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Return to shopLens Order Policy
This Lens Order Policy has been designed to ensure transparency, quality, and timely service
for all customers. Every order is processed according to international standards, with customer
satisfaction as our highest priority. We believe that clear policies and responsible service build
trust and long-term relationships with our valued customers
Comprehensive Lens Order Policy (Bangladesh Context)
1. Order Acceptance
- - Orders must be placed in writing (office form, email, or official WhatsApp/Messenger).
- - Prescription must be issued by a BMDC-registered doctor/ophthalmologist.
- - Each order must clearly specify lens power, coating, brand and frame size.
2. Pricing & Payment
- - Prices will be set in Bangladeshi Taka (BDT).
- - Accepted payment methods: cash, bank transfer, mobile banking (bKash, Nagad, Rocket).
- - A minimum 50% advance payment is required to confirm the order.
3. Delivery & Timeline
- - Delivery within Dhaka and major cities via courier (SA Paribahan, Sundarban, Pathao Courier).
- - Delivery to Rangpur and northern regions typically takes 3–7 working days.
- - Customers will be provided with a delivery tracking number.
4. Return & Replacement
- - Wrong power or damaged lenses must be reported within 3 days of receipt.
- - Return shipping costs are borne by the customer, but replacement will be provided by the company.
- - Special/custom orders (e.g., high-index, progressive, tinted) are generally non-returnable.
5. Quality Assurance
- - All lenses will be supplied according to ISO and CE-certified international standards.
- - Local QC (Quality Check) will be performed before delivery to the customer.
6. Legal & Tax Compliance
- - All transactions will comply with Bangladesh government VAT and tax laws.
- - Customers will receive proper invoices and receipts.
7. Customer Support
- - Customer support team will be available from 10 AM to 10 PM via phone and WhatsApp.
- - Express processing will be available for urgent orders.
8. Delay in Delivery Acceptance
- - Customers will be informed of the standard delivery timeline (usually 7–30 working days) at order confirmation.
- - If a customer does not accept delivery for more than 2 months:
- - A storage fee will apply (monthly fixed charge).
- - The company reserves the right to cancel the order, and advance payment may be partially or fully non-refundable.
9. Long-Term Order Hold
- - If customers cannot accept delivery due to special circumstances (e.g., travel abroad, illness), they must notify the company in writing
- - Orders can be held for a maximum of 3 months, after which they will be considered cancelled.
10. Cancellation Policy
- - If customers fail to accept delivery within the stipulated time and no written request is made, the order will be cancelled.
- - For cancelled orders:
- - Customized lenses are strictly non-refundable.
- - For standard lenses, the company may provide partial refunds (excluding processing fees).
11. Customer Notification
- - In case of delivery delays, the company will send at least two reminders via phone, SMS, WhatsApp, or email.
- - If no response is received within the given timeframe, the company will act according to policy.
Our Lens Order Policy is designed to ensure transparency, quality, and timely service for every
customer. Each order is processed according to international standards, with customer
satisfaction as our highest priority. We believe that clear policies and responsible service build
trust and long-term relationships with our valued customers
What We Offer
Your Vision. Our Expertise
Transparency Message
“We take utmost care during repairs. If a fragile frame breaks, we inform customer
beforehand.”