Returns Eligibility

Am I Eligible for a Return?

• Return Period: You may return any item within a 30-day returns period, starting from the date the goods are marked as "delivered" by Lencarta LTD's courier service.
• Condition of Goods: All returned items must be in "as new" condition, fully functional, and in a saleable state. This includes being free from damage, wear, or excessive use.
• Exchanges: For exchange queries, please contact our customer service team. Our friendly and knowledgeable staff are available to assist you via email at [email protected] or by phone at 01274 678842.

Responsibility for Return Delivery

Who Is Responsible for Return Shipping?

• Customer Responsibility: The customer is solely responsible for returning goods to Lencarta LTD. We recommend using a tracked and insured shipping service to provide proof of dispatch and delivery.
• Return Shipping Costs: Lencarta LTD does not cover return shipping charges unless the item is classified as "Dead on Arrival" (DOA). If you believe your item is faulty, please contact our customer service team before initiating a return for guidance on warranty fulfillment or DOA claims.
• Unauthorized Costs: Any costs incurred by Lencarta LTD that are not pre-authorized (e.g., customs fees or additional shipping charges) may be deducted from your refund.

Refund Processing

When Will My Refund Be Processed?

• Processing Time: Lencarta LTD will process all returned goods within 24 hours of the item being marked as "delivered" by the courier, provided all conditions are met.
• Credit Appearance: Please allow an additional 2-5 business days for the refund to reflect in your account, depending on your bank or payment provider.
• Delays: If there are issues with the returned item (e.g., missing accessories or damage), processing may be delayed until resolved.

Refund Method

Can I Receive a Refund by a Different Payment Method?

• Same Method Policy: Unfortunately, Lencarta LTD can only refund the customer via the same method of payment used for the item's purchase. Under no circumstances can this be changed. For example, if a customer was to pay via PayPal, this cannot be returned to a specific debit account.
• Processing Exceptions: If you encounter issues with your original payment method, please contact our customer service team for assistance.

Return Address

Where Do I Return My Item(s)?

All items, whether domestic or international, should be returned to the following address:

Note: Please ensure the return address is clearly labeled on the package to avoid delays.

How to Return Your Item(s)

Step-by-Step Return Process

1. Download and Complete the Return Form:
   Download the Lencarta Return Form and fill it out completely. Include your full name, order number, and reason for return to ensure smooth processing.
2. Package Your Item:
   Include all original accessories, manuals, and packaging. Items must be returned in "as new" condition to avoid deductions.
   Secure the item to prevent damage during transit. Lencarta LTD is not liable for items damaged in return shipping unless pre-arranged.
3. Shipping:
   Use a tracked and insured shipping service. Retain proof of dispatch and delivery.
   Items must arrive at our Return Centre within 14 days of notifying us of your intent to return, or the return may be deemed invalid.
4. Notification:
   Email [email protected] with your order number and tracking details once the item is shipped.

Important Notes

• Deductions: Items returned outside the 30-day period, damaged, or missing accessories (unless DOA) may result in a reduced refund to cover restocking or repair costs.
• DOA Items: If an item is Dead on Arrival, contact us immediately with evidence (photos, videos) for a pre-authorized return label.

Additional Information

Your Statutory Rights

Your rights to return goods are protected under the EU Distance Selling Directive of 2000. This policy complements, but does not replace, those rights. For further information, visit www.lencarta.com/legal.

Contact Us

If you have any questions or need assistance, our customer service team is here to help:

• Email: [email protected]
• Phone: 01274 678842
• Telephone (International) : +44 1274 678842
• Fax: +44 1274 271666
• Hours: Monday–Friday, 9:00 AM – 5:00 PM GMT