Terms and Conditions

Latest updated: 15th September 2026

Previously updated: 12th June 2025

Last Updated: 30th September 2024

Welcome to Optiwar ("the Website"). These Terms and Conditions ("Terms") govern your use of the Website, operated by Krishna Ecommerce Technologies Private Limited ("Company", "we", "us", or "our"), located at Godown Village Fazilpur, Badshahpur Tethar(222), Badshahpur, Gurgaon-122101 India. By accessing or using the Website, you agree to comply with and be bound by these Terms. If you do not agree with these Terms, please do not use the Website.

1. Acceptance of Terms

   By accessing, browsing, or using the Website, you acknowledge that you have read, understood, and agree to be bound by these Terms, as well as any additional guidelines, rules, or policies posted on the Website. These Terms may be updated periodically, and your continued use of the Website constitutes acceptance of such changes.

2. Eligibility

   You must be at least 18 years of age to use the Website. By using the Website, you represent and warrant that you have the legal capacity to enter into this agreement and abide by these Terms.

3. ¹ Limited prescriptions changes as per system automation proces

4. Cancellation and Refunds Policy

   Simply request for cancellation using our contact form and get a ticket number issued.
   
   Orders once placed can be cancelled free of cost within 6 hours of placing the orders considered un-processed orders.
   
   Processed Orders means where lenses have been ordered or cut make to order or basically processing has been initiated cannot be cancelled and may be subject to cancellation cost of upto 50% of the order value, however, for International orders, any cancellation request less than 6 hours will attract a 7% cancellation fees for un-processed orders within 6 hours of placing orders or 57% cancellation cost where orders have been processed.
   
   Money will be refunded back to same source of payment within 3-5 business days

5. OPTIWAR RETURNS, REPLACEMENTS & LIMITED WARRANTY POLICY

   Effective for Retail and Wholesale Orders placed on optiwar.in

   1. IMPORTANT — YOUR ORDER IS PLACED SUBJECT TO THESE TERMS

   Optiwar operates as a modern electronic wholesale optical factory outlet. Our prices are based on centralized online ordering, factory/wholesale-style supply, automated processing and limited after-sale fitting services.

   Optiwar is not a neighbourhood optical shop, boutique eyewear store or physical fitting centre.

   Before placing and paying for an order, every customer is required to read and expressly accept this Returns, Replacements & Limited Warranty Policy and Optiwar's applicable Terms & Conditions.

   By affirmatively accepting these terms and placing the order, the customer confirms that:

   • the product details, measurements, prescription information, lens selections, colours, quantities and prices have been reviewed before purchase;
   • spectacles may require normal post-delivery adjustment by a local optician;
   • Optiwar does not provide an unconditional trial, satisfaction guarantee or change-of-mind return facility;
   • customized and prescription products may have substantial non-recoverable value once manufactured;
   • approved returns are subject to inspection;
   • applicable return/reverse-pickup charges may be payable by the customer;
   • where a discretionary return of prescription spectacles is accepted, the non-recoverable value of customized prescription lenses may be deducted from the refund as described below; and
   • the customer accepts these conditions as part of the purchase contract.

   Nothing in these terms excludes any right or remedy that cannot lawfully be excluded or limited.

   2. NO GENERAL CHANGE-OF-MIND RETURN

   Optiwar does not operate a "buy, try and return" business model.

   A correctly supplied product is not automatically returnable or replaceable merely because the customer subsequently:

   • changes their mind;
   • dislikes the style, colour, size, appearance or feel;
   • believes another frame would look better;
   • finds the frame loose, tight, high, low, tilted or in need of normal adjustment;
   • experiences an issue normally capable of correction through routine optical fitting;
   • experiences subjective discomfort or adaptation;
   • expected a higher degree of cosmetic finishing or boutique inspection than is reasonably inherent in the product supplied; or
   • decides after delivery that the product is unsuitable for personal preference reasons.

   Optiwar may nevertheless voluntarily authorize a return in writing. Such authorization remains subject to return charges, inspection and the refund calculation stated in this policy.

   3. SPECTACLE FITTING, ALIGNMENT AND BALANCE

   Spectacles are wearable optical products and may require adjustment to the individual customer's face after delivery.

   This may include:

   • temple adjustment;
   • nose-pad adjustment;
   • alignment;
   • tilt;
   • tightening;
   • balancing;
   • adjustment behind the ears; and
   • other ordinary fitting work.

   These matters do not, by themselves, establish a manufacturing defect.

   A customer may obtain such adjustment from a competent local optical store at the customer's own cost.

   Optiwar does not ordinarily reimburse third-party fitting or adjustment charges unless Optiwar expressly agrees to do so in writing before the expense is incurred.

   Customers requiring repeated in-person fittings, boutique-level finishing, individual physical measurements or exceptionally stringent cosmetic inspection should use a physical optical service providing those facilities.

   4. PRESCRIPTION LENSES — IMPORTANT CUSTOMIZED-PRODUCT CONDITION

   Prescription lenses are manufactured, processed, surfaced, coated, edged and/or fitted according to the prescription and product selections associated with a particular order.

   Once prescription lenses have been manufactured or fitted into a frame, they may have little or no reasonable resale value to Optiwar.

   Accordingly, acceptance of a spectacle return does not automatically mean that the entire price paid for the spectacles will be refunded.

   Where Optiwar accepts a discretionary return of spectacles containing customized prescription lenses, Optiwar may deduct the non-recoverable value attributable to the customized prescription lenses and associated processing.

   The deduction will be determined from the order configuration and inspection and may be up to 50% of the relevant returned spectacle/product value, but will not exceed the applicable disclosed cap.

   The customer will be informed of the refund calculation following inspection.

   For clarity:

   • Amount Paid
   • − applicable customized prescription-lens deduction
   • − applicable return/reverse-logistics charges
   • − other charges expressly disclosed as non-refundable where applicable
   • = Refund Payable

   This deduction is intended for a discretionary return of correctly supplied customized goods. It is not intended to deprive a customer of a remedy where Optiwar itself supplied an incorrect product, incorrect prescription or product having a genuine covered manufacturing defect.

   5. PRESCRIPTION ACCURACY, ADAPTATION AND VISUAL COMFORT

   Subjective visual discomfort does not automatically establish that prescription lenses were manufactured incorrectly.

   Where a prescription complaint is raised, Optiwar may verify:

   Prescription supplied by customer → Prescription confirmed in order → Lens specification ordered → Lens actually supplied

   If the spectacles correspond to the prescription and specifications accepted by the customer, adaptation, wearing preference or subjective visual comfort does not automatically create a right to replacement.

   Where Optiwar establishes that it supplied an incorrect prescription or specification, the matter will instead be handled as an incorrect-supply claim.

   6. COSMETIC CONDITIONS, MINOR MARKS AND THIRD-PARTY FITTING DAMAGE

   Minor cosmetic variation that does not materially impair the normal use of the product does not automatically constitute a manufacturing defect.

   In particular, Optiwar is not responsible for scratches, chips, marks, tool marks, deformation or damage caused after supply, including during:

   • lens fitting or removal by another optical store;
   • frame adjustment;
   • heating or bending;
   • tightening or repair;
   • accidental impact;
   • improper handling;
   • improper cleaning;
   • chemical exposure;
   • modification; or
   • other third-party work.

   A scratch or chip produced while another optician is fitting lenses into a frame is not converted into an Optiwar manufacturing defect merely because it appears on an Optiwar-supplied frame.

   A genuine manufacturing defect that existed in the product when supplied will be assessed separately.

   7. DEFECTIVE OR INCORRECTLY SUPPLIED PRODUCTS

   Where the customer claims that Optiwar supplied the wrong product, wrong specification, wrong prescription or a product with a genuine manufacturing defect, Optiwar will investigate the claim.

   Optiwar may request reasonable supporting material, including:

   • photographs or video;
   • order number;
   • product packaging;
   • prescription;
   • measurements;
   • product labels;
   • photographs of the alleged defect; or
   • return of the product for physical inspection.

   After verification, Optiwar will determine the appropriate repair, replacement, refund or other remedy according to the circumstances, applicable warranty and applicable law.

   8. CUSTOMER MAY REQUEST A RETURN — BUT RETURN AUTHORIZATION IS REQUIRED

   A customer wishing to return a product should first submit a return request to Optiwar within 7 days of delivery of the order, from My Orders on optiwar.in, with a description of the problem and, where a manufacturing defect is reported, at least two photographs of the defect.

   Optiwar may respond:

   • RETURN APPROVED
   • RETURN APPROVED SUBJECT TO INSPECTION
   • REPLACEMENT APPROVED
   • FURTHER INFORMATION REQUIRED
   • RETURN NOT APPROVED

   Where Optiwar permits the goods to be returned for inspection, this does not constitute an advance promise of a full refund.

   The final outcome and refund amount may depend upon physical inspection.

   Customers should not send goods to an Optiwar location until return instructions have been issued.

   9. RETURN / REVERSE-PICKUP COST

   Unless Optiwar expressly confirms otherwise in writing, the customer is responsible for the cost of returning goods under an approved discretionary return or replacement request.

   The customer may be instructed either:

   • A. Customer Return: Send the product to the designated Optiwar return location using an appropriate courier at the customer's cost; or
   • B. Optiwar Reverse Pickup: Request Optiwar to arrange reverse pickup, in which case the applicable reverse-pickup/logistics charge will be collected from or deducted from the amount payable to the customer.

   Where applicable, the relevant GST invoice/document for reverse logistics will be provided.

   The reverse-pickup price may change from time to time according to courier, location, package weight and other logistics factors.

   10. INSPECTION DETERMINES THE RETURN OUTCOME

   All returned goods may be physically inspected before the final refund or replacement decision.

   Inspection may determine:

   • whether the returned item is the item supplied by Optiwar;
   • whether it has been used;
   • whether prescription lenses have already been manufactured/fitted;
   • whether the frame or lenses have been modified;
   • whether another optical store has worked on the product;
   • whether scratches/chips/damage occurred after delivery;
   • whether components are missing;
   • whether the claimed defect is present;
   • whether the product corresponds to the order;
   • whether the product remains commercially reusable; and
   • what portion, if any, of the product has become non-recoverable because of customization.

   The refund is determined from the actual circumstances found on inspection, rather than automatically from the customer's characterization of the complaint or Optiwar's initial authorization to return the goods.

   11. REFUND CALCULATION FOR AN APPROVED DISCRETIONARY RETURN

   Where a return of a correctly supplied product is accepted by Optiwar as a commercial accommodation, the refund may be calculated as follows:

   Non-prescription product:

   • Eligible product value
   • − applicable return/reverse-pickup charges
   • − any specifically disclosed non-refundable charges
   • = Refund

   Spectacles containing customized prescription lenses:

   • Eligible returned product value
   • − customized prescription-lens/processing value (up to 50% of the relevant returned spectacle value)
   • − applicable return/reverse-pickup charges
   • − any specifically disclosed non-refundable charges
   • = Refund

   Optiwar will not apply an arbitrary percentage merely because a return has occurred. The applicable deduction should correspond to the returned product, its customization and the conditions disclosed when the order was placed, subject to the stated maximum.

   Where Optiwar is responsible for an incorrect supply or a covered manufacturing defect, the appropriate remedy will be determined separately rather than automatically applying this discretionary-return formula.

   12. USED, ALTERED OR CUSTOMER-DAMAGED PRODUCTS

   Optiwar may reject a discretionary refund where inspection shows that a product has been materially used, damaged, modified, improperly handled, altered, repaired or worked upon by a third party.

   If a returned product is rejected following inspection, Optiwar may require the customer to pay the cost of sending the product back to them.

   The customer should provide collection/redelivery instructions within the period communicated by Optiwar.

   Unclaimed returned goods will be dealt with according to the applicable terms and law.

   13. CONTACT LENSES AND SEALED/HYGIENE-SENSITIVE PRODUCTS

   Opened, worn, used, unsealed or tampered contact-lens packs and other hygiene-sensitive products are not accepted for discretionary return.

   Customers must carefully verify brand, product, power, cylinder, axis, ADD, dominant-eye/design information, BC, quantity and other applicable parameters before confirming the order.

   Where Optiwar's ordering system prevents a manufacturer-unsupported prescription combination, the customer must select from the available manufacturer-supported combinations.

   An error in prescription information entered or confirmed by the customer does not make an otherwise correctly supplied contact-lens product defective.

   Incorrectly supplied goods or genuine covered product defects will be reviewed separately.

   14. RETURN DECISIONS ARE PRODUCT-SPECIFIC

   Optiwar sells different categories of optical products.

   The returnability of a frame, finished prescription spectacles, prescription lenses, accessories and sealed contact lenses cannot necessarily be treated identically.

   A written return authorization for one component does not automatically authorize return or refund of every other component in the order.

   15. COMMUNICATION AND WRITTEN RECORD

   Return and replacement decisions should be communicated in writing.

   The customer should retain the order confirmation, invoice, prescription details, return authorization and return tracking information.

   Optiwar will similarly retain the applicable order and acceptance record according to its record-retention practices.

   16. FAILED DELIVERY, RETURNED PACKAGES AND UNCLAIMED PARCELS

   Where the courier cannot deliver an order (for example an incorrect or incomplete address, an unreachable phone number, refusal at the door or repeated absence) and returns the package to Optiwar, the order is not cancelled and the amount paid is not refunded on that account. Optiwar will inform the customer that the package is coming back.

   Once the returned package has been physically received and checked in by Optiwar's operations team, the customer will be notified that it can be shipped again. For eligible orders placed on optiwar.in, reshipment is offered on payment of a fixed reshipping charge of Rs 250 through the customer's account (My Orders). The customer should confirm or correct the delivery address and phone number before paying, as the reshipment will otherwise be attempted to the same address.

   Optiwar will hold a returned package for sixty (60) days counted from the date its operations team physically confirmed receipt of the package (not from the date the courier first failed to deliver, initiated the return or marked the shipment as returned). During this period Optiwar will make reasonable attempts to notify the customer at the e-mail address and phone number on the order.

   If the reshipping charge has not been paid and the package has not been reshipped when the holding period ends, the package will be treated as abandoned. Reshipment through the customer's account is then no longer available, and Optiwar may handle or dispose of the abandoned goods as permitted by applicable law. The customer may write to support@optiwar.com within the holding period if the notified deadline needs to be reviewed. Nothing in this clause limits any right the customer has under law that cannot be excluded.

   17. ACCEPTANCE AT CHECKOUT

   This policy forms part of the terms upon which Optiwar accepts an order.

   The customer is shown the applicable terms before payment/order confirmation, and the checkout requires an affirmative, un-preselected acceptance of Optiwar's Terms & Conditions and this Returns, Replacements & Limited Warranty Policy. The version accepted is recorded against the order.

   18. CUSTOMER ACKNOWLEDGEMENT

   By affirmatively accepting the applicable terms and placing an order, the customer acknowledges that the disclosed conditions formed part of the purchase decision.

   Acceptance of these terms does not mean that Optiwar can disregard obligations that legally cannot be excluded. Rather, the purpose of these terms is to clearly define in advance the service Optiwar is selling, what services it is not selling, the treatment of customized optical products, and the procedure applicable if a return is subsequently requested.

   Policy version 2026-10-03-in · Terms version 2026-09-15

6. Shipping Policy

   Processed goods will be shipped and AWB tracking will be shared with customers / buyers.
   Minimum delivery time within India 1 day and maximum delivery time 45 days
   
   Minimum delivery time outside India -3 days for most modern customs countries , maximum is 45+ days subject to refusal or detention cases.
   
   International Orders once shipped cannot be returned or refunded. Once goods are exported from India, they are considered as shipped with generated AWB as per Reserve Bank of India rules and any confiscation or detention of goods in foreign land outside control of India juristication will be liability of the customers.
   
   Goods once exported outside of India cannot be refunded / returned or chargeback will be un-authorised as per regulations mandate.
   If you choose Country of delivery as 'Others' we will send you additional charge invoice basis your location.
   

7. Use of the Website

   You agree to use the Website only for lawful purposes. You are prohibited from using the Website in any manner that could damage, disable, overburden, or impair any server or the network(s) connected to the server, or interfere with any other party's use of the Website.

8. Intellectual Property

   All proprietary content, including code, design, graphics, or any underlying software but not limited to text, images, logos, designs, and graphics available on the Website, is the intellectual property of Krishna Ecommerce Technologies Private Limited or its licensors. You may not reproduce, distribute, modify, create derivative works, publicly display, or otherwise use any content from the Website without our prior written consent.

   Any brands, logos, trademarked goods which are listed on the website are the intellectual property of their respective owners or licensors. The use of such trademarks on the website is strictly for identification purposes and does not imply any affiliation, endorsements, or sponsorship unless otherwise explicitly stated.

9. User Content

   You may have the opportunity to post, submit, or otherwise make available content, including but not limited to reviews, comments, or other materials ("User Content"). By submitting User Content, you grant Krishna Ecommerce Technologies Private Limited a worldwide, royalty-free, perpetual, irrevocable, and transferable license to use, reproduce, modify, distribute, and publicly display such content.

10. Privacy Policy

    We take your privacy seriously. Please refer to our Privacy Policy for information on how we collect, use, and protect your personal information.

11. Third-Party Links

    The Website may contain links to third-party websites or services that are not owned or controlled by Krishna Ecommerce Technologies Private Limited. We have no control over, and assume no responsibility for, the content, privacy policies, or practices of any third-party websites or services. Your use of third-party websites is at your own risk.

12. Disclaimer of Warranties

    All content, services, and products provided through the Website are provided "as is" and "as available" without warranties of any kind, either express or implied. Krishna Ecommerce Technologies Private Limited does not provide any warranty that the Website will be uninterrupted, error-free, or free of viruses or other harmful components.

13. Limitation of Liability

    To the fullest extent permitted by applicable law, in no event shall Krishna Ecommerce Technologies Private Limited, its directors, employees, or agents be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or in connection with your use of the Website.

14. Indemnification

    You agree to indemnify, defend, and hold harmless Krishna Ecommerce Technologies Private Limited and its affiliates, directors, officers, employees, and agents from any claims, damages, losses, liabilities, costs, and expenses arising out of or related to your use of the Website.

15. Termination

    We reserve the right to terminate or suspend your access to the Website, without notice, for conduct that we believe violates these Terms or is harmful to our interests or those of other users.

16. Governing Law

    These Terms shall be governed by and construed in accordance with the laws of Haryana or New Delhi, India, without regard to its conflict of law principles.

17. Changes to Terms

    We reserve the right to modify these Terms at any time. Any changes will be effective immediately upon posting to the Website. Your continued use of the Website constitutes acceptance of the modified Terms.

18. Contact Information

    If you have any questions or concerns about these Terms, either write to us at Krishna Ecommerce Technologies Private Limited> Godown Village Fazilpur, Badshahpur Tethar(222), Badshahpur, Gurgaon-122101 ,India OR by using contact email form Conact us form
    Phone: +91-8010077770