Refund policy
Returns and Refunds - Lensia
For any return, refund, exchange, damaged item, incorrect item or cancellation question, email lensiashop@gmail.com. We aim to acknowledge your email within 2 business days.
Change-of-mind returns
You may request a voluntary change-of-mind return within 30 calendar days of receiving your order. Items should be unused and in resalable condition, with included accessories and original packaging where reasonably possible.
For UK distance sales, customers normally have 14 days from delivery to notify us and a further 14 days to return the item. Mandatory consumer rights apply wherever they provide greater protection.
How to request a return
Contact lensiashop@gmail.com with your order number, the item and the reason for your request. We will provide the correct return address and instructions. Do not send an item to the dispatch address or supplier without our written instructions.
If a voluntary return is approved, send it within 14 calendar days after we provide the instructions, unless applicable law gives you longer. Use tracked postage and keep your receipt.
Return costs
For voluntary change-of-mind returns, the customer pays the return postage.
For confirmed faulty, damaged or incorrect goods, Lensia will arrange or reimburse reasonable return postage where required by law or where the problem was caused by Lensia.
Refunds
We aim to inspect returned items within 5 business days after receipt. Approved refunds will be issued to the original payment method within 5 business days after approval, or sooner where required by law. Banks or payment providers may take an additional 3–10 business days to display the refund.
Cancellations
Contact lensiashop@gmail.com promptly if you wish to cancel. If the order has not entered fulfilment processing, we will try to cancel it. If cancellation is no longer possible, we will explain the available return options.
Your rights
This policy does not limit any rights that cannot legally be excluded under applicable consumer law.