We’re bummed if you're not 100% satisfied with the items you received, and we have made the returns so easy for you.
Returns & Exchanges
- Get in touch with our After-Sale Customer Service by sending us at email email@example.com. Ask for permission of returning and refund according to our policy stated.
- Place the item(s) in the original packing and seal the parcel securely. And then inform us of the return information(Details Below) by email.
- Choose the postal service to send back your return package. (Please kindly use a postal service that is trackable. In the event of package loss or package damage during transit, we will not be responsible in such cases. Therefore, we recommend adding insurance to your returned package to secure its safekeeping.)
- Returns will be processed within 7 days upon receipt of your package.
PS: Please write your order number which can be found in your Lensnature account or the order confirmation email on the package like SGS0001 to make it be recognized easily, so we can solve your problem as soon as possible.
- Order No., for example, SGS0001
- Item No., for example, SCP000001_B_100
- The quantity of each item
- Photo of the products you sent back
- Photo of the shipping label on the package mysant.com sent to you
- Photo of the shipping label in the package you sent to mysant.com
- We only accept returns within 15 days from receiving the order.
- Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s opened, used, damaged, or altered in any way.
- All returns must first be approved by our Customer Service Team. We do not accept returned items that were sent back by you directly without checking with us first.
Return Shipping Fee
- The return shipping cost is covered by us if it has been proven to be provided in error by our company, including wrong items sent by us, quality problems and other reasons which accepted by our customer services team. Once we receive the items, we will offer compensation or resend a replacement.
- If you ordered an incorrect size, product or simply wants to exchange the item, we can also allow a return. You are responsible for the shipping fee, and we will refund the original product cost upon receiving the returned item. All shipping fees are non-refundable.
- We do not accept packages returned using C.O.D. service.
Returns will be processed within 7 days upon receipt of your package. We offer a full refund on any items that are found to be faulty or damaged due to our fault.
(Returning to this address without Customer Services permission will not be accepted and customers will be responsible for all lost and cost.)
Unit 14 on 25th floor of block 1, tak fung industrial centre no. 168 texaco road, tsuen wan new territories, HK 999077 (Logistics warehouse)
Recipient: Lensnature Return Team
Tel: 1 (209) 360-0296
Online Service Time - 9:00 am to 6:00 pm CST office hours