Refund and Return Policy

REFUND AND RETURN POLICY

At GoLens, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we're here to help with returns and exchanges according to the policy below.

1. Return Eligibility

To be eligible for a return, items must meet the following conditions:

  • Items must be unused, unworn, and in the same condition as received
  • Items must be in original packaging with all tags attached
  • Items must include all accessories, manuals, and documentation (if applicable)
  • Proof of purchase (order confirmation email or receipt) is required

2. Return Timeframe

  • Exchanges (size/color): Within 14 days of delivery
  • Returns for refund: Within 14 days of delivery
  • Defective items: Within 30 days of delivery

3. Accepted Return Reasons

We accept returns for the following reasons:

  • Defective or damaged items due to manufacturing defects
  • Wrong item shipped (incorrect color, size, or style)
  • Item damaged during shipping
  • Item does not fit (exchange only, subject to availability)

4. Non-Returnable Items

The following items cannot be returned:

  • Items that have been worn, washed, or altered
  • Items with removed tags or damaged packaging
  • Sale or clearance items (unless defective)
  • Items returned after the specified timeframe
  • Items not in original, resalable condition

5. Return Process

Step 1: Contact us via email to initiate a return request within the eligible timeframe

Step 2: Provide your order number, photos of the item, and reason for return

Step 3: Wait for return authorization (RMA) and return shipping instructions

Step 4: Pack the item securely and ship to the provided return address

Step 5: Once we receive and inspect the item, we will process your refund or exchange within 5-7 business days

Important: Do not ship items back without prior authorization. Unauthorized returns will not be accepted.

6. Return Shipping Costs

  • Our error (wrong/defective item): We cover all return shipping costs
  • Customer preference (change of mind, wrong size): Customer is responsible for return shipping costs
  • We recommend using a trackable shipping service for returns
  • GoLens is not responsible for items lost or damaged during return shipment

7. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, refunds will be processed to your original payment method within 5-10 business days.

Please note:

  • Original shipping fees are non-refundable (except for defective/wrong items)
  • Refunds do not include return shipping costs paid by customer
  • A restocking fee of 15% may apply to returns due to customer preference

8. Exchanges

We only replace items if they are defective, damaged, or if you received the wrong item. If you need to exchange for a different size or color, please contact us to check availability.

Exchange shipping costs follow the same policy as returns.

9. Damaged or Defective Items

Please inspect your order upon receipt. If you receive a defective, damaged, or wrong item, contact us immediately with photos so we can evaluate the issue and make it right.

For verified defects or errors on our part, we will provide a prepaid return label and full refund including original shipping costs.

10. Contact Us

If you have any questions about our return policy, please contact us:

  • Email: support@golens.store
  • Response time: Within 24-48 hours (Monday - Friday)

This policy is effective as of March 16, 2026