Returns & Refunds
Here you'll find out how to register a return with us quickly and easily, and what you need to keep in mind.
↩️ How your return works – step by step
- Register your return by emailSend a short message to support@freshlens.eu with your order number and the reason for the return. We'll promptly send you a confirmation with all further details.
- Pack the goodsPack the items unused, unopened and in their original packaging – this is the only way we can accept the return.
- Choose a shipping methodYou send the parcel yourself and bear the postage costs. Alternatively, you can conveniently request a return label from us for €3.29 – we'll simply deduct the cost directly from your refund, so you don't have to worry about anything else.
- Send the parcelSend the return insured and with a tracking number to the address below.
- Receive your refundAs soon as your return has arrived and been checked, we'll refund the amount within 7 days using the same payment method you used for your purchase.
Freshlens.eu
Enes Davulcu
Lanferbruchstraße 1
45899 Gelsenkirchen
🚫 Excluded from return
So that we can resell the goods, the following exceptions apply for reasons of hygiene and safety:
- Opened or used contact lenses and care products
- Items whose seal or original packaging has been removed or damaged
- Incomplete or badly damaged returns
💶 Refund
Once we have received and checked your return, we will refund the purchase price to your original payment method within 7 days. If you used a return label, we will deduct the €3.29 label cost directly from the refund amount.
📬 Any questions?
We're happy to help: via our contact form, via WhatsApp or by email to support@freshlens.eu.
Your Freshlens team
Returns & delivery
Everything you need to know about shipping, returns and refunds – explained quickly.
Register a return
How do I register a return?
Simply send us an email at support@freshlens.eu with your order number and the reason for the return. We'll confirm the return by email and send you all further information.
Do I have to announce the return in advance?
Yes, please register your return by email before sending it, so that we can clearly assign it to you and process it quickly.
Shipping & costs
Who pays the costs of the return?
As a rule, you as the customer bear the costs of the return yourself.
Can I get a return label?
Yes, on request we can provide you with a return label. We don't charge the cost of €3.29 separately but deduct it directly from your refund.
Exclusions
Can I return opened contact lenses?
No, for hygiene reasons opened or used contact lenses and care products are excluded from return.
What happens if the original packaging is missing or damaged?
If the seal has been removed or the packaging is damaged, we unfortunately cannot take the goods back.
Refund
How long does the refund take?
After receiving and checking your return, we will refund the amount within 7 days.
How do I get my money back?
The refund is made to the same payment method you used for your order.
What about my statutory right of withdrawal?
In addition to this return process, you have your statutory 14-day right of withdrawal. You can find details in our cancellation policy.
