Cancellation and refunds

Cancelling before dispatch

Email hello@aurviz.com from the address you used to preorder, and say you want to cancel. That is the whole process. We will confirm within 48 hours and refund everything you have paid us.

There is no cancellation fee, no restocking charge and no deduction of any kind. You get back exactly what you paid.

What "everything you have paid" means

A preorder is paid in two parts: ₹4,999 to book, and a ₹20,000 balance before dispatch, totalling the ₹24,999 preorder price. What you get back depends only on where you are in that sequence:

• Cancel after the booking amount: you get ₹4,999 back.
• Cancel after paying the balance, before dispatch: you get the whole ₹24,999 back.
• Never pay the balance: that is a cancellation. We refund the ₹4,999 and close the preorder. The booking amount is not forfeited. There is no penalty for changing your mind, and we will not keep it for holding your place.

How long a refund takes

Two separate clocks, which is why refunds often feel slower than they are:

• Us: we initiate the refund with Razorpay within 3 working days of confirming your cancellation.
• Your bank: once initiated, the money takes a further 5 to 7 working days to appear, depending on your bank or card issuer. That part is outside our control and outside Razorpay's.

Refunds go back to the original payment method. We cannot redirect a refund to a different card, account or UPI ID. That is a payment network rule, not our preference.

If we cancel

If we cancel your preorder, discontinue the product, or reach a point where we do not believe we can deliver, we refund every affected preorder in full, without waiting to be asked. We will email you to tell you it is happening.

The same applies if the final product differs from what was described in a way we think you would object to: we will tell you before shipping and give you the chance to cancel.

Returns after delivery

Everything above is about cancelling before your unit ships. Once it has been delivered, the cancellation right ends and this is what applies instead.

What can be returned

A product with a technical fault. If it does not work as it should, out of the box or through no action of yours, send it back and we will replace it or refund you.

What cannot

• A change of mind. We do not accept returns simply because you no longer want it. Up until the moment it is dispatched you can cancel for any reason at all; after delivery you cannot.
• Damage you caused. Drops, liquid, crushing, a cracked lens, a bent frame. Anything the product did not do to itself is not a fault, and is not returnable.
• Normal wear. Marks and scuffs that come from using a thing are not defects.

It has to come back complete

A return must include the original box and everything that came in it: the glasses, the case, cables, documentation, and any complimentary items that shipped with your order. A return that arrives incomplete cannot be processed, and we will have to send it back to you.

We pay the return shipping

Returns cost you nothing. We arrange the collection and we pay for it, the same way the original delivery was free. You will never be asked to post a faulty product back at your own expense.

How long you have

15 days from delivery. Tell us within that time and a faulty product can be returned.

That is deliberately longer than the 7 days you have to report transit damage, and the two are different for a reason: a crushed box is obvious the moment it arrives, while a fault in the electronics may not show itself until you have worn the thing for a fortnight.

After that window a fault is a warranty matter rather than a return, and the product carries a one-year limited warranty running from the day it is delivered. The difference is the remedy: inside the return window a faulty product is refunded or replaced, and after it we repair or replace it. We pay the shipping either way. The full terms are in the terms and conditions.

Damage in transit is separate

If the parcel arrives damaged, that is not a return but a replacement, and it is covered in the shipping and delivery policy. Tell us within 7 days of delivery with photographs of the packaging and the product, and we will replace it.

None of this affects your rights under the Consumer Protection Act, 2019, which we cannot and do not contract out of.

Failed and duplicate payments

If money left your account but you did not get a confirmation, do not pay again. Email us with the date, amount and any reference your bank shows. Failed payments are usually reversed automatically by the bank within 5 to 7 working days; if one is not, we will trace it with Razorpay and refund it.

Duplicate payments are refunded in full as soon as we find them, whether or not you noticed.

Grievance redressal

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, the grievance officer for Neurodrishti Private Limited is:

Name

Mr Ashwani Yadav, Grievance Officer

Email

ashwani@aurviz.com

Address

1st floor, DMS, IIT Delhi, Hauz Khas, New Delhi 110016, Delhi, India

We will acknowledge any complaint within 48 hours of receiving it, and resolve it within one month. If you are not satisfied with the outcome, you may escalate to the National Consumer Helpline on 1915, or to the consumer forum with jurisdiction over your location.