Refund policy

Return and Exchange Terms and Conditions

Items that are in a new and saleable condition with all original paperwork and packaging may be returned for an exchange or refund within 14 days of receipt. We regret that we are unable to accept returned products if we have not been notified within this time frame. In the case of a refund, only the cost of the product will be refunded. The original cost of shipping associated with the purchase, where applicable is not refundable.

Returns are the responsibility of the purchaser (unless the item is faulty), including covering the cost of the return shipment and any duties or customs the package may incur.

Making a return

1. Please send an email to customerservice@thelenscase.com, within 14 days of receipt, informing us that you would like to return your product(s).

2. Package the item carefully and securely, avoiding any damage that could make the item unsaleable (and therefore, not eligible for refund or exchange). We recommend that all items are returned to us via a tracked and insured service as TheLensCase cannot be held liable for any returned items that fail to arrive, arrive damaged in transit, are misdirected, lost, or arrive late. Please send your returns to:
Attn: TheLensCase Customer Service, 30 Oxford Street, Reading, RG4 8HN.

3. Once your item has arrived back with our Customer Services department and is inspected and approved, we will refund your original payment method within 7 working days.

Cancellations

If you would like to cancel an order or pre-order before the item has been shipped, please send an email to customerservice@thelenscase.com. Upon cancellation we will refund the full amount of your purchase less 3.5% which is to cover the average transaction cost we are levied by our store service provider Shopify.

Further information

In the event that an item purchased directly from TheLensCase website is found to be faulty within a period of six months, TheLensCase reserves the right to repair, replace or refund the item at no additional cost to the customer.

Goods that are returned outside of the above stated returns period and/or are damaged or sent without the original documentation will not be accepted and will be returned to the customer.

We are only able to process refunds to the original payment method and we cannot guarantee the timescale in which the refund will take to show in your account once it has left us.