Refund policy

30-Day Satisfaction Warranty
We want you to be fully satisfied with your LensRefresh purchase. You have 30 days after receiving your order to request a return. A receipt or proof of purchase is required.

Prescription lenses and Frame Refresh
Prescription lenses, including lenses supplied through our Frame Refresh service, are covered by this 30-day satisfaction warranty even though they are custom-made. If you are not fully satisfied, contact us within 30 days of delivery to arrange the return of the completed eyewear. After we receive the return, we will refund the LensRefresh lens and service charges. Your original frame remains your property and will be returned to you. Damage caused by misuse, accidental breakage, or unauthorized alteration is not covered.

Replacement lenses
Replacement lenses may be returned within 30 days of delivery, including after installation, under this satisfaction warranty. Damage caused by misuse, accidental breakage, or unauthorized alteration is not covered.

Contact lenses
Contact lenses may be returned within 30 days only when the boxes are unopened, sealed, unmarked, and in resalable condition. Opened contact lens boxes are non-returnable unless the product is defective or we sent the wrong item.

How to start a return
Contact us at care@lensrefresh.co before sending anything back. If your return is accepted, we will send instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

For Canada and the USA, return shipping is free and we will provide a return waybill. For the rest of the world, the customer is responsible for return shipping costs. You can always contact us with return questions at care@lensrefresh.co.

Damages and issues
Please inspect your order upon receipt and contact us immediately if an item is defective, damaged, or incorrect so we can evaluate the issue and make it right.

Exceptions / non-returnable items
Gift cards, hazardous materials, flammable liquids, and gases cannot be returned. Discounted or sale pricing by itself does not make an otherwise eligible item non-returnable. Please contact us if you have questions about a specific item.

Exchanges
The fastest way to receive a different item is to return the original item and, once the return is accepted, place a separate order for the replacement.

European Union 14-day cooling-off period
Notwithstanding the above, merchandise shipped into the European Union may be cancelled or returned within 14 days for any reason and without justification, subject to applicable law.

Refunds
We will notify you after we receive and inspect your return. Approved refunds will be issued to the original payment method within 10 business days. Your bank or credit card company may require additional processing time. If more than 15 business days have passed since we approved your return, contact care@lensrefresh.co.