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LensBox

Return & Refund Policy

At LensBox, we strive to ensure you receive high-quality contact lenses every time you use our vending machines. Please review our policy below regarding returns, refunds, and exchanges.

1. General Policy

Due to the medical and hygienic nature of contact lenses, we generally do not accept returns or exchanges for "change of mind" once the product has been dispensed. This ensures the safety and sterility of products for all our customers, in compliance with UAE health regulations.

2. Defective or Damaged Products

If you receive a product that is defective, damaged, or incorrect (not what you selected), you are eligible for a full refund or exchange.

  • Reporting Window: You must report the issue within 3 days of purchase.
  • Proof of Purchase: Please retain your digital receipt or transaction reference.
  • Condition: For manufacturing defects, the box may be opened. For incorrect items, the box must remain sealed.

3. Vending Machine Errors

If a vending machine fails to dispense your product after payment, or charges you incorrectly:

  • Please contact our support team immediately via WhatsApp at +971 58 6895877.
  • Provide the Machine ID (located on the screen/sticker) and the approximate time of transaction.
  • Refunds for failed transactions are processed to your original payment method within 5-7 business days.

4. How to Request a Refund

To initiate a claim, please contact us via:

Our team will review your request and provide instructions on how to return the defective item if necessary.