to resolve any issues. Please note that factors such as customs clearance for international shipments may contribute to delays beyond our control.

8. Order Changes and Cancellations:

Once an order has been placed, changes or cancellations may be accommodated within 48 hours of purchase. Please contact our customer service team promptly to request any modifications.

9. Returns and Refunds:

Please refer to our Returns and Refunds Policy for information mentioned under Terms & Conditions. We strive to ensure your satisfaction, and our customer service team is available to assist with any concerns.

10. Contact Information:

For any shipping-related inquiries or assistance, please contact our customer service team at 

Cancellation Policy:

Medicines- An order can be cancelled from the ‘Order details’ screen on the Website before it is marked as out for delivery. Else, You can refuse it at the time of delivery and a refund will be processed into the payment source, in the event the order amount was paid online.

Healthcare Products - An order can be cancelled by getting in touch with our Customer Care team before the shipment is handed over to our logistics partner. Else, You can refuse it at the time of delivery and a refund will be processed into the payment source, in the event the order amount was paid online.

Return Policy:

Medicines - Kontacts return policy gives You an option to return the medicines purchased within 30 days of delivery. However, in case of refrigerated medicines, You can return the medicines within 3 days from the date of delivery of the medicines. You are requested to keep the copy of the invoice/bill from the Retail Pharmacies handy for verification.

Medicines if expired can be returned back to Kontacts  subject to Kontacts  approval. A maximum of upto 5% of the total sales value for the FY can be returned as expiry to Kontacts  subject to Kontacts  approval.

Eligibility of Medicines for Returns: Medicine(s) which are opened, partially used or disfigured are not eligible for returns. Please check the package carefully at the time of delivery.

Return Process: You can raise a request to return Your medicine(s) within 30 days of delivery with these simple steps:

Go to My Orders

Select the respective order and click on 'RETURN'

Select the item You wish to return with quantity and reason for return.

We will pick up the return items within 1-7 days from the date of request. Please keep the return package ready in its original packaging.

Healthcare Products - Kontacts return policy gives You an option to return the healthcare products purchased within 7 days from the date of delivery.

Eligibility of Products for Returns- The Products shall not be eligible for a return under the following circumstances-

If the product is a consumable item;

If the product has been tampered;

If the product packaging and/or packaging box and/or packaging seal has been tampered;

If it is mentioned on the product detail page that the product is non-returnable

Any accessories supplied with the product are missing;

If the product does not have a serial number or UPC number;

Any damage / defect which is not covered under the manufacturer's warranty;

The product is without original packing and accessories;

If the product is damaged due to misuse;

Refund Policy:

Once the refund has been initiated for eligible returns as mentioned above, the amount is expected to reflect as credit note as per the following timelines:

Credit Note – To be released within 30-60 days

*The MRP mentioned at the time of return is without discount and total amount to be refunded listed is an estimate. Total amount paid by You for the medicine(s) will be refunded once pick up is completed and verified by the third-party Retail Pharmacies.