Refund policy

Return & Refund Policy 🛡️

Thank you for shopping at Lenzy. We take pride in the quality of our premium annual contact lenses and want you to be completely satisfied with your purchase.

Because contact lenses are personal care and medical hygiene products, our return policy is strictly enforced to ensure safety and hygiene standards. Please read our guidelines below:

1. Eligibility for Returns

To be eligible for a return or exchange, your item must meet the following conditions:

  • You must contact us within 14 days of receiving your order.

  • The product box/packaging must be completely unopened, seals unbroken, and undamaged. We cannot accept returns for boxes that have been opened or tampered with under any circumstances due to strict health and hygiene regulations.

  • The item must be in its original packaging, including any free gifts, solution bottles, or cases included in the original shipment.

2. Damaged, Defective, or Incorrect Items

Your satisfaction and eye safety are our top priorities. If you receive a damaged box, a defective lens, or the wrong order (e.g., wrong color):

  • Please inspect your order immediately upon receipt.

  • Contact our customer support via WhatsApp or Email within 48 hours of delivery.

  • Provide clear photos/videos of the damaged or incorrect item, showing the sealed vial/blister or box.

  • If a defect or error is verified, we will arrange a free replacement or issue a full refund at no extra cost to you.

3. Non-Returnable Items

We strictly cannot accept returns or offer refunds for:

  • Lenses that have been opened from their original factory seal.

  • Claims of "discomfort" or "disliking the color" after the lens packaging has been opened. (Color results may vary depending on your natural eye color, which is a standard characteristic of cosmetic lenses).

  • Items returned after the 14-day eligibility window.

4. How to Initiate a Return or Exchange

If your item meets the eligibility criteria in Section 1, follow these steps:

  1. Contact our support team via WhatsApp (+962 7 9925 4080) or Email (hello@lenzylenses.com).

  2. Provide your Name, Order Number, and the reason for the return.

  3. Once approved, our team will instruct you on how to send the item back.

  4. Please note: Unless the return is due to our error (defective or wrong item), the customer is responsible for the return shipping/delivery fees.

5. Refunds Processing

  • Once your return is received and inspected by our warehouse team, we will notify you via email/WhatsApp regarding the approval or rejection of your refund.

  • If approved, your refund will be processed. Since we operate heavily on Cash on Delivery (COD) and local transfers, refunds will be issued via the original payment method, local bank transfer, or an e-wallet (like Zain Cash / Orange Money), depending on your preference.

  • Please allow 3 to 7 business days for the refunded amount to reflect in your account after approval.