Enjoy shopping on Lencia.co with these great return policy features:

1. 15 days Returns – You have 15 days to make a refund request after your order has been delivered.
2. Easy and Free Returns – You can return any product you have bought, and we will take care of the return shipping costs.
3. Full Refunds – If the item you have received is damaged, defective or not as described on the website, you will receive a full refund along with any shipping fees applied.
4. Authenticity Guarantee – If your purchase is found to be counterfeit, you will receive a full refund along with any shipping fees paid.

How does Return Policy Work?

1. Initiate A Return –
2. Call / Text / WhatsApp the number +971 56 538 3901
3. Schedule Pick-up – A pick-up will be scheduled by one of our courier services after communicating with you
4. Return The Item – Pack the item in its original state and packaging. Hand over the package to the courier representative.
5. Refund Processed – Once we receive your returned item, we will inspect it and process your refund.

Frequently Asked Questions (FAQs)

I received a defective/damaged item, can I get a refund?
In case the item you received is damaged or defective, you could return an item in the same condition as you received it with the original box and/or packaging intact. Once we receive the returned item, we will inspect it and if the item is found to be defective or damaged, we will process the refund along with any shipping fees incurred.

I received a wrong item, how can I return it?
In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will process the refund along with free 15 day returns.

When are ‘Returns’ not possible?

There are a few certain scenarios where it is difficult for us to support returns:

1. Return request is made outside the specified time frame, of 15 days from delivery.
2. Product is used, damaged, or is not in the same condition as you received it.
3. Any consumable item which has been used.
4. Anything missing from the package you’ve received including price tags, labels, original packing, freebies and accessories.

I have changed my mind; can I return what I have bought?

If you change your mind before receiving your item, just call us to cancel your order and we will process the refund along with any shipping fees applied. If you wish to return the item after receiving it, you have up to 15 days to return them, keeping the below rules in mind:

1. You can’t return Clearance Items clearly marked as non-returnable and displaying a No-Return Policy.
2. Only the items with ‘Retail Packaging’ never opened (Sealed/Closed Box) and still with its Original Seal can be returned.

How long does it take the courier to collect the returned items?
Typically, Courier representative will contact you within 3-5 days from the day you requested a return. However, it might sometimes take up to two weeks for a courier to collect the item.

Can I schedule time with the courier to return an item?
At the moment, you will not be able to contact the courier company directly. However, once our courier representative contacts you to schedule the time for the pick-up of a return item, you may provide your preferred timings to them.

Can I return my item after 15 days?
There may be situations in which you were not able to return items within the 15 days, in such cases please contact our Customer Service Team +971565383900 or through the Returns page to file a complaint. Complaints are handled on case by case basis. However, all acceptable returns as per Consumer Protection Laws will honor the outlined duration.

How can I receive a refund if I paid by Credit Card?
If you have paid through electronic means (Credit or Debit card), the paid amount will be refunded to your card. The amount paid may take up to a month to reflect in your card statement, depending on individual’s bank process.

I paid through Cash on Delivery, how will I receive a refund for my item?
If you have paid through Cash on Delivery (COD), the money would be refunded to the bank account you provide to our executives while processing the return or you can contact +971 565383900 for additional options

What does it mean by ‘Retail Packaging’ never opened (Sealed & Closed Box)?
A brand-new, unused, unopened, undamaged item in its original packaging . Packaging should be the same as when it was delivered to you.

Can I return an item through my courier company or personally drop it anywhere?
At the moment, the item can be returned to us only though one of our assigned courier services.