Return and Refund Policy

Last updated: September 20th, 2026

This Return and Refund Policy applies to purchases made directly through an authorized Lensa website.

Contacting Customer Support

All cancellation, return, and refund requests must be submitted by email to support@trylensa.com.

Please include:

• Your full name

• Your order number

• The email address used to place the order

• The reason for your request

• Any relevant photos, videos, or other supporting evidence

Our Customer Support team will respond within 24 hours.

Items returned without prior authorization from Lensa Customer Support will not be accepted or refunded.

Cancellations Within 24 Hours

You may request a cancellation within 24 hours of placing your order.

Cancellation requests submitted during this period are eligible for a 100% refund to the original payment method.

If the order has already been shipped when the cancellation request is reviewed, Lensa may require the product to be returned before the refund is completed. Customer Support will provide the applicable return instructions.

After the first 24 hours, cancellation and refund requests will be handled under the Lensa Money-Back Guarantee described below.

Lensa Money-Back Guarantee

Beginning 24 hours after an order is placed, customers may request assistance with a return or refund until the applicable Money-Back Guarantee expires.

The guarantee period begins on the date the order is marked as delivered by the shipping carrier.

The duration of the guarantee depends on the offer purchased:

• A Lensa device and its included array receive a 30-day Money-Back Guarantee.

• Each additional device or additional array included in the order adds another 30 days to the guarantee period.

• The maximum Money-Back Guarantee available for any order is 90 days.

Guarantee-period examples

The maximum guarantee period is 90 days, regardless of how many additional devices or arrays are included in the order.

Experience-Based Guarantee Requirements

The Lensa Money-Back Guarantee is based on the customer’s genuine experience with the product.

To request a refund under the guarantee, the customer must:

• Contact support@trylensa.com before the applicable guarantee period expires.

• Provide the reason for the refund request.

• Describe their experience using the product.

• Confirm that the product was used according to Lensa’s instructions and recommended usage guidelines.

• Provide any additional information reasonably requested by Customer Support to assess the request.

• Return the applicable product and components according to the instructions provided by Customer Support.

Lensa reserves the right to review each request individually and refuse a refund if the available information indicates that the product was not used as instructed or advised.

All Money-Back Guarantee requests are evaluated on a case-by-case basis.

Return Eligibility

To qualify for an approved return:

• The request must be submitted within the applicable guarantee period.

• The product must have been purchased directly through an authorized Lensa website.

• The customer must provide a receipt, order number, or other valid proof of purchase.

• The product must not have been damaged through misuse, neglect, unauthorized modification, improper storage, or use contrary to the provided instructions.

• The product, array, accessories, and other required components must be returned.

• The product must be returned in its original packaging.

• Any use of the product must be reasonable and consistent with Lensa’s instructions.

• The return must receive prior authorization from Customer Support.

Use of the product as instructed during the applicable guarantee period does not automatically make it ineligible for return.

Return Authorization and Shipping

To begin a return, contact support@trylensa.com.

If the return is accepted, Customer Support will provide:

• Return authorization

• A return shipping label

• The correct return address

• Instructions for packaging and sending the product

Authorized returns must be sent to:

Lensa Returns
[INSERT RETURN ADDRESS]

Do not return a product before receiving authorization and return instructions. Products sent without prior authorization will not be accepted.

Customers should retain their return receipt and tracking information until the refund has been completed.

Damaged, Defective, or Incorrect Products

Please inspect your order immediately after delivery.

If the product arrives damaged, defective, incomplete, or incorrect, you must contact support@trylensa.com within 24 hours of confirmed delivery.

Your email must include:

• Your order number

• A detailed description of the issue

• Clear photographs or videos showing the damage, defect, missing item, or incorrect product

• Photographs of the shipping box, packaging, shipping label, and damaged areas when the issue may have occurred during transit

If the evidence clearly confirms shipping damage, a defective product, or an incorrect order, Lensa will provide the appropriate resolution, including a 100% refund where applicable.

Product Inspection

If the cause of the damage or malfunction cannot be reliably determined from the information, photographs, or videos provided, Lensa reserves the right to request that the product be returned for a physical inspection.

Customer Support will provide the inspection address and return instructions. The customer is responsible for the cost of shipping the product to the designated inspection facility.

The product must be packaged securely and returned with all components reasonably necessary to investigate the reported issue. We recommend using a trackable shipping service and retaining the shipping receipt and tracking information.

After receiving the product, Lensa will inspect it to determine whether the issue resulted from a manufacturing defect.

If a manufacturing defect is confirmed, the customer may choose between:

• A full refund to the original payment method; or

• A replacement product at no additional product cost

The resolution will be provided according to the customer’s preference.

Lensa may provide specific return, replacement, or disposal instructions. Please do not return or discard the affected product unless instructed to do so by Customer Support.

Exceptions and Non-Returnable Items

The following items cannot be returned:

• Promotional items

• Gift cards

• Products purchased from an unauthorized third-party seller

• Products damaged through misuse, neglect, unauthorized modification, improper storage, or use contrary to Lensa’s instructions

• Items returned without prior authorization

Please contact support@trylensa.com if you have questions about the eligibility of a particular item.

Exchanges

We do not process standard exchanges.

The fastest way to receive a different product is to complete an approved return and, once the return has been accepted, place a separate order for the desired product.

Fourteen-Day Cooling-Off Period in the European Union

Notwithstanding the conditions above, if goods are shipped within the European Union, the customer has the right to cancel or return the order within 14 days of receiving it, for any reason and without providing justification.

To qualify under this right, the item must be returned in the same condition in which it was received: unused, with any applicable tags, accessories, and components, and in its original packaging. A receipt or other valid proof of purchase is also required.

This section applies only to orders for which the goods are shipped within the European Union.

Refund Review and Processing

We will notify you after receiving and inspecting your return. This notification will confirm whether the refund has been approved or refused.

If approved, the refund will be issued automatically to the original payment method within 10 business days.

Please remember that your bank, credit-card issuer, or payment provider may require additional time to process and display the refund in your account.

If more than 15 business days have passed since your refund was approved and you have not received it, contact support@trylensa.com.

Applicable Consumer Rights

Nothing in this policy is intended to exclude, restrict, or modify any consumer right that cannot legally be excluded, restricted, or modified under applicable law.

Contact Information

For all cancellation, return, damage, and refund requests:

Email: support@trylensa.com
Response time: Within 24 hours
Return address: [INSERT RETURN ADDRESS]