Widerrufsrecht

In accordance with the law in force, the consumer has a period of 14 days from the date of delivery of the package to the request for a voucher or refund.

The right of withdrawal only extends to the value of the ordered frames plus shipping fees, however not the lenses that have been customized for the customer. In order to exercise this right, it is the sole responsibility of the customer to return the parcel to the company's customer service department accompanied by a letter (at the customer's expense) requesting either the exchange, voucher, or refund.

Please contact customer service via customerservice@lensdy.com for the return address.

Return and exchange conditions

The frames (without corrective lenses) are guaranteed 100% satisfactory, exchangeable, and refundable within 15 days from the receipt of the package. Only the price of the shipment to the return address will remain at the cost of the customer. If the product is not suitable, the customer may return it to get a voucher or a refund of the frame(s) and the shipping fees only.

The frames of a higher price can be ordered for exchange, but the extra cost will be charged to the customer. In case of a frame of a lower price ordered for exchange, the difference will be refunded within 8 to 10 days.

If the corrective lenses do not match the prescription originally submitted, the customer needs to contact our optical service at optical@lensdy.com and send their prescription and pupillary distances in order to get offered a solution.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at customerservice@lensdy.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues

If glasses are damaged during transportation, the customer contacts customer service via customerservice@lensdy.com within 7 days and provides photos of said damage. A solution will be offered.

If the product was damaged by the customer this warranty is not effective.

Exceptions / non-returnable items

In case the lenses received do not suit the customer, detailed verifications are made by our opticians between the customer’s prescription and the optical report.

If, following an investigation conducted in collaboration with the customer a manufacturing error is found, this will be the full responsibility of the merchant. The customer needs to contact our optical service at optical@lensdy.com and send their prescription and pupillary distances in order to get offered a solution.

In cases where an error was made by the customer when filling out the online form, or when the customer's ophthalmologist or optician has made a mistake in the prescription prescribed, it is up to the customer to take responsibility and pay the extra it might cause. No relaunch will be offered by the merchant. The customer will have the possibility to return the eyeglasses to the after-sale service, nevertheless, will be offered a refund of the frame(s), and the price of the lenses will remain at his cost. Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14-day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we approved your return, please contact us at customerservice@lensdy.com.