Return & Refund Policy
Return & Refund Policy
At lensluna, we are committed to delivering exceptional visual clarity and customer satisfaction. As all prescription eyewear is custom-crafted based on individual optical data, we maintain strict quality standards while ensuring a transparent, fair, and customer-friendly return policy.
We proudly provide a 14-Day Satisfaction Warranty, effective from the date you receive your order.
1. Returns Due to Quality Issues (Company Responsibility)
In the event that your eyewear arrives damaged, defective, or contains a manufacturing error inconsistent with the optical data you have submitted, lensluna will assume full responsibility.
You may choose one of the following resolutions:
- A 100% full refund, including original shipping fees, or
- A complimentary replacement pair, fully remanufactured and reshipped at no additional cost
In such cases, customers will not be liable for any return shipping or handling costs.
2. Returns Due to Non-Quality Issues (Customer-Related Reasons)
As each pair of prescription glasses is individually customized and cannot be resold or repurposed, returns for personal reasons are subject to the following conditions:
This includes, but is not limited to, incorrect prescription entry, selection of an unsuitable size or color, or a change of personal preference.
- Refund Terms: Eligible items may be returned within 14 days. A 50% restocking fee will be deducted from the total order amount due to the bespoke nature of the product. excluding shipping and delivery fees. Refunds are only issued to the original payment method used for the order.
3. Return Procedure
For all non-quality-related returns, customers must follow the process below:
Important Notice:
Please do not return items to the sender address printed on your parcel. All returns must be предварively authorized. Kindly contact our support team at service@lensluna.com to initiate and register your return request prior to shipment.
4. Order Cancellation & Modification Policy
- Within 24 hours of purchase: Orders may be modified or canceled free of charge.
- After 24 hours: As production of custom lenses will have commenced, cancellations or modifications will incur a 50% restocking fee.
5. Refund Processing Time
Once your refund has been approved, it will be issued to your original payment method.
Please allow 3–7 business days for the refund to be reflected in your account, depending on your bank or payment provider.
Contact Us
For any inquiries or assistance regarding returns, our customer support team is available to help: