Returns & Refunds Policy

Last updated: September 12, 2026

At Lenceal, we want you to be confident in what you purchase. This policy explains when products can be returned, how refunds are handled, and what to expect throughout the process.

1. Returns

You may request a return for an eligible Lenceal product where:

• You received the wrong product.

• The product arrived damaged.

• The product has a manufacturing defect.

• The product does not match its advertised description.

• You have another valid reason covered by applicable consumer protection law.

Products must generally be returned in a reasonable condition, together with the original accessories, documentation, and packaging where applicable.

Certain products or purchases may be subject to additional return conditions.

2. Return Period

Return requests should be submitted within the applicable return period communicated at the time of purchase or in the relevant product documentation.

Where applicable law provides a longer or different period or remedy, those legal rights will continue to apply.

3. Products That May Not Be Eligible

A return may not be accepted where a product has been:

• Damaged through misuse, negligence, or accident.

• Modified or repaired without Lenceal's authorization.

• Damaged through improper installation or use.

• Returned without required components where their absence affects the product's condition or value.

These exclusions do not apply where they would unlawfully restrict your statutory consumer rights.

4. How to Request a Return

To request a return, contact Lenceal through our official customer support channels and provide:

• Your order number.

• The product concerned.

• A description of the reason for the return.

• Relevant photographs or other evidence where appropriate.

We may request additional information to assess the request.

Do not send a product back before receiving return instructions from Lenceal.

5. Return Shipping

Where the return is caused by an error on our part, a defective product, or another circumstance for which Lenceal is responsible, we will provide appropriate instructions regarding return shipping.

Where a return is requested for another reason, return shipping costs may be the customer's responsibility, subject to applicable law and the terms communicated at the time of purchase.

6. Inspection

Returned products may be inspected after they are received.

We may assess the product's condition and the reason for the return before determining the appropriate remedy.

Depending on the circumstances, the remedy may include a repair, replacement, refund, or another remedy available under applicable law.

7. Refunds

Where a refund is approved, we will generally issue the refund using the original payment method where reasonably possible.

Refund processing times may vary depending on the payment provider or financial institution.

The time it takes for funds to appear in your account is outside Lenceal's direct control.

8. Partial Refunds

In certain circumstances, a partial refund may be appropriate where permitted by applicable law, including where a product has been used or damaged beyond what would reasonably be necessary to assess its nature, characteristics, or functionality.

We will not make deductions that are prohibited by applicable consumer protection law.

9. Exchanges and Replacements

Where appropriate, Lenceal may offer a replacement instead of a refund.

Replacement products may be the same model or an equivalent model where the original product is unavailable, subject to applicable law and customer agreement where required.

10. Faulty or Damaged Products

If your product arrives damaged or develops a manufacturing defect, please contact us as soon as reasonably possible.

We may ask for photographs, videos, diagnostic information, or other evidence to help determine the appropriate solution.

A product covered by a Lenceal warranty may also be subject to the terms of our Warranty Policy.

11. Orders That Have Not Yet Shipped

If you wish to cancel an order before it has been shipped, contact us as soon as possible.

We will make reasonable efforts to accommodate cancellation requests, but an order that has already entered fulfillment or been shipped may instead need to follow the applicable return process.

12. Legal Rights

This policy does not limit, exclude, or replace any rights or remedies provided to consumers under applicable law.

Where mandatory consumer protection laws provide rights that are more favorable than this policy, those rights will apply.

13. Changes to This Policy

We may update this Returns & Refunds Policy from time to time to reflect changes to our products, services, operations, or applicable law.

The latest version will always be identified by the “Last updated” date above.

14. Contact Us

For return, refund, or cancellation enquiries, please contact Lenceal through the official contact information provided on our website.

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