Refund policy
We want you to love your purchase from LENCE. If you're not satisfied, we're here to help.
Return Window
You have 30 days from the date of delivery to request a return or exchange. Requests made after 30 days cannot be accepted.
Return Conditions
To be eligible, your item must be:
- New and unused — unopened in its original packaging, or never used
- Accompanied by proof of purchase (order number or confirmation email)
Non-returnable items:
- Gift cards
- Items marked as final sale
- Used or opened items, unless the item arrived defective or was sent in error
Damaged, Defective, or Incorrect Items
You do not need to send the item back.
Email support@trylence.com within 30 days of delivery with your order number and photos of the item and its packaging. Once we confirm the issue, we issue a full refund — including your original shipping charge — and you keep the product. There is no return shipping cost to you and no parcel to send.
If you would prefer a replacement instead of a refund, tell us and we will ship one at no cost.
Change-of-Mind Returns
If the product is fine and you simply no longer want it, you may return it by mail at your own cost.
- Email support@trylence.com with your order number and the reason for the return.
- We reply within 2 business days with your return authorization and the return address.
- Ship the item back within 14 days of receiving that email, with your order number written clearly on the outside of the parcel.
- Use a tracked service and keep your tracking number. We cannot refund a parcel that does not reach us.
Do not send items back before contacting us. Parcels received without prior authorization cannot be processed.
Return address: We will send you the return address when we authorize your return. Returns are processed through our fulfillment center; the destination may be outside your country.
Who Pays for Return Shipping
| Reason | Return required? | Who pays return shipping | What is refunded |
|---|---|---|---|
| Defective, damaged, or incorrect item | No — keep the product | Not applicable | Product price and original shipping |
| Change of mind | Yes, by mail | You | Product price only |
Return labels are the customer's responsibility. We do not include a prepaid label in your parcel and we do not email one. For change-of-mind returns, you purchase and arrange your own shipping.
You are also responsible for any customs charges, duties, or taxes incurred when sending an item back. These are not reimbursed.
We do not charge a restocking fee.
Refunds
Once your return arrives, we inspect it within 2 business days and email you the outcome. Approved refunds are issued to your original payment method in the currency you paid in.
Expect your money within about 12 days of your return arriving — roughly 2 business days for us to inspect and approve, then 5–10 business days for your bank or card issuer to post the funds.
For defective items, where no return is needed, the same 12-day estimate runs from the day we confirm the refund.
If more than 15 business days have passed since we confirmed your refund and nothing has arrived, contact your bank first, then email us.
Exchanges
We accept exchanges within the same 30-day window.
- Defective item: we refund it in full, you keep it, and we ship your replacement at no cost.
- Change of mind: return the original at your own cost first, under the conditions above. Email us with your order number and the item you would like instead. If the replacement costs more we send a payment link for the difference; if it costs less we refund the difference. We cover outbound shipping on the replacement.
Cancellations
Orders can be cancelled at no charge before they enter handling. Once an order has shipped, it must be handled as a return under the terms above. Email us as soon as possible if you need to cancel.
Contact
Email: support@trylence.com Response time: within 2 business days, Monday–Friday Business address: Puralens LLC, 1309 Coffeen Ave, Suite 1200, Sheridan, WY 82801, USA