Verified: 12 April 2026 05:30 pm IST
Industry: Eyewear Retail & E-commerce
Jurisdiction: India
Primary Regulator: Department of Consumer Affairs
Important Safety Warning: Beware of fake customer service numbers on search engines. Retail scams are rampant. Scammers frequently buy ads with “spoofed” phone numbers pretending to be Lenskart support. Authentic staff will never ask you to download remote desktop apps (like AnyDesk) or ask for your UPI PIN to “process a glasses refund.”
Level 1: Customer Support (The Online/Offline Split)
- How to complain: Do not negotiate with a franchise store owner if they refuse a valid return. You must log the complaint centrally:
- For App/Website Orders: Use the ‘Chat with Us’ feature in the app or email support@lenskart.com.
- For Store Orders: Call the national hotline at +91-99998-99998 to bypass the local store manager.
- Availability: General inquiries and chat support operate Monday to Sunday, 9:00 AM to 9:00 PM IST.
- Timeline: Lenskart operates on a strict 14-day return window. Initial helpdesk queries are typically acknowledged within 48 hours.
- Source Verification: Lenskart Help & Support
Level 2: Formal Corporate Escalation (Grievance Officer)
- Who to contact: If Level 1 support closes your ticket or a store manager refuses a refund, escalate formally. Email the dedicated Grievance Team directly at customergrievances@lenskart.in. If you are sending a physical Legal Notice, it must be sent via registered Speed Post to their corporate headquarters: Lenskart Solutions Limited, Ground Floor, Vipul Tech Square, Golf Course Road, Sector 43, DLF QE, Gurugram – 122009, Haryana, India.
- Timeline: Under the E-commerce Rules, 2020, the Grievance Officer must acknowledge the complaint within 48 hours and resolve it within 30 days.
- Source Verification: Lenskart Grievance Redressal
Level 3: Regulatory Authority (National Consumer Helpline)
- Authority: If Lenskart ignores your formal escalation or refuses a refund for a defective frame or incorrect lens power after the adjustment period, the correct authority is the Department of Consumer Affairs via the National Consumer Helpline (NCH).
- Portal/Contact: Register your grievance online at the NCH portal, via the Umang App, or call the toll-free helpline at 1915.
- Timeline: Consumers can file an NCH complaint immediately after the company’s internal 30-day window expires. NCH generally aims to resolve disputes within 45 days.
- Source Verification: National Consumer Helpline (NCH)
Level 4: Legal Action (Consumer Commission)
- Pre-Litigation: Before filing a formal case in consumer court, have a lawyer draft a final Legal Notice addressed to the Gurugram headquarters demanding a full refund and compensation for mental agony within 15 days.
- Court/Arbitration: If unresolved, you can file a case at the District Consumer Disputes Redressal Commission. You can file this completely online without needing a lawyer using the government’s official e-Jagriti portal.
- Source Verification: e-Jagriti Portal - Consumer Affairs
Community Action: Is a local Lenskart franchise refusing to honor the 14-day return policy to protect their sales numbers, or are you looking for the correct templates to serve a Legal Notice to their Gurugram headquarters? Reply below (do not share your passwords, bank details, or your exact order numbers), and our consumer advocacy community will point you to the right resources!