The promise
If Lensable is not what you expected, ask for a refund within 14 days of a payment and we will refund it in full. You do not need to justify the request.
What is covered
- Your first payment on any plan, within 14 days.
- A renewal you did not intend, if you tell us within 14 days of the charge.
- A duplicate or clearly incorrect charge, at any time.
- A period during which a fault on our side made the service unusable.
What is not covered
- Requests made more than 14 days after the payment, outside the cases above.
- Dissatisfaction with the accuracy of a product match or an AI answer. These are probabilistic and we say so plainly before you pay.
- Prices, stock or delivery from a third-party retailer. We do not sell those products and cannot refund them.
How to request one
Write to us through the contact page with the email address on the account and the approximate date of the charge. That is enough for us to find it.
We aim to respond within two working days. Approved refunds are issued to the original payment method through Stripe and typically appear within five to ten working days, depending on your bank.
Cancelling versus refunding
Cancelling stops future charges but does not refund the current period — you keep access until it ends. If you want both, cancel and then request the refund; one does not happen automatically because of the other.
Your statutory rights
If you are a consumer in the UK or EEA you have a statutory right to cancel a digital service within 14 days. This policy is written to meet or exceed that, and nothing here removes rights you have by law.