Returns & Refunds
If LUSBY is not right for you, you can return your glasses within the return window stated in our Refund Policy and on your order confirmation. Where local law gives you stronger rights, those rights always apply.
What can be returned
Returned items must be in the condition you received them: unused, with the original packaging, the charging case and all accessories included. Keep the order number from your confirmation email — we use it to match your return.
How to start a return
Contact the team from the Contact page with your order number and the model you are returning. We reply with the return address and a short checklist, and confirm the return shipping arrangements with you before anything is sent.
Refunds
Once your return reaches us, we inspect it and confirm the result by email. Approved refunds are issued to the original payment method. Your bank may need a few extra days to show the credit.
Exchanges
We do not run a separate exchange process — return the item for a refund and place a new order for the model you want.
Damaged, faulty or incorrect items
If your order arrives damaged or is not what you ordered, contact us as soon as you notice, with photos and your order number. We cover the return shipping and will replace the item or refund you in full.
What we cannot accept
• Items returned after the return window stated in our Refund Policy
• Products showing use, accidental damage or unauthorised repairs
• Hygiene-related accessories once opened
• Items returned without the order number or original packaging
Questions
If anything about a return is unclear, contact the team first — it is much easier to sort out before the parcel is on its way.