CANCELLATION POLICY
Cancellation Policy – Johnhill Company Limited:
At Johnhill, we strive to provide a seamless shopping experience; however, there may be certain circumstances where we are unable to accept an order. Therefore, we reserve the right, at our sole discretion, to refuse or cancel any order. This may include situations such as limited availability of the product, pricing or product information errors, issues identified by our fraud avoidance department, or any other reason identified by Johnhill for not accepting the order. In some cases, we may request additional information before accepting an order. If your order is fully or partially cancelled, or if we require additional information, we will promptly notify you.
Cancellation by Customer:
As a valued customer, you have the option to cancel your order before it is shipped to the designated destination. Registered customers can easily track their order status using the “Track Order” option available on our website, https://www.johnhill.com/trackorder.
Once we receive your cancellation request, we will initiate the refund process. The refund amount will be credited back to your account using the same payment mode used for the transaction. Rest assured, if a transaction fails after the amount has been deducted from your account, we will refund the amount to your account as soon as possible.
We value your satisfaction and strive to address any concerns or issues promptly. If you have any questions or require further assistance regarding cancellations, please don’t hesitate to contact our dedicated customer support team.
Please note that our cancellation policy is designed to ensure a fair and transparent process for all our customers.
RETURN POLICY
Johnhill, as a brand, is committed to ensuring full customer satisfaction with respect to the products available on our website, security & customer assistance. However, if you are not happy with the product, you can choose to return your product within 7 days of delivery.
Note: Shipments returned through any other logistic partner will not be accepted.
For products with Bifocals lens and Progressive lens fitted in them, customers need to visit the nearest store for a resolution of the problem.
Return Charges
Domestic Order: Our courier partner will collect the order from the provided address (within India). Customers need not pay any shipping charges to return the product.
How to initiate the return process?
- Customers should login to Johnhill website / App via the same mobile number they had ordered the product.
- Go to My Account > My orders and open the Order that they wish to return.
- Under the order, please select the item you want to return, click on Return Item. Select the reason of return and confirm.
- All the products must be returned in their original condition, unaltered and unused, in packed condition. The courier partner will not accept return shipments in case the package is not sealed by the customer.
- Place the invoice inside the package for the return process. Without these, returns will not be processed.
NOTE: We shall not entertain any request after 7 days from the date of receipt of the product.
COD Charges
In case of partial returns, the COD charges will not be refunded back.
Refund
We shall process the refund once we receive the product. The product must be in unused condition, in its original packaging along with its original tags and invoice, failing which refund may not be possible.
No refund will be provided in case of usage breakage cases such as wear & tear of products.
Once the refund process has been initiated, the amount will be directly refunded to the refund source (Wallet Credit / Payment Source) selected by you at the time of placing a Return within 5-7 days from the receipt of returned product(s) & passing QC at the warehouse of johnhill.com.
You can choose to get refund back to source or in your Johnhill Credit wallet. In case of COD orders, you will be required to enter your bank details (in the My account section on the Johnhill website) and the same will be refunded back in the account for details shared within 7-10 days from the receipt of returned product(s) & passing QC at the warehouse of johnhill.com
If in case of Lens Upgrade (Wrong Prescription, Out of Power Range, Wrong Lens Selection, etc.,) our Customer Support advisor will take consent from you over the call for cancelling the order & the amount will be credited only to Johnhill Credit Wallet & used only for booking a new order simultaneously.
Note: Please ensure you’re entering correct Bank account details, in case of any mistakes Johnhill Company Limited will not be responsible for Refund Failure & Delay in Refund.
Exchange
We regret to inform that exchange of products is not possible for the products bought from our website.
Manufacturing Defect
Customer can visit any of the Johnhill stores to address a manufacturing defect.
- Customer should ensure that the original invoice is available.
- In case a replacement of frame/SG is required, the customer will be given an option of buying the same or a higher priced frame. In case he/she chooses to go for a lower priced frame, the price difference will not be refunded.
- In case the customer has got the frame fitted with a lens from some other shop (non-Johnhill), we will not take responsibility for fitting damage.
- Please Note: The exchange at store is not available for all the products, please check the product description page to know if the product you have bought can be exchanged at a store or not.
You can also contact our customer support team to guide you further in case you have received a defected product.
Note: Any wear & tear or product handling breakage issue will not be entertained as a defective product.
Discounts and Warranty Policies
WARRANTY DETAILS – House Brands:
Note: Above policy is applicable for all products including eyeglasses, sunglasses and contact lenses. Products such as lens cleaner, cases, accessories 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.
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.
Note: For Progressive Johnhill Lenses, a 30-day warranty is applicable in case of non-adaptation i.e. in case the customer is uncomfortable with the progressive lens, he / she can return the product within the warranty period at any Johnhill Store. Subject to verification of the product and issue, Johnhill may rectify/replace as deemed necessary to provide higher comfort to the consumer.
Please Note: Warranty is not applicable on discounted products bought online.
Lenses – Terms and Conditions
Johnhill Lens is intended to be used for myopia management.
The adaptation period and performance of Johnhill Lens may vary from person to person and may be subject to factors including but not limited to environmental factors, nutrition and genetic disposition, and the presence of other abnormalities.
There are certain lifestyle changes that are recommended to be adopted while using the Johnhill Lens for the best result.
The warranty terms for the Johnhill Lens will be explained to the customer at the time of purchase.
The user is recommended to be under the care of the same Ophthalmologist/Optometrist during the said 9 months.
For effective results, the user should wear the Johnhill Lens constantly during the said 9 months, follow the wearing instructions, and adhere to the follow-up schedule.
Depending on individual characteristics, it may take a minimum period of one week for the user to adapt to new glasses. During the adaptation period, the following activities should be avoided by the user:
- Intense physical activity such as football/athletics, dancing etc.
- Driving any type of vehicle, such as a bicycle/moped, etc.
- Using new glasses in fitness classes or physical education classes at school.
- Using new glasses on high stairs or in other places with different heights, such as while climbing.
In case of any discomfort felt even after the adaptation period, the user must contact their concerned Johnhill store.