Refund Policy

Last Updated: July 9, 2026

At Lencay, customer satisfaction is important to us. If you experience an issue with your order, please review our refund policy below.

Eligibility for Refunds

Refund requests may be considered within 7 days of the delivery date.

To qualify for a refund, the following conditions must be met:

The item must be unused and in its original condition.
The product must be returned with its original packaging, accessories, and labels.
A valid proof of purchase or order number must be provided.
The return must be approved by our Customer Support team before being shipped.

How to Request a Refund

To request a refund, please email our Customer Support team at contact@lencay.com and include:

Full Name
Order Number
Reason for the refund request
Photos of the item (if damaged, defective, or incorrect)

Our team will review your request within 24–48 business hours.

Approved Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved:

Your refund will be issued to the original payment method.
Processing typically takes 3–5 business days, depending on your financial institution.
A 20% restocking fee may apply to eligible returns unless the return is due to our error (such as receiving a defective or incorrect item).

Non-Refundable Situations

Refunds are generally not available for:

Change of mind after purchase.
Incorrect shipping address provided by the customer.
Items returned without prior authorization.
Products showing signs of use, damage caused by the customer, or missing original packaging.
Clearance, final sale, or promotional items unless required by applicable law.

Incorrect Shipping Address

Customers are responsible for providing an accurate shipping address.

If an order is returned due to an incorrect or incomplete address:

The customer may choose to pay a new shipping fee for reshipment.
If a refund is requested instead, original shipping charges and any applicable restocking fee may be deducted from the refund amount.

Lost or Delivered Packages

If tracking indicates that your order has been delivered but you did not receive it, please contact the shipping carrier first and obtain any available claim information.

Our support team will review each case individually and work toward an appropriate resolution.