Refund policy

Last updated: April 1, 2026

1. GENERAL INFORMATION

This Return & Refund Policy applies to all purchases made through reflectlens.com, operated by Prisms & Filters, registered in Poland. This policy applies to consumer purchases (B2C) and is subject to applicable Polish law and European Union consumer protection regulations, including Directive 2011/83/EU on consumer rights.

Business customers (B2B) purchasing under a VAT number are not entitled to statutory consumer rights and are governed by separate commercial terms.

2. STATUTORY RIGHT OF WITHDRAWAL (EU CONSUMERS)

If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without providing any reason, in accordance with EU consumer law.

To exercise your right of withdrawal, you must notify us before the 14-day period expires by contacting us at team@reflectlens.com with a clear statement of your decision to withdraw.

3. EXTENDED RETURN POLICY

In addition to your statutory rights, we offer an extended 15-day return window from the date of delivery, available to all customers including those outside the EU.

To be eligible for a return under this policy, the following conditions must all be met:

  • The item must be returned in its original, undamaged condition
  • The item must be returned in its original packaging, including all accessories and documentation
  • New, unused items must show no signs of use: no abrasions, scratches, or physical damage
  • The return must be sent via Registered Mail with tracking, or via a return label generated by us
  • The return must be initiated within 15 calendar days of the delivery date

Returns that do not meet all of the above conditions may be refused or subject to a partial refund reflecting any diminution in value.

4. RETURN PROCEDURE

Before sending any return, you must contact us at team@reflectlens.com to initiate the process. Unauthorized returns sent without prior contact may be refused.

Once your return is received and inspected, we will notify you by email of the outcome within 5 business days. If your return is approved, a refund will be issued to your original payment method within 14 business days of approval.

If more than 14 business days have passed since we confirmed your refund approval and you have not received the funds, please contact us at team@reflectlens.com.

5. EXCHANGES

Defect or error on our part:

We process exchanges in the following cases:

  • You received the wrong item
  • The item arrived damaged in transit
  • The item is defective upon arrival

If you believe your product is defective, contact us promptly at team@reflectlens.com with a description of the defect and photographic evidence. We reserve the right to assess the reported defect before approving an exchange.

Size or model change:

If you ordered the wrong filter size, or wish to exchange for a different model or size — we can accommodate this. Please contact us at team@reflectlens.com. The exchange is subject to the conditions outlined in Section 3 of this policy. Return shipping costs in this case are borne by the customer.

6. ORDER CANCELLATION

Orders may be cancelled free of charge provided the cancellation request is submitted before the order has been dispatched. To cancel an order, contact us immediately at team@reflectlens.com with your order number.

Once an order has been dispatched, it cannot be cancelled and must instead be returned in accordance with Section 3 of this policy.

7. SHIPPING COSTS

For returns under the extended return policy (Section 3) and customer-initiated exchanges (Section 5), return shipping costs are borne by the customer and are non-refundable.

Returns may be sent independently via Registered Mail with tracking. Alternatively, upon request we can generate a return label — the cost of the label depends on the country of origin of the return shipment and will be deducted from the refund amount or invoiced separately.

In cases of defective, damaged, or incorrectly sent items (Section 5), we cover the full cost of return shipping. Please contact us before dispatching the return.

8. COMPLIMENTARY ITEMS

If complimentary items were included in your order, they must be returned together with the main product. If complimentary items are not returned, their retail value will be deducted from the refund amount.

9. UNCOLLECTED SHIPMENTS

If a shipment is not collected by the customer and is returned to us, the customer will be charged for both the outbound and return shipping costs. These charges will be deducted from any refund due, or invoiced separately if no refund applies.

10. LIMITATIONS

This policy does not cover damage or defects resulting from misuse, improper handling, accidental damage, water or moisture damage, unauthorized modifications or repairs, or normal wear and tear.

11. CONTACT

📧 team@reflectlens.com 🌐 reflectlens.com