Returns & Refunds
At LensEuro, customer satisfaction is important to us. If you need to return an item or there is an issue with your order, please contact our Customer Support Team as soon as possible.
Returns
Unopened and sealed contact lenses and eye care products may be eligible for return within 30 days of delivery. Items must be unused and in their original packaging.
Before returning any items, please contact our Customer Support Team and provide:
- Your order number
- The product name and quantity you wish to return
- Photos of the product and its overall condition
- Photos showing the barcode, LOT number or batch details where applicable
Our team will review your request and provide the appropriate return instructions. Please do not send any items back before receiving return instructions from us.
Return Shipping
Return shipping costs are generally the responsibility of the customer unless the return is due to an incorrect, damaged or defective item.
Returns can only be sent using Royal Mail. Please follow the return instructions provided by our Customer Support Team and use a trackable Royal Mail service when returning your order.
Exchanges
We do not currently offer direct exchanges. If your unopened and sealed item is eligible for return, you may return it in accordance with our return policy and place a new order for the item you need.
Damaged, Defective or Incorrect Items
Please inspect your order upon receipt. If your package or item is damaged, defective, or you have received an incorrect item, please contact our Customer Support Team within 14 days of delivery and provide your order number and photos showing the issue.
Claims submitted after this period may not be accepted. This does not affect any statutory rights you may have in relation to faulty, damaged, misdescribed or incorrectly supplied goods.
Our team will review the information provided and assist you with an appropriate solution.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome of your return.
If your refund is approved, it will be processed to your original payment method. Please allow additional time for your bank, card issuer or payment provider to process and post the refund.
Original shipping charges and VAT are generally non-refundable unless the return is due to our error or a refund is otherwise required under applicable law.
Need Help?
If you have any questions about a return or refund, please contact our Customer Support Team before sending any items back.