Great price but false replacement policy

I purchased a pair of contact lenses which were selling for low price on lenskart.
I received the contact lenses and free cleaning solution within 48 hours of placing the order and was extremely satisfied with the delivery.
However, on using the lenses I did not feel comfortable and couldn’t see clearly:cry:

So I mailed the customer care and was promised a replacement. They’ve some Clarify like tool where you raise a ticket.
The customer care team said that they’ve forwarded my mail to the logistic team and I should be getting a pick up call in the next 3-5 days. They promptly closed the ticket then.
However, that call never came. I raised another follow up ticket (the process is cumbersome) and was given the same response.
However, it’s been a month and my faulty lenses haven’t been picked and I’m yet to receive a refund.

The bottomline is with a purchase like power glasses and lenses, you need a strong replacement policy since you’re not sure whether the product will suit you or not.
But Lenskart simply forgets you after the sale has been made and their Replacement guarantee is a false claim

So I would never buy from lenskart again, I would rather pay 10-15% more and trust my neighbourhood optician.
After all, every online seller cannot be as professional as Flipkart!!