Refund Policy

1. Before the lab accepts your order

When you place an order your card is authorised, not charged. The charge happens only when the lab accepts the job.

• You can cancel from your order page any time before the lab accepts. The hold is released and you pay nothing.
• If the lab declines the order, the hold is released automatically and you pay nothing.
• If a lab doesn’t respond in time, the hold expires on its own and you are never charged.

Your bank may take a few days to show a released hold as gone — no money has moved.

2. After the lab accepts (your card has been charged)

When to tell us: for defective or wrong lenses, within 14 days of receiving them. For anything else, as soon as you can.

3. Shipping

LensLlama doesn’t charge you for shipping. Labels are billed to the lab’s own carrier account, and any shipping arrangement is between you and the lab. LensLlama never refunds shipping charges, because it never collects them.

4. How to ask for a refund

Email contact@lensllama.net with your order number (it starts with LL-) and what happened.

• We’ll acknowledge you within 1 business day.
• Once we have what we need, an approved refund is issued within 30 days — usually much sooner — back to the card you paid with.
• Your bank then usually takes 5–10 business days to show it.

Refunds are issued by LensLlama; labs and practices don’t refund each other directly through the platform.

5. If you dispute a charge with your bank

Please email us first — it’s almost always faster than a bank dispute, which can take 60–90 days. If a dispute does happen, we’ll give your bank the order’s record, and LensLlama covers the bank’s dispute fee. You are never charged it.

6. Your LensLlama subscription

• Founding practices (the first 15): your card is saved at sign-up and you pay $0during the launch period. Billing starts when LensLlama turns it on for the founding group, and we’ll tell you before that happens. From then on your founding rate is locked for as long as your account is open.
• Standard practices: your card is charged when you sign up.
• Your first charge:if you haven’t placed an order yet, you can ask for a full refund of your first subscription charge within 7 days of it.
• After that: cancel any time from your account. Cancellation takes effect at the end of your current billing month; there are no refunds for partial months.

7. For labs

When an order is refunded under this policy, your payout for that order is reversed in proportion to the refund. LensLlama refunds its own platform fee in the same cases shown above, so you never pay our fee on money you had to give back.

If a practice’s bank reverses a payment (a chargeback), the payout for that order is reversed and LensLlama covers the bank’s dispute fee. The loss is shared: you don’t bear the fee, and we don’t keep a fee on a disputed order.

8. Changes

If we change this policy, we’ll email every practice and lab at least 30 days before the change takes effect. A change never applies to an order that was already placed.