Refund & Returns Policy

Overview

At Lensy, we want you to feel confident when ordering from our online store. If you are not completely satisfied with an eligible purchase, you may request a return or exchange in accordance with this policy.

All returns are subject to the conditions set out below and any rights that customers may have under applicable South African consumer law.

Return Eligibility

Items may generally be eligible for return or exchange where the return is requested within the applicable return period and the item meets our condition requirements.

To qualify, the item should generally be:

• Unworn
• Unused
• Unwashed
• Unaltered
• Free from marks, stains, odours or damage
• Returned with original tags where applicable
• In a condition suitable for resale

Return Period

Return or exchange requests should be submitted within 14 days of receiving your order, unless a different period is communicated at the time of purchase.

Requests submitted after this period may not be accepted unless required by law or where Lensy agrees otherwise in writing.

Condition of Returned Items

Because our garments are produced in carefully selected fabrics and often in small batches, we ask that customers take reasonable care when trying on items.

Returns may be declined where an item shows signs of wear, washing, alteration, perfume, makeup, damage or other use beyond what would reasonably be necessary to inspect the garment.

Non-Returnable Items

Certain items may not be eligible for return or exchange where this is permitted by law.

These may include:

• Items marked as final sale
• Custom-made or specially altered garments
• Items personalised specifically for the customer
• Items that have been worn, washed or damaged after delivery
• Items without original tags where tags were supplied
• Products restricted from return for hygiene reasons where applicable

Exchanges

Exchanges may be requested for another available size, colour or product, subject to stock availability.

Because Lensy produces many garments in small batches, we cannot guarantee that a replacement size or style will still be available when your return reaches us.

If the requested replacement is unavailable, we may offer an alternative product, store credit or refund where appropriate.

How to Request a Return

Before sending an item back, please contact Lensy so that we can assist you with the return process.

Please provide:

• Your full name
• Order number
• Email address used for the order
• The product you would like to return or exchange
• The reason for the return
• Photographs where the item is damaged, defective or incorrect

Once the return request is reviewed, we will provide further instructions where necessary.

Return Shipping

Unless the item is defective, damaged on arrival, incorrect, or otherwise covered by applicable law, customers may be responsible for the cost of returning the item to Lensy.

Original delivery charges are generally not refundable unless the return results from an error by Lensy or where reimbursement is required by law.

We recommend using a traceable courier or delivery service when returning products, as Lensy cannot take responsibility for parcels lost before they are received by us.

Refunds

Once a returned item has been received and inspected, Lensy will confirm whether the return has been approved.

Approved refunds will generally be issued to the original payment method where possible. Processing times may vary depending on the payment provider or banking institution.

Please allow reasonable time after approval for the refund to reflect in your account.

Damaged, Defective or Incorrect Items

If you receive a damaged, defective or incorrect item, please contact Lensy as soon as reasonably possible.

Include your order number, a description of the issue and clear photographs where possible. We will review the matter and advise on the appropriate replacement, exchange, repair or refund process.

Where Lensy is responsible for the error, reasonable return or replacement delivery costs may be covered by us.

Sale & Promotional Items

Sale or promotional items may be subject to specific return conditions communicated at the time of purchase.

Items clearly identified as final sale may not be returnable for change-of-mind reasons, except where applicable consumer law provides otherwise.