Cancellation and Returns
We want you to be entirely satisfied with both your purchase and the service you receive from Lensplanet.com. You may cancel your order (or any items within your order) at any time up to 7 days after you have received the goods, as long as the goods are unopened, unused and are still in their original packing. You do not have to give a reason for canceling your order during this period. You will be responsible for the cost of packaging and returning your order. You will receive a full refund of your order, less a nominal charge of £4.00 within 30 days of advising us of your intent to exercise your right to cancel your order. This is the maximum period allowed by law. The actual period between cancellation and refund is likely to be significantly shorter. Please note - Items which are being returned for a full refund under your right to cancel your order should be unopened, in their original packing and should not have been used. To see how to cancel an order, see the section below on Making a Return.
If the products you have ordered are returned to us as undeliverable by the postal service, we will endeavour to contact you by email for confirmation of the delivery address. If no reply is received within a reasonable period and in any event within 30 days of the return of the goods, then a refund will be made within 30 days. If you don't receive your order within 14 working days of the shipment date, we will ship you a replacement.
Goods Damaged or Faulty on Delivery
You may return damaged or faulty goods within 7 days of receipt. In the unlikely event you receive a defective lens, do not throw the lens away. It may need to be returned to the manufacturer for analysis. Provided the lens manufacturer agrees the lens is defective, a replacement lens will be issued at no cost. Please note that defective lenses may only be exchanged for the exact same lens and prescription. We cannot issue refunds for defective items. To see how to return a damaged order, see the section - Making a Return.
Making a Return
Ensuring that our customers are 100% satisfied is of the utmost importance Lensplanet.com. If you want to cancel your order or refund or exchange because an item is faulty or damaged, please send an email to firstname.lastname@example.org with the Order number, the title and the reason for the return. We will then get back to you via email with the details of the address for making the return. Please package your return carefully to ensure your lenses are not damaged in shipment – we cannot issue credit for items damaged in transit to our office. Also, to ensure safe delivery, you should ship your package using a trackable carrier (we recommend Recorded Delivery). We are unable to issue credit for packages lost in transit to our office.