Return and Exchange Policy

Return & Exchange Policy

Last Updated: July 9, 2026

At Lencay, we want you to shop with confidence. If you receive a product that is damaged, defective, or incorrect, we're here to help.

Return & Exchange Eligibility

Returns or exchanges may be requested within 7 days of the delivery date.

To qualify, items must:

Be unused and in their original condition.
Include all original packaging, accessories, and labels.
Be approved by our Customer Support team before being returned.

Requests submitted after the 7-day period may not be accepted.

Items Not Eligible for Return

We do not accept returns or exchanges for:

Change of mind.
Products that have been used, damaged by the customer, or altered.
Items returned without prior authorization.
Clearance or final sale items, unless required by applicable law.

How to Request a Return or Exchange

To start the process, please contact us at contact@lencay.com and include:

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

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

Return Instructions

If your request is approved:

You will receive return instructions from our support team.
Please package the item securely with all original accessories and packaging.
Do not return any item without receiving authorization from our team.

Unauthorized returns may not be accepted.

Refunds or Replacements

After the returned item is received and inspected, we will notify you of the outcome.

If approved, we may offer one of the following:

A replacement item (subject to product availability).
A refund to your original payment method, typically processed within 3–5 business days after approval.

A 20% restocking fee may apply unless the return is due to a damaged, defective, or incorrect item received from us.

Delivered but Not Received

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

Our support team will investigate the situation and determine the most appropriate resolution.