If something isn’t quite right, we’ll help you sort it — quickly and clearly.

Return Window

You have 30 days from delivery to request a return.
If your order arrives with an issue or defect, you must let us know within 14 days.

Condition of Returned Goods

Items must be returned in their original condition and packaging.
All returns are inspected on arrival before approval for refund, replacement, or ULTIMA claim.

How Returns Work (and Why You Must Contact Us First)

To keep things smooth and avoid extra costs:

Always contact us first at USA@lensology.com before returning any lenses.
We’ll arrange your return using our DHL tracked courier service — quick, reliable, and convenient.
- You’ll receive a DHL link where you can choose your preferred pickup time and address.
- The courier comes to you — no waiting around all day, and no need to drive to a local depot.
- The shipment is fully tracked, insured, and customs-cleared correctly to avoid any hold-ups.
A $25 flat fee applies for this DHL return label, which you’ll pay upfront when we arrange your return.
Do not ship lenses independently. If you send them back without our authorization, we won’t reimburse your shipping cost, and you’ll be responsible for any import duties, taxes, or clearance fees.
Working with us and using our DHL service ensures a fast, hassle-free, and safe return process from your door to our lab.

Returns Under the ULTIMA Guarantee

If your lenses were purchased with our ULTIMA Guarantee, the following applies:

You will initially pay the $25 DHL return fee so we can safely receive and inspect your lenses.
If, after inspection, we confirm your claim qualifies under the ULTIMA Guarantee, we’ll fully reimburse that $25 return fee along with processing your eligible replacement or remake.
If your lenses are found not to meet the ULTIMA Guarantee conditions, the $25 return cost will not be reimbursed, and the lenses will be handled under our standard return policy.
Unauthorized returns sent without contacting us first may incur additional customs or handling fees, which will be deducted from any eligible refund.

In short: pay the $25 return fee upfront, we’ll inspect the lenses, and if your ULTIMA claim checks out, you’ll get it back.

Refunds & Replacements

Once your return is received and inspected, we’ll notify you by email.

Refunds are issued in USD to your original payment method.
Refunds may be refused for misuse, damage, or standard wear (outside ULTIMA coverage).
Exchange rates or card processing fees are outside our control.

Custom-Made Products (AR/Meta Inserts & Click-and-Fit Lenses)

Because these are custom-made, they cannot be returned or refunded unless:

There’s a manufacturing defect, or
They don’t match your provided prescription.

If confirmed, we’ll replace or correct them at no charge once inspected.
Please double-check your frames, prescription, and PD before ordering.

International Returns

If you’re returning from outside the U.S., we’ll still arrange your DHL return shipment.

You’ll pay the $25 return fee upfront (reimbursed later if the return qualifies under ULTIMA).
Customers arranging their own returns remain responsible for all customs duties, taxes, and courier fees, and we cannot refund those costs.

Contact

Email: USA@lensology.com
All returns and ULTIMA claims must be pre-authorized before shipping.

Governing Law & Consumer Rights

Lensology operates from the United Kingdom and ships orders internationally, including to the United States.
This Returns Policy is governed by U.K. law, and all purchases made through Lensology.com are subject to U.K. consumer protection legislation.

While we uphold the same high standards of fairness for all customers worldwide, your statutory consumer rights are those that apply under U.K. law, not local U.S. regulations.

Lensology reserves the right to refuse returns where items show misuse, damage, or were sent back without authorization.