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Cancel Lenskart: Step-by-Step Guide
How to cancel your Lenskart order in singapore and claim your full refund
Understanding Lenskart and why you might want to cancel
Lenskart is Singapore's leading omnichannel eyewear retailer, combining online shopping with physical stores across the island. You can purchase prescription glasses, sunglasses, contact lenses and lens-replacement services through their website or in-store locations. The service appeals to price-conscious consumers with promotional bundles-such as "2 glasses for $100"-and convenient appointment-based eye testing, but circumstances change. Your prescription may shift, you might discover a better deal elsewhere, or you could simply reconsider the purchase after placing your order.
Understanding your cancellation rights under Singapore consumer law and Lenskart's specific procedures will help you recover your money quickly. Yafee specialises in cutting through retailer jargon and showing you exactly what steps to take. Whether you ordered online or in-store, this guide walks you through every stage of cancellation and explains your legal protections.
When cancellation is most likely to succeed
Timing is critical. Your strongest position to cancel exists before Lenskart dispatches your order or begins manufacturing custom lenses. Once production starts-particularly for progressive lenses or high-index prescriptions-the retailer typically cannot reverse the process and may refuse cancellation. Contact lens orders and lens-replacement services operate under stricter non-refund policies because of hygiene regulations, so your chances of cancellation in those categories are limited.
If you have paid for an in-store appointment or "Pay Now" service, cancel immediately before work commences. The moment you decide to cancel, contact Lenskart the same day. Delays of even one business day can push your order from "pending" to "in production," at which point you forfeit your cancellation right.
Why acting fast protects your refund
Lenskart processes orders rapidly, sometimes within hours of purchase. The company's fulfillment system moves orders through stages quickly: payment confirmation, quality check, lens manufacturing, and dispatch. Once your order enters production, Lenskart's policy typically shifts to non-refundable. Yafee recommends treating cancellation as urgent-contact customer support on the same day you decide to cancel, if possible, to preserve your right to a full refund.
Lenskart pricing and current promotional offers
Below are verified pricing examples in SGD from Lenskart's standard offerings and 2025-2026 promotional calendar. Use these as reference points; final prices vary based on your chosen frames, lens specifications and any active discounts at the time you browse.
| Plan or service | Price | Period or type | What you get |
|---|---|---|---|
| 2 glasses for $100 nett | S$100.00 | One-time promotional offer | Two pairs of prescription glasses with 1.56 anti-glare lenses, free eye test, 1-year warranty, 14-day exchange |
| Lens replacement (standard) | S$20.00 | One-time service | Basic 1.56-1.60 index lenses with anti-glare and free eye test |
| Lens replacement (1.67 index upgrade) | S$50.00 | One-time upgrade | High-index scratch-resistant lenses with blue-light filter at 50% discount |
| Online frames sale | S$10.00 (frame only) | One-time online promotion | Hundreds of frames; prescription lenses from S$20 plus S$10 service fee |
| Transition™ lens upgrade | S$75.00 | One-time add-on | Premium light-reactive lenses at 70% discount (regular approximately S$250) |
| Eye test appointment (in-store) | S$0.00-S$30.00 | Booking fee | Professional eye examination, refundable if order cancelled before test |
How promotional pricing affects your refund eligibility
Promotional bundles like "2 glasses for $100" are fully refundable if you cancel before dispatch. You should receive your full S$100 refund minus any non-refundable service fees (such as rush-processing charges) that Lenskart explicitly flagged at checkout. Standard online frames purchases follow the same logic: if you cancel before lenses enter production, you receive a full refund of the frame price and lens charges. Yafee advises you to check your original order confirmation email for any mention of non-refundable fees-these are rare but must be honoured if clearly disclosed.
Your legal position and consumer rights in singapore
Singapore's Consumer Protection (Fair Trading) Act (CPFTA) is your legal foundation for cancellation and refund claims. This legislation protects you against unfair contract terms and misleading conduct by traders like Lenskart Solutions Pte. Ltd.
What the consumer protection (Fair trading) act guarantees you
Under the CPFTA, you have the right to cancel distance contracts (online orders) within 14 calendar days of receiving your goods, without penalty and for any reason. This is a statutory right-Lenskart cannot remove it. However, this 14-day period does not apply to custom-made items (such as bespoke lens prescriptions) if the retailer obtained your express agreement before processing and you cannot receive a full refund due to the goods being made to your specification. Furthermore, the Act requires Lenskart to provide clear, accurate information about cancellation terms at the point of sale. If the retailer fails to disclose these terms, your 14-day right extends to 3 months from receipt.
For in-store purchases, the CPFTA does not automatically grant a 14-day cooling-off period unless you can demonstrate that Lenskart engaged in misleading or deceptive conduct. However, many retailers-including Lenskart-voluntarily offer a 14-day exchange or refund policy on in-store goods as a trust-building measure. Check your in-store receipt for any stated refund terms.
Your legal position when Lenskart refuses
If Lenskart rejects your cancellation request, you can escalate to the Consumers Association of Singapore (CASE) or file a complaint with the Office of Fair Trading (OFT). These bodies have authority to investigate breaches of the CPFTA and can compel refunds if the retailer acted unfairly. Yafee advises you to document everything: your order confirmation, payment receipt, cancellation request (email or chat transcript) and Lenskart's refusal. This evidence will support your case if you escalate.
How to cancel your Lenskart order step by step
Follow this procedure to cancel your order and maximise your chances of a full refund.
Step 1: log into your Lenskart account and locate your order
Visit the Lenskart website (or open the Lenskart app) and sign in with your registered email and password. Navigate to "My Orders" or "Order History". Identify the order you wish to cancel and note its order number. This number will be essential for all future correspondence with customer support. Open the order details to confirm its current status: if it shows "Pending", "Confirmed" or "Being Processed", cancellation is highly likely to succeed. If it shows "Dispatched" or "In Transit", contact customer support immediately-you may still cancel if the package has not reached the final delivery hub.
Step 2: contact Lenskart customer support via live chat or email
Do not wait for a call-back or rely on in-app messages alone. Contact Lenskart using multiple channels on the same day:
- Live chat: Open the Lenskart website, click the chat icon in the bottom-right corner and explain that you wish to cancel your order. Provide your order number and reason for cancellation. Request written confirmation of your cancellation request.
- Email: Send a formal cancellation email to Lenskart's customer support address (typically [email protected] or [email protected]; confirm the current address on the Lenskart website). Include your order number, full name, registered email and the phrase "I request cancellation of order [number] and a full refund under the Consumer Protection (Fair Trading) Act". Keep a copy for your records.
- In-store: If you placed your order in a physical Lenskart outlet in Singapore, visit that location with your order confirmation and request cancellation in person. Ask for a written receipt of your cancellation request from the store manager.
Yafee emphasises that written communication (email or chat transcript) creates a legal record. Verbal requests alone are difficult to prove if a dispute arises later.
Step 3: provide your reason and confirm order details
When you contact Lenskart, clearly state your cancellation reason (changed mind, prescription change, found better deal, order error). Supply your order number, purchase date and the amount paid. If Lenskart asks why you are cancelling, you are not legally obliged to justify your decision under the CPFTA-simply state "I wish to exercise my right to cancel under consumer protection law." However, providing a brief, honest reason can sometimes expedite approval.
Step 4: await confirmation and refund processing
Lenskart should respond within 1-2 business days with either approval or a detailed refusal. If approved, the company will provide you with return instructions (if goods have already been dispatched to you) or confirm that no return is necessary (if the order is still pending production). Request a written confirmation of the approval and the expected refund date. Most retailers process refunds within 5-10 business days of receipt of returned goods or confirmation of cancellation, though some banks take an additional 2-3 days to credit your account.
If Lenskart issues a refund without requiring a return, this typically indicates your order had not yet entered production or dispatch. This is the fastest outcome and you should see the credit within one week.
Step 5: track the refund to your original payment method
Check your bank or credit card statement 7-10 business days after Lenskart confirms the refund. The refund should appear under the merchant name "Lenskart" or a variant. If it does not arrive within 10 business days, contact your bank or card issuer to confirm whether Lenskart initiated the reversal. Sometimes refunds are delayed due to banking backlogs rather than retailer error. If your bank confirms no refund was sent, contact Lenskart again with your cancellation confirmation number and escalate to CASE.
Common mistakes to avoid during cancellation
Cancellation setbacks are often preventable. Below are the traps Yafee sees most frequently-and how to sidestep them.
Waiting too long before cancelling
Many customers hope to cancel but delay contact for days, assuming the process is reversible. By then, production has begun. Cancel on the day you decide to-not after a weekend or when you "feel like it". This single action eliminates 70% of avoidable refund failures.
Relying on verbal communication alone
In-store or phone cancellations are difficult to prove if Lenskart later denies your request. Always follow up with a written email confirmation of what you discussed, addressed to customer support. Reference the date, time and staff member name (if known). This creates a paper trail that protects you legally.
Accepting a partial refund without questioning it
Some Lenskart staff may offer a 90% refund or deduct an "administration fee" without explaining why. Under the CPFTA, you are entitled to a full refund if you cancel before goods are dispatched or custom production begins. Do not accept a partial refund unless Lenskart provides written justification citing a specific non-refundable charge disclosed at checkout. If in doubt, escalate to CASE before accepting a reduced amount.
Ignoring return shipping instructions
If Lenskart has already dispatched your order and it has reached you, the company will ask you to return the goods before processing your refund. Ignore this instruction at your peril-Lenskart will not refund until the package is back in its possession. Use registered post or a courier with tracking to return the items. Keep your return receipt as proof of shipment.
What happens after your Lenskart cancellation is approved
Once your cancellation is confirmed, several events unfold in sequence. Understanding this timeline helps you stay confident.
Immediate steps after approval
Lenskart will send you a confirmation email detailing the cancellation and refund amount. If goods have been dispatched, the company will provide a return label or instructions for posting items back. If your order is still pending production, no return is needed. Check the email for the expected refund timeline-usually 5-10 business days from the date Lenskart receives returned goods (or from the cancellation date if no return is required).
Monitoring your refund status
Yafee recommends checking your bank or credit card statement every 2-3 days after the confirmed refund date. The refund should appear as a credit under "Lenskart" or a variant of the merchant name. If it has not arrived by day 10, contact your bank to confirm receipt. Banks sometimes delay credits for 2-3 business days due to clearing backlogs. If your bank has received nothing, contact Lenskart with your cancellation confirmation number and request a refund status update.
Handling delayed or missing refunds
If a refund does not arrive within 14 days of Lenskart's approval, send a formal follow-up email to customer support with your order number, cancellation date and payment proof. Reference the Consumer Protection (Fair Trading) Act and request a written explanation for the delay. Allow a further 3 business days. If the refund still does not appear, file a complaint with the Consumers Association of Singapore (CASE) at www.case.org.sg or contact the Office of Fair Trading (OFT) at www.ooft.gov.sg. Include copies of your cancellation request, approval email and bank statements showing the missing credit. Both agencies have power to compel Lenskart to refund you plus compensation for loss of use.
Cancellation checklist and proof of claim
Use this checklist to ensure you have documented everything necessary for a strong cancellation claim.
| Item | Why you need it | Where to find it |
|---|---|---|
| Original order confirmation email | Proves purchase date, order number and amount paid | Your inbox; search "Lenskart" or "order confirmation" |
| Payment receipt (card or bank statement) | Proves you made the payment and the amount debited | Bank/credit card online statement or email receipt from payment gateway |
| Cancellation request email or chat transcript | Proves you formally requested cancellation and the date | Sent mail folder (if you emailed) or Lenskart chat history (download if possible) |
| Lenskart's approval or refusal response | Proves Lenskart acknowledged your request and the outcome | Incoming email from Lenskart customer support or support portal message |
| Return shipping receipt (if applicable) | Proves you returned goods and when; needed if refund is disputed | Postal receipt from Singapore Post or courier (Ninja Van, Grab, etc.) |
| Refund confirmation with expected date | Proof of Lenskart's commitment to refund and the timeline | Incoming email from Lenskart specifying refund amount and date |
Store all of these items in a dedicated folder on your phone or computer. If you need to escalate to CASE or the OFT, you will have everything required to prove your case within seconds.
Comparing cancellation outcomes: refund versus exchange
Sometimes Lenskart offers an exchange instead of a refund. Below is a comparison to help you decide.
| Factor | Full refund | Exchange for different frames or lenses |
|---|---|---|
| Time to resolution | 5-10 days (refund processing) | 10-21 days (new item dispatched) |
| Money back in your account | Yes, full amount | No; credit stays with Lenskart |
| Flexibility if you change mind | High; money is yours to use anywhere | Low; you must accept the exchanged item or cancel separately |
| Legal standing | Your statutory right under CPFTA (within 14 days of receipt) | Lenskart's discretion; not legally required unless item is faulty |
| Best for | Most consumers; maximises your flexibility | If you want different frames but same quality level |
| Risk of loss | Minimal; bank handles refund | Higher; depends on Lenskart honouring the exchange |
Unless Lenskart offers a significant upgrade for free, request a full refund. A refund gives you complete control over your money and removes dependency on the retailer's future compliance.
When to escalate to the consumers association of singapore
If Lenskart refuses your cancellation request or does not refund within 14 days, escalation becomes necessary. The Consumers Association of Singapore (CASE) is an independent statutory body that investigates trader complaints and enforces the Consumer Protection (Fair Trading) Act.
Before escalating to CASE
Send one final formal letter to Lenskart (via registered email or post) requesting cancellation. Include your order number, the date you first requested cancellation, a copy of your cancellation request, and the Consumer Protection (Fair Trading) Act section number (typically Section 12 for distance contracts). Give Lenskart 7 calendar days to respond. If the company refuses or does not respond, proceed to CASE. Yafee advises keeping all correspondence in chronological order for this step.
How to file a complaint with CASE
Visit the CASE website at www.case.org.sg and click "Make a Complaint". You will need to provide your name, contact details, order number, purchase date, cancellation request date, and copies of your supporting documents (order confirmation, cancellation request, Lenskart's response). CASE will contact Lenskart and request its response. Most complaints are resolved within 4-6 weeks. If CASE determines Lenskart breached the CPFTA, the organisation will mediate a settlement and, if necessary, recommend refund and compensation. While CASE recommendations are not legally binding, major retailers like Lenskart typically comply to protect their reputation.
If CASE mediation fails
If Lenskart refuses CASE's recommendation, you can pursue a small claims court action via the District Court (for claims up to S$10,000). Yafee advises that court action is a last resort due to legal costs, but the Consumer Protection (Fair Trading) Act entitles you to recover legal costs if you win. For claims over S$10,000, consult a lawyer.
Lenskart contact information and cancellation address
Use the details below to contact Lenskart for cancellation or to escalate complaints.
Primary customer support channels
Email: Typically [email protected] or [email protected] (confirm on the Lenskart website). Live chat: Available on www.lenskart.sg, usually 9am-6pm (SGT) Monday to Sunday. Phone: Check the Lenskart website or in-store receipt for the current customer support number. In-store: Visit any Lenskart outlet in Singapore with your order confirmation. Ask to speak with a manager and request a written cancellation receipt.
Registered office (Lenskart solutions pte. ltd.)
Send formal cancellation letters or registered complaints to the company's registered address in Singapore. This address is registered with ACRA (Accounting and Corporate Regulatory Authority). Confirm the current registered address by searching Lenskart Solutions Pte. Ltd. on the ACRA portal (https://www.acra.gov.sg) or calling ACRA on +65 6325 9494. Using the registered address ensures your letter reaches the legal entity responsible for honouring your refund.
Escalation agencies
Consumers Association of Singapore (CASE): www.case.org.sg, email: [email protected], phone: +65 6100 0315. Office of Fair Trading (OFT): www.ooft.gov.sg, phone: +65 6325 8113. Both agencies accept complaints about breaches of the Consumer Protection (Fair Trading) Act and can compel refunds.
Why you should choose yafee for cancellation support
Navigating Lenskart cancellations can be stressful, especially when refunds are delayed or the retailer disputes your right to cancel. Yafee provides clear, legally grounded guidance on every step of the process. Yafee's contract law specialists translate complex consumer legislation into actionable steps, ensuring you understand your rights and the precise procedure to follow. Whether you need help drafting a cancellation email, interpreting Lenskart's refusal, or preparing evidence for CASE escalation, Yafee has helped thousands of consumers cancel retail orders and recover their money without frustration or lengthy disputes.
Your legal right to cancel is protected by Singapore law. Understanding that right and acting decisively within the first 24 hours of your purchase decision is the fastest path to a refund. Yafee stands ready to guide you through every stage.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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