Exchange & Cancellation Policy

14 DAY EASY EXCHANGE POLICY
John Jacobs is committed to providing you great quality products at affordable prices. In the rare case that you aren't fully satisfied with the product or find the product is not 'as described' on our website, or is received in a 'damaged' condition, we want you to initiate an exchange within 14 days of delivery.
Just call us or send an email and we will replace it for you. Once received back at our warehouse in its original condition, along with the invoice, you will have the option to exchange your frames for a replacement.

HOW DO I RETURN PRODUCT?
Follow these easy steps to complete your return:
1. Call us on +91-9211844000 to initiate your return & confirm the mode of returning the product to us.
2. Email us at support@john-jacobs.com with subject as Exchange Order “Your order Number”.
3. Reimbursable Delivery by a courier of your choice
Select any courier service of your choice to return the product back to us.
Ship your product along with the invoice, back to us at the address below:

Dealskart Online Services Pvt Ltd
D-12/2 , Industrial Area
Okhla Phase-2
New Delhi, 110020
We will reimburse up to Rs.100 towards your shipping costs, subject to your product is received back in its original condition.
4. Once we receive the product at our warehouse we will inspect it to ensure that it is in the same condition as it was sent to you in. Thereafter, you can opt for an exchange.

Note: You must have initiated the return process within 14 days from receipt of your product.

CAN ALL PRODUCTS BE EXCHANGED?
We want you to be 100% satisfied with our products. In general, we provide a replacement for all our products, per the policy above, with the following exceptions:
1. Scratches on frame or lens that were not present at the time of delivery. We do a rigorous 3-step quality check to ensure that the product reaches you in perfect condition
2. Product damaged due to mishandling post-delivery [product is de-shaped, with visible external damage to the product].
3. Eyewear case or other standard packaging is damaged or torn or otherwise not in the same condition as it was received.
4. The warranty or guarantee card is missing.

RECEIVED A DAMAGED OR BROKEN PRODUCT?
While we ensure that each product reaches you in perfect condition, in the unlikely event that you receive a product that is damaged, broken, or not what you ordered, we are there for you!
• In such cases, please inform us at +91-9211844000 or at support@john-jacobs.com
• We will ensure that we rectify the error and send you the product as you had ordered.
• If you would like to replace the product please follow the process as given above.

ON AVERAGE, HOW LONG DOES IT TAKE FOR MY EXCHANGE TO BE COMPLETED?
Based on the exchange method chosen it normally takes 10-15 business days for you to get an exchange, assuming that the product is received back to us in its original condition. Here's how it works:
1. DELIVERY OF PRODUCT TO OUR WAREHOUSE (6-10 DAYS)
2. QUALITY INSPECTION AT WAREHOUSE (1-2 DAYS)
3. CONFIRMATION CALL (1 DAY):
4. EXCHANGE ORDER: 2-4 BUSINESS DAYS

CANCELLATION POLICY:
We custom-make each lens specifically for you - we can't reuse a lens cut for you, for anyone else, should you choose to cancel your order. However, we want you to be able to try John Jacobs 100% risk-free. Thereafter, if you would like to cancel your order before it has reached you, for any reason you, please choose one of the following methods:
1. Email to support@john-jacobs.com with the subject ‘Order Cancellation “Your order number”’ or call us at +91-9211844000 to cancel your order.

Lens Replacement Offer

1. This offer is applicable only on John Jacobs eyeglasses purchased from exclusive John Jacobs stores. It is not applicable for orders placed online.
2. Only applicable on BLU index adjusted single vision lenses with no coating applied.
3. Lenses will be replaced in case of scratches only. Any other issue including but not limited to breakage, watermarks, or power issues will not be covered in this offer.
4. The offer will be applicable only after 3 months (or 90 days, whichever later) of the purchase date. 
5. Customer can place the lens replacement order only from the store.
6. Applicable on eyewear purchased on or after 10th July 2019