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Refund policy

Last updated: 01/11/2025

At Lenaïa, we are committed to providing yor with quality products. However, due to the specific nature of our products, we have a strict return and refund policy. Please read the following terms carefully.

1. No returns or refunds

In accordance with our policy, we do not accept no returns or refunds products purchased on our site, nor in partner stores, except in the following cases:

  • Defective product : If the delivered product is defective or does not match the description provided on our site, you are eligible for a exchange without additional fees, in accordance with the legal warranty of conformity. In this case, we commit to providing you with a replacement product at no additional cost.
  • Order error on our part If a mistake is made on our part (for example, by sending an incorrect product), we will replace the product at no cost to you.

Glasses being custom products or products that come into contact with the skin, we cannot accept returns for hygiene or comfort reasons once the purchase has been made. We therefore encourage you to carefully check your choices before finalizing your order.

Unfortunately, we do not accept returns of promotional items or gift cards.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can assess the issue and resolve it.

To be eligible for a return, your item must be in the same condition as when you received it, unworn or unused, with tags and in its original packaging. You will also need the receipt or proof of purchase.

If your return is accepted, we will send you a return shipping label, along with instructions on how and where to send your package. Items returned without a prior return request will not be accepted. 

To make a return, you can contact us at the following address: contact@lenaia.shop

2. Right of withdrawal

Notwithstanding the above, if the merchandise is shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As mentioned above, your item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Unfortunately, we do not accept returns of promotional items or gift cards.

3. Legal warranties

Although we do not accept returns or refunds due to the right of withdrawal, please note that you benefit from two legal guarantees:

  • Legal conformity guarantee (article L217-4 and following of the Consumer Code): You have the right to a product that matches the description provided on our site and is free from manufacturing defects. If the delivered product has a conformity defect, you have the right to an exchange or repair of the product.
  • Legal warranty against hidden defects (article 1641 and following of the Civil Code): If the product has a hidden defect making its use impossible or dangerous, you are entitled to a repair or replacement of the product, even after purchase.

To assert your rights related to the legal warranty of conformity or the warranty against hidden defects, you must contact us via our contact form or by email at contact@lenaia.shop and provide the product details as well as proof of purchase.

4. Instructions in case of defective or non-compliant product

If you believe that the product you received is defective ou non-compliant, please contact us within the 7 days following receipt of the product. We will ask you to:

  1. Take a photo of defective or non-compliant product.
  2. Send us an email to contact@lenaia.com with a detailed description of the problem, along with a photo of the product and the order number.
  3. Wait for our response before returning the product, so that we can arrange an exchange (if agreed by us).

We are committed to processing your request within 14 days and providing you with an appropriate solution.

5. Return conditions in case of defective product

If a return is accepted for a defective or incorrect product, the return shipping costs will be at our expense. We will provide you with a prepaid return label or reimburse you for the return shipping costs upon presentation of the carrier's proof of purchase. The product must be returned in its original packaging and in a new condition.

6. How to avoid order mistakes

To avoid any ordering errors, we recommend that you carefully check:

  • The size of the frame and the glasses dimensions.
  • The options and colors products before finalizing your purchase.

If you have any doubts or questions regarding a product, our customer service team is available to assist you. Feel free to contact us at contact@lenaia.shop

7. Exceptions

Certain exceptions may apply depending on the specific nature of the products purchased. The products on sale or offered as gift cards cannot be returned or refunded under any circumstances.

8. Contact us

If you have any questions regarding our return and refund policy, or if you would like to report a defective or incorrect product, please contact us at:

Lenaïa
contact@lenaia.shop
www.lenaia.shop

We are here to help you and provide a quick and effective solution.