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Our Policy
Last updated: May 2025
Faulty Goods
Full refund or replacement within 30 days
Frame Returns
14-day goodwill return on frames (original condition)
Prescription Lenses
Non-refundable (custom goods exemption)
Refund Speed
5–10 working days to original payment method
Nothing in this Returns Policy affects your statutory rights under UK law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you are entitled to a repair, replacement, or refund.
⚠️ Legal Exemption — Custom Goods
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Schedule 3, prescription glasses are goods made to your personal specification and are therefore exempt from the standard 14-day right to cancel. Once your prescription lenses are cut and fitted, they cannot be refunded solely because you changed your mind.
As a goodwill gesture beyond our legal requirements, LensZee will refund the frame cost (excluding lens costs) if the frame is returned in its original, unworn condition with all packaging within 14 days of delivery.
If your glasses arrive damaged, faulty, or do not match your prescription, you have full rights under the Consumer Rights Act 2015. We will:
Please contact us within 30 days of delivery. For glasses that become faulty after 30 days, we will assess claims on a case-by-case basis in accordance with the Consumer Rights Act 2015.
If you believe your prescription is incorrect, stop wearing the glasses immediately and contact us at hello@lenszee.co.uk with your order number and details of the issue.
For accessories (cases, cleaning kits, lens cloths etc.) you have the standard 14-day right to cancel under Consumer Contracts Regulations 2013. Items must be returned unused, in original packaging.
Contact us first
Email hello@lenszee.co.uk with your order number, the item(s) you wish to return, and the reason. Do not return items without prior authorisation.
Receive return instructions
We'll reply within 24 hours with a return address and instructions. Please use a tracked postal service — we cannot be responsible for items lost in transit.
Pack securely
Return the glasses in their original hard case, with the cleaning cloth, in a secure outer box. Items must be in original, unworn condition.
Refund processed
Once received and inspected, approved refunds are processed within 5–10 working days to your original payment method.
If the return is due to a fault, damage in transit, or an error on our part, we will cover the return postage cost.
For goodwill frame returns (change of mind), the customer is responsible for return postage costs.
Approved refunds are issued to your original payment method within 5–10 working days of us receiving and inspecting the returned item.
You will receive an email confirmation when your refund is processed. Please allow additional time for your bank to post the refund to your account.
For all returns and refund queries, please contact:
LensZee Customer Service
📧 hello@lenszee.co.uk
This policy does not affect your statutory rights. For further information on your consumer rights, visit Citizens Advice or contact the UK Government consumer guidance.