Refund policy
Refund & Return Policy – ProLens
Returns
You have 15 calendar days from the date you receive your order to request a return.
To be eligible for a return, the item must:
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Be unused
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Retain all original tags
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Be in its original packaging
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Include proof of purchase
How to Initiate a Return
To start a return, please contact us first at:
Provide the following information:
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Order number
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Reason for the return
Returned items should be sent to:
Return Address:
Carrer Jacint Verdaguer, 50
08250 – Sant Joan de Vilatorrada
Barcelona, Spain
⚠️ Returns sent without prior authorization will not be accepted.
Once your return is approved, we will provide detailed instructions and, if applicable, a return shipping label.
Return Shipping Costs
Unless the return is due to our error (defective, damaged, or incorrect product), return shipping costs are the responsibility of the customer.
Damaged, Defective, or Incorrect Items
Please inspect your order upon receipt.
If the product is defective, damaged, or does not match your order, contact us immediately at:
We will evaluate the case and provide an appropriate solution in accordance with applicable law.
Exceptions / Non-Returnable Items
Some items cannot be returned:
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Personalized or custom-made products
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Hygiene or personal care items
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Perishable goods
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Hazardous materials, flammable liquids, or gases
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Gift cards
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Items on final sale or clearance
If in doubt whether a product can be returned, please contact us before purchasing.
Exchanges
We do not offer direct exchanges.
The fastest way to get a replacement product is to:
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Request a return of the original item
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Place a new order once the return is approved
Right of Withdrawal (European Union)
If your order is shipped within the European Union, you have the right to withdraw from the purchase within 15 calendar days without giving a reason, in accordance with EU consumer law.
Conditions:
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The product must be unused
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In its original packaging
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With proof of purchase
This right does not apply to personalized products or items legally excluded.
Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved.
If approved:
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Refunds will be made to the original payment method
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Refunds may take up to 10 business days to process
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Please note that your bank or card issuer may take additional time to reflect the funds
If more than 15 business days have passed since the refund approval and you have not received it, contact us at:
Contact Information
ProLens
Owner: Izan Ramos Rios
Email: prolensstoreinfo@gmail.com
Website: https://prolens.shop