International Returns Policy

At Liquid Lens Systems Ltd, we are committed to providing excellent service to our international customers. If you need to return an item, please review our international returns policy below.

1. Return Eligibility

All products can be returned as long as they have not been used, damaged, or tampered with by the customer. If the item is damaged during the return process by the courier, it may not be eligible for a refund. We recommend that customers take precautions such as extra packaging and courier insurance to ensure the safe return of goods. There are no non-returnable products for international orders.

2. Return Window

International customers have 30 days from the date of delivery to return an item. This window is the same as for domestic returns.

3. Return Process

To initiate a return, customers must notify Liquid Lens by email, and we will confirm receipt of the return request. It is important that customers receive an acknowledgment from us before returning any goods. No return slip or invoice is required, but the package should include the customer’s information. We recommend using tracked and insured shipping that matches the value of the goods.

4. Refunds, Exchanges, or Store Credit

We offer full refunds, exchanges, or store credit for international returns. Refunds are processed using Stripe and will be made in GBP, USD, or EUR, depending on the currency used at the time of purchase. Refunds will be issued within 5–10 business days once the return is processed.

5. Return Shipping Costs

Customers are responsible for covering the return shipping costs unless the fault lies with Liquid Lens. If the return is due to our error, we will arrange for the collection of the goods and cover the shipping costs. Please note that we do not refund customers for return shipping if they choose to use their own courier. If we arrange the collection, shipping labels will be provided via email.

6. Customs, Duties, and Taxes on Returns

For returns not related to a fault with Liquid Lens, customers must cover any customs fees, duties, or taxes. If Liquid Lens is at fault, we will cover these fees. Please note that we do not refund any duties or taxes paid during the original purchase. Customs clearance for returned products will be handled by the courier service.

7. Damaged or Faulty Items

If you receive a damaged or faulty item, contact us immediately with a written summary of the defect and photos as proof. In such cases, we will offer a refund, replacement, or repair, and we will cover the return shipping costs.

8. Processing Time

Once we receive your returned goods or confirm a defect, we will process your return within 1-2 working days. Customers will be notified when their return has been processed.

9. Exchanges

We offer exchanges for international orders at our discretion. There are no specific product exclusions for exchanges.

10. Conditions for Return

All items must be unused, undamaged, and not tampered with to qualify for a return. If these conditions are not met, we reserve the right to reject the return and will notify the customer accordingly.

11. Proof of Purchase

Proof of purchase (such as an order confirmation or receipt) is required for all returns.

12. Exclusions

We do not have any exclusions from our international returns policy. All items, including perishable goods, intimate items, and customized products, can be returned as long as they meet the eligibility criteria.

13. Currency and Payment Methods

Refunds for international returns will be processed in the original payment currency (GBP, USD, or EUR) using the Stripe refund service.

14. Customer Support

For assistance with returns, please visit our contact page for our phone number or email address. We also offer support for translated return instructions if needed.