Returns & Refund Policy
RETURN, REFUND & CANCELLATION GUIDELINES
RETURNS AND REFUNDS Standard Products
- Exchange options are available within 14 days of receipt
- No cash refunds are available unless the order is lost, damaged, or does not match the description.
- Item must be in original condition
Custom/Personalized Items
Due to the unique nature of personalized and custom-made products, we are unable to accept returns or provide refunds for these items. This includes any products that have been:
- Customized with text
- Made to specific requirements
- Personally modified in any way
Please note: We cannot be held responsible for errors in personalization details, size selection, or color choices made during ordering. Carefully review all customization information in the 'Special Instructions' box before confirming your order.
ORDER CANCELLATIONS
- Orders can be cancelled within 12 hours of placement
- Cancellation requests for orders already in production or shipped cannot be guaranteed
- For cancellation requests, please contact our support team at account@neolens.co.uk or contact us through our live chat.
Cancellation requests for expedited shipping orders may not be possible due to immediate processing.
SHIPPING DAMAGE If your item arrives damaged:
- Contact us within 48 hours of delivery
- Send email to account@neolens.co.uk with the subject line "Damaged Product"
- Include clear photos of damage and order details
- Replacement or refund will be processed upon verification
INCORRECT DELIVERIES For items received that don't match your order:
- Notify us within 7 days of delivery
- Keep product in original condition
- Correct item will be shipped at no additional charge