Refund policy

Refund & Returns Policy

All products are made to order, which means we do not accept returns, exchanges, or refunds for change of mind or ordering errors. Please double-check your order details before placing it.

Damages and Issues

Please inspect your order upon delivery and contact us within 30 days if:

• Your item is damaged or defective
• You received the wrong item

To report an issue, email support@paletteandlens.com with:

• A description of the problem
• Photos of the item and packaging
• Your order number

If the issue is approved, we will arrange a free replacement.
Refunds are only issued if a replacement is not possible.

Exceptions / Non-Returnable Items

Because our products are custom-printed just for you, we cannot accept returns for:

• Change of mind
• Incorrect size, colour, or style ordered
• Any item not damaged or defective

We also do not accept returns on:

• Sale items
• Gift cards

European Union 14-Day Cooling-Off Period

Under EU consumer protection law, customers typically have the right to cancel or return orders within 14 days. However, this does not apply to personalised or made-to-order products, which includes all products in our store.

Refunds (in rare cases)

If a refund is approved (e.g. we cannot fulfil a replacement), we’ll notify you and issue a refund to your original payment method within 10 business days.
If more than 15 business days have passed since your refund was approved, contact us at support@paletteandlens.com.