Return and Refund Policy

At Shiva Opticals Southend, customer satisfaction is extremely important to us.
Due to the customized nature of optical products, prescription lenses, progressive lenses, contact lenses, and made-to-order eyewear products are generally not eligible for return or refund once the order has been processed.
However, in case of:
•    Manufacturing defects
•    Incorrect prescription supplied by us
•    Wrong product delivered
Customers are requested to inform us within 48 hours of delivery or collection.
Eligible issues will be reviewed by our team, and appropriate assistance, repair, replacement, or resolution will be provided.
Products damaged due to mishandling, improper usage, or normal wear and tear are not eligible for refund or replacement.
Refunds, wherever applicable, shall be processed through the original mode of payment within a reasonable time after approval.
For assistance, please contact our customer support team.
CANCELLATION POLICY
Orders for customized eyewear, prescription lenses, progressive lenses, and specially ordered products can only be cancelled before processing or production begins.
Once production, lens cutting, or order processing has started, cancellation requests may not be accepted.
For cancellation requests, customers are advised to contact us immediately after placing the order.
Shiva Opticals Southend reserves the right to accept or reject cancellation requests depending upon the order status.