RETURNS, REFUNDS & EXCHANGES POLICY
Our Approach to Returns
At AARKA, every pair is prepared and packed with care. We want your experience with us to feel simple, considered, and reassuring. Our returns and refund process is therefore designed to provide a fair resolution where a product-related issue genuinely arises, while also protecting the integrity of our products and the customer experience.
When a Return or Replacement May Be Requested
A return or replacement request may be considered when the product delivered to you has a verified manufacturing defect, was damaged when received, is materially different from the product ordered, or an item forming part of the order is missing, or the order is otherwise incomplete.
Requests for a return or replacement must be raised within 7 calendar days from the date on which the order is shown as delivered. Requests received after this period may not be accepted, except where required under applicable law or where AARKA determines that an exception is appropriate based on the circumstances.
Change of Mind, Preference or Personal Choice
AARKA does not generally accept returns or exchanges simply because a customer has changed their mind, no longer prefers the selected frame, does not like the colour or style after delivery, or has otherwise changed their personal preference. This does not affect rights available to a customer where a product is defective, damaged, incorrect, incomplete, or otherwise covered by applicable consumer law.
Unboxing Video and Evidence Requirements
For certain product, damage, missing-item, or delivery-related claims, AARKA may require a continuous unboxing video as supporting evidence. To help us assess the condition of the package and product fairly and accurately, the recording should clearly show the package label, the sealed condition of the package, the opening of the package, and the product and its contents as received.
Photographs alone may not be accepted as sufficient evidence for claims where an unboxing video is required. This requirement is intended to preserve a clear and reliable record of the product's condition at the time of opening and to enable AARKA to assess claims consistently. It is not intended to question the customer's intentions or honesty.
Where the nature of the issue does not reasonably permit an unboxing video, AARKA may consider other relevant evidence and information on a case-by-case basis.
How to Raise a Return or Replacement Request
Please contact AARKA through our official customer support channel at team@aarkaeyewear.com, with your order number, a clear description of the issue, and the supporting information or evidence requested by our team. We may ask for additional details before confirming whether the request is eligible for return, replacement, exchange, or refund.
Submitting a request does not by itself constitute approval of the return or refund. The request will be reviewed against the applicable conditions of this Policy and, where relevant, the product will be physically inspected after it is received by AARKA.
Product Condition for Return
Where a return is approved, the product should be returned in its original condition, together with the original packaging, case, accessories, documents and other components supplied with the order, to the extent applicable. The product should not have been intentionally damaged, altered, modified, repaired by an unauthorised person, or subjected to misuse or abnormal handling.
AARKA may decline a claim where inspection reasonably indicates that the reported issue resulted from misuse, accidental or customer-caused damage, unauthorised modification or repair, improper handling, normal wear and tear, or another condition not attributable to a product defect or fulfilment error.
Return of the Product
Once AARKA confirms that a return is required, the customer will be provided with the applicable return instructions and return location. Unless AARKA expressly arranges otherwise, the customer is responsible for sending the product to AARKA's designated return location.
The product should be packed securely so that it reaches AARKA in the same condition in which it was sent. AARKA cannot be responsible for damage occurring during a return shipment arranged by the customer, except to the extent required by applicable law.
Return Shipping Charges
For eligible return or replacement cases, return-shipping arrangements and responsibility for the applicable shipping cost may vary according to the circumstances of the case. The customer may be required to bear the return shipping cost initially, while AARKA may cover or reimburse such cost in appropriate cases, including where AARKA determines that the issue arose from a verified product defect or fulfilment error.
Any applicable shipping-cost arrangement will be communicated during the claim process. Nothing in this Policy limits any right or remedy that cannot lawfully be excluded under applicable consumer law.
Inspection and Verification
After the returned product reaches AARKA, it may undergo physical inspection and verification. The review generally takes approximately 3–7 business days from receipt of the returned product, depending on the nature of the issue and the information available.
Inspection may include checking the product against the order details, examining the reported defect or damage, verifying the product condition and accessories, and reviewing the supporting evidence submitted with the claim.
Replacement or Exchange
Where a claim is verified and eligible, AARKA's preferred resolution is replacement or exchange of the affected product, subject to product availability and the nature of the issue. In appropriate circumstances, AARKA may provide another reasonable resolution on a case-by-case basis.
Where the exact replacement product is unavailable, AARKA will discuss the available resolution with the customer. Depending on the circumstances, this may include an alternative product, store credit, refund, or another mutually appropriate resolution, subject to applicable law and availability.
Refunds for Eligible Returns
Where a refund is approved instead of, or because of the unavailability of, a replacement, AARKA will generally process the refund as 50% to the original payment method and 50% as AARKA store credit. However, AARKA may provide a different refund or resolution on a case-by-case basis where the circumstances reasonably warrant it or where required by applicable law.
For eligible Cash on Delivery orders, where a refund is approved, the applicable refund will include the ₹99 COD fee paid with the order. The original product/shipping amount and any other applicable amount will be determined based on the nature of the approved resolution.
Refund Processing
Once a refund decision has been confirmed, AARKA will generally initiate the applicable refund within 7 business days. The time taken for the amount to reflect in the customer's account may vary depending on the payment gateway, bank, or other financial institution involved.
Refunds will be processed using the applicable payment or refund method available to AARKA and, where necessary, may be subject to verification of the order and the customer's payment details.
Sale and Discounted Products
Products purchased during a sale, promotional offer or at a discounted price remain eligible for genuine product-related claims covered by this Policy. A discount or promotional price does not, by itself, remove applicable rights relating to a verified manufacturing defect, damaged product, incorrect product or incomplete order.
If a Claim Is Not Verified
If inspection does not establish the reported defect, damage, incorrect-product issue, or other eligible reason for the claim, AARKA will communicate the assessment to the customer and may provide the available next steps based on the circumstances. Any return of the product to the customer, including applicable shipping arrangements, will be communicated at that stage.
AARKA aims to handle such cases fairly and transparently. Nothing in this section is intended to restrict any statutory consumer right or remedy available under applicable law.
Fraud Prevention and Claim Integrity
AARKA reserves the right to review return, replacement and refund requests carefully where information provided appears inconsistent, incomplete, duplicated, materially different from the order record, or otherwise requires verification. Additional evidence or order verification may be requested where reasonably necessary.
Where a claim is found to involve deliberate misrepresentation, manipulation of evidence, unauthorised use of another person's order details, or other fraudulent activity, AARKA may take appropriate action in accordance with applicable law and the Terms of Use & Purchase.
Relationship With Other AARKA Policies
This Policy should be read together with our Shipping & Delivery, Order Cancellation Policy, Warranty & Product Care, Privacy Policy, and Terms of Use & Purchase. These policies address different stages of the customer journey and should be read together where a matter overlaps more than one policy.
Policy Updates
AARKA may update this Policy from time to time where reasonably necessary, including to reflect changes in our operations, products, logistics processes, or applicable legal requirements. The version published on our website will apply to requests made after its effective date, subject to applicable law.
Contact Us
For return, replacement, or refund assistance, please contact AARKA at:
AARKA Eyewear
Shop 1, Vaibhav Complex, Hirabaug, Surat, Gujarat 395006, India
Email: team@aarkaeyewear.com
Website: www.aarkaeyewear.com
For formal grievances, please refer to our Contact & Customer Support page and the grievance process stated there.