14-Day Return & Exchange - No Questions Asked*.

It’s not cool if you receive anything less than the perfect eyewear for your needs- and we feel the same way! So, we promise to make it up to you and refund or exchange your product promptly. To this end, we’ve placed a 14-day no-questions-asked return and exchange policy so you can shop worry-free for your ideal eyewear!

Notwithstanding the above, refunds will not be issued for cash on delivery orders, whether made online or in stores.

*Returns are not applicable on discounted items. Exchanges are applicable on all products.

Here are some exchange & return FAQs for you:

How do exchanges work?

Simple!

Step 1 - Download the John Jacobs app on your mobile (iOS).

Step 2 - Click on ‘Orders’ in the My Account’ section and request an exchange or a return. Alternatively, you can call us at +91-99998 99998 or chat with us for an exchange.

In rare cases, where the reverse pick-up is not possible via our third-party courier facility due to reasons like pincode, non-serviceability, etc, we will get in touch with you to update you regarding the self-courier process

What are the self-courier steps once my return or exchange is confirmed?

• Ensure that the invoice, price tag and original packaging of your order are intact.
• Address the courier package to Dealskart Online Services Pvt. Ltd.
• Seal it properly and courier it back to our warehouse at Dealskart Online Services - Property No 29/24/2, 25/2/1, 30/4/1, 5/1, 6/1/1, 6/1/2, Revenue Estate, Off Village Begumpur Khatola, Gurugram - 122001, Haryana.
• Once we have received the package, you can opt for an exchange. We will refund the amount of Rs.100 for the courier charges incurred by you separately.

If an exchange is made with a product of lower value, will the difference be refunded?

If the exchange is made with a product of lower value, we will not be able to give you the difference back. So choose wisely!

How long does the exchange process take?

Exchange orders are typically processed within 10 to 15 working days.

What are the terms and conditions for return & exchange?

• Glasses must be returned or exchanged within 14 days.
• Glasses that have been scratched, bent, twisted or gone through any wearing and tearing will not be returned.
• Return & Exchange period for glasses with progressive lenses can be extended to 30 days to make up for the time taken to adjust to the lenses.
• Discounted or ‘on sale’ products can only be exchanged, not returned.
• In case of Buy One Get One orders, single product can only be exchanged, not returned.
• Eyewear cases are not eligible for exchange, return or warranty. 

What are the terms and conditions for our 1-year exchange warranty?

Lens warranty upto 1 year

Coverage includes :

• Lens coating peel off
• Spotting on lens

Frame warranty upto 6 months

Coverage includes :

• Frame Discoloration/ color fade
• Frame coating peel off
• Corrosion on frames

Policy exclusions

• Frame breakages including temples, hinges, nose bridge etc
• Lens breakages/ cracks/ chipping off/ thickness
• Scratches on lens or frame
• Any fitment or size related issues (covered only within 14 days under No question asked policy)
• Change in eye powers (covered only within 14 days under No question asked policy)
• Temple sleeves falling out
• Any other wear and tear
• Clip on falling off

Issues which are repairable and hence excluded from warranty. These issues are attended to real time, at all stores pan India (free of cost)

• Frame screw loose/ missing
• Misalignment
• Lens popping out/ falling out of frame
• Nose pad replacement/ fallen out
• Loose fitment

How to claim warranty

• Customers are required to submit 3-4 clear pictures of the product along with their order Id and contact details. The same can be chat with us. Alternatively, customer can connect on John Jacobs chat support with us and submit their pictures
• The team will review the claim and revert within 24 to 48 working hours
• Complete warranty claim process involves validation of defects through the expert team and hence the complete process could take 5-7 working days. Updates and status/ clarification on your claim shall be sent on email
• For issues which are repairable, customers are required to visit any of the nearby stores and claim repair services Free Of Cost. These type of issues are not covered in warranty
• In case insurance was purchased with the order and customers wish to claim the same, they are advised to visit the nearest store along with KYC document (aadhar card, passport etc). Refer to Insurance policy for all details and coverage
• As your eyeglasses are a product of daily usage, kindly follow the cleaning and maintenance protocol such as -
• Never keep glasses lens down
• Always use case for storage
• Always use selvet for cleaning
• Use lens cleaner and not any other liquid

Other terms and conditions

• Above policy is applicable for all products including eyeglasses and sunglasses. Products such as lens cleaner, cases etc are not covered under warranty.
• Warranty period starts from the date of product delivery
• Warranty for an exchange order is limited to the period of master order only and will not get refreshed
• Once warranty is approved, customers should be able to place an exchange order for any product and lens package combination restricted to the value of master order
• In case the same frame or lens package is not available, the company shall not be responsible. If a different frame or lens package is selected with a higher cost, the difference amount will not be borne by the company. Similarly, if the exchange order cost is lower than the master order, the balance amount will not be refunded in any condition and in any form.
• Refund request shall not be entertained in any scenario during warranty period

Can I return and get a refund for my order beyond 14 days?

• If you wear progressive lenses, your return period will be extended to 30 days.
• In case you would still like a refund on your purchase and your 14 days have elapsed, please chat with us and we will be happy to review your case.

At John Jacobs, we want to ensure that our patrons get nothing but the best quality, use and longevity from their purchases. We would love to hear from you, get in touch with you to hear your feedback on how to keep innovating and improving our processes to ensure optimum customer satisfaction. Please chat with us or drop us a DM on our Instagram page for any queries!