Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@lenseuro.com. Please contact our customer support team before returning any item. Return instructions and the appropriate return address will be provided after your request has been reviewed.

If your return is accepted, we’ll provide instructions on how and where to send your package. Returns can only be sent using Royal Mail. Return shipping costs are generally the responsibility of the customer unless the return is due to an incorrect, damaged or defective item. We recommend using a trackable Royal Mail service when returning your order.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@lenseuro.com.

Damages and issues

Please inspect your order upon reception. If your package or item is damaged, defective, or you receive the wrong item, please contact our customer support team within 14 days of delivery and provide your order number and photos showing the issue so that we can evaluate the issue and make it right.

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.

Exceptions / non-returnable items

For hygiene and safety reasons, opened contact lenses, opened lens care products, and any product that has been used cannot be returned unless the item is defective or supplied in error.

Items marked as Final Sale, gift cards, and promotional gifts are also non-returnable.

If you are unsure whether your item is eligible for return, please contact our customer support team before sending it back.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank, card issuer or payment provider to process and post the refund too.

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.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@lenseuro.com.