Refund policy
Last updated: April 2026
Section 1 - Your Right to Cancel
As a UK consumer purchasing online, you have a statutory right to cancel your order within 14 days of receiving it, without giving any reason. This is your legal right under the Consumer Contracts Regulations 2013.
To exercise your right to cancel, you must notify us within 14 days of receiving your order by emailing hello@lensora.uk with your order number and a clear statement that you wish to cancel. You must then return the item to us within 14 days of notifying us.
For a full refund under statutory cancellation, the product must be returned unused and in its original sealed condition. If the seal has been broken and the product has been used, we reserve the right to deduct an amount reflecting the diminished value of the product.
Section 2 - Our 30-Day Returns Policy
In addition to your statutory rights, we offer a 30-day returns policy from the date of delivery.
To be eligible for a return under this policy:
- Your return request must be made within 30 days of the delivery date
- The product must be unused and in its original sealed condition
- The product must be in its original packaging, undamaged
We are unable to accept returns of products that have been opened or used, as our lens cleaning formula is a consumable liquid product that cannot be resold once the seal has been broken. This condition does not affect your statutory rights.
If you are unsure whether our product is right for you before purchasing, please contact us at hello@lensora.uk and we will be happy to answer any questions.
Section 3 - How to Request a Return
- Email hello@lensora.uk with your order number and reason for return
- We will respond within 1–2 business days with return instructions and our return address
- Package the item securely in its original packaging
- Send the item back using a tracked postal service and retain your proof of postage
- Once we receive and inspect the returned item, we will process your refund within 5–7 business days
We strongly recommend using a tracked return service. We cannot accept responsibility for items lost or damaged in transit on their return.
Section 4 - Refunds
Refunds are issued to the original payment method used at checkout. Please allow up to 10 business days for the refund to appear in your account after we have processed it. Original shipping costs are non-refundable unless the return is due to our error or a faulty product.
Section 5 - Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged in transit, or is not what you ordered, we will resolve this at no cost to you. Please email hello@lensora.uk within 48 hours of delivery with your order number, a description of the issue, and a photograph clearly showing the damage or fault.
Upon verification, we will offer you the choice of a free replacement sent with priority shipping, or a full refund including your original shipping cost. In the case of a faulty or incorrectly sent item, we will provide a prepaid return label at no cost to you.
Section 6 - Items Damaged After Delivery
We cannot accept responsibility for damage caused by improper use or storage of the product after delivery. Our lens cleaning formula should be kept away from extreme heat, direct sunlight, and out of reach of children.
Section 7 - Late Returns
Returns requested after 30 days of delivery will not be accepted unless the item is faulty. If you believe your product is faulty after the 30-day period, please contact us at hello@lensora.uk and we will assess the situation on a case-by-case basis.
Section 8 - Refund Disputes
If you are not satisfied with how we have handled your return or refund, please contact us at hello@lensora.uk and we will do our best to resolve the matter. As a UK consumer, you also have the right to refer any unresolved disputes to an Alternative Dispute Resolution (ADR) scheme or seek guidance from the Citizens Advice Bureau.
Section 9 - Contact
Email: hello@lensora.uk
Website: lensora.uk
We aim to respond to all enquiries within 1 business day, Monday to Friday.