Refund policy

Thank you for shopping with CaptionLens. We want you to feel confident when trying our caption glasses. If you are not fully satisfied with your purchase, please review our return and refund policy below.

1. 30-Day Return Policy

We accept returns within 30 days of the delivery date.

To be eligible for a return, the product must be:

  • Purchased from our official website
  • Returned within 30 days of delivery
  • In good physical condition
  • In its original packaging, if possible
  • Returned with all included accessories, manuals, charging cables, cases, and any other items originally included in the package

Products that are damaged due to misuse, accidental damage, unauthorized repair, improper handling, or normal wear and tear may not be eligible for return or refund.

2. Custom Lens Orders

Custom lenses, prescription lenses, and other personalized lens options are tailored to your individual specifications.

For this reason, custom lens orders are considered final sale once production has started. They cannot be returned, exchanged, canceled, or refunded unless the item arrives damaged or there is a confirmed manufacturing defect.

Please review all lens details carefully before placing your order, including your prescription, pupillary distance, lens type, and any other customization options.

3. Non-Returnable Items

The following items are not eligible for return:

  • Custom lenses or prescription lenses
  • Products damaged by misuse, abuse, or improper care
  • Products with missing parts or accessories not caused by our error
  • Products returned without prior approval

4. How to Start a Return

To request a return, please contact us at [Support Email] within 30 days of delivery.

Please include the following information in your return request:

  • Your order number
  • The email address used to place the order
  • The reason for the return
  • Photos or videos if the product is damaged, defective, or incorrect

Once your return request is reviewed and approved, we will provide return instructions. Please do not send your product back without contacting us first.

Returns sent without prior authorization may not be accepted.

5. Return Shipping Costs

For returns that are not caused by a product defect or our error, the customer is responsible for return shipping costs.

This includes returns due to reasons such as:

  • Changed mind
  • Ordered the wrong item
  • Product no longer needed
  • Personal preference
  • Fit or comfort preference
  • Incorrect shipping information provided by the customer

If the return is due to our error, such as receiving the wrong item or a confirmed defective product, we will provide further assistance and may cover the return shipping cost.

We recommend using a trackable shipping method, as we are not responsible for return packages lost in transit.

6. Product Condition for Returns

Returned products must be packaged securely to avoid damage during transit.

Please include all original accessories and components, such as:

  • Caption glasses
  • Charging case or charging cable
  • User manual
  • Any other items included in the original package

If the returned product is damaged, incomplete, heavily used, or missing accessories, we may deduct a reasonable amount from the refund or refuse the return.

7. Refunds

After we receive and inspect your returned product, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Refunds are usually processed within 3–7 business days after approval. Please note that your bank, credit card company, or payment provider may require additional time to post the refund to your account.

Original shipping fees, expedited shipping fees, and other service fees are non-refundable unless the return is due to our error or a confirmed product defect.

8. Exchanges

At this time, we do not guarantee direct exchanges.

If you would like a different product, model, or lens option, please contact us first. In most cases, you may need to return the original product and place a new order.

Custom lens orders cannot be exchanged once production has started, unless there is a confirmed manufacturing defect.

9. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If your product arrives damaged, defective, or incorrect, please contact us at [Support Email] within 7 days of delivery.

Please include:

  • Your order number
  • Photos of the product
  • Photos of the packaging
  • A brief description of the issue
  • A video showing the issue, if applicable

We will review your case and provide a suitable solution, which may include troubleshooting, replacement, repair, return, or refund, depending on the situation.

10. Cancellations

If you need to cancel your order, please contact us as soon as possible.

We can only cancel an order before it has been shipped or before custom lens production has started.

Once an order has shipped, it cannot be canceled and must be handled according to our return process.

Once custom lens production has started, the custom lens portion of the order cannot be canceled, returned, exchanged, or refunded.

11. Contact Us

If you have any questions about returns, refunds, cancellations, or product issues, please contact us at support@captionlens.com

Please include your order number so we can assist you more quickly.