Returns and Refunds

Last updated: September 21, 2026

This policy applies to orders placed on leion.glass for LEION Hey 2, LEION Hearing, prescription lenses and related products. It should be read together with our Shipping Policy and Warranty Policy. Nothing in this policy limits consumer rights that cannot be excluded under the laws applicable to your purchase.

1. CONTACT US BEFORE RETURNING A PRODUCT

To request a cancellation, return, refund, replacement or other assistance, email support@leion.glass with your order number and a brief explanation. For a product that arrived damaged, defective or incorrect, please include clear photos or video where possible. Please wait for our written return instructions before sending anything back.

2. ORDER CANCELLATIONS

Orders for non-custom products, including pre-orders, may be cancelled at any time before shipment. Contact us as soon as possible; once an order has shipped, it can no longer be cancelled, although an eligible return may still be requested under this policy.

For an order that includes custom prescription lenses, the lens item may be cancelled only before lens processing or fabrication begins. Once processing begins, the custom lenses and any product sold as an inseparable package with them cannot be cancelled or refunded for a change of mind, even if the package has not shipped. If an order also includes separate non-custom products, you may request cancellation of those items before they ship. This restriction does not apply where LEION made an error or where applicable law requires another remedy.

3. PRE-ORDERS AND SHIPPING DELAYS

Any pre-order shipping date shown on the product page or at checkout is an estimate and may change. If we expect a delay, we will contact you with an updated estimate and information about your options. Prescription lenses have a separate processing time shown on the relevant product page and may ship separately from the glasses.

You may cancel a non-custom pre-order at any time before it ships and receive a refund for the cancelled, unshipped item. For prescription lenses that have already entered processing or fabrication, the cancellation terms in Section 2 apply, except where applicable law requires another remedy. If we cannot ship within the time stated when you ordered, we will contact you with an updated date and obtain your consent to a delay or provide a cancellation and refund option as required by applicable law.

4. 14-DAY RETURNS FOR ELIGIBLE NON-CUSTOM PRODUCTS

For eligible non-custom products, including LEION Hey 2 and LEION Hearing products without custom prescription lenses, contact us within 14 calendar days after delivery to request a return. This return window does not apply to an inseparable product package containing custom prescription lenses once lens processing or fabrication has begun.

Returned products should be in like-new condition, with all included items, accessories and original packaging. You may handle a product as reasonably necessary to inspect it; damage or wear beyond reasonable inspection may affect eligibility, except where applicable law provides otherwise. We will review your request and send return instructions if it qualifies.

5. CUSTOM PRESCRIPTION LENSES

Prescription lenses and lens inserts are prepared using the prescription and measurements you submit for your LEION product. Please check all information, including prescription values and pupillary distance (PD), before confirming your order.

Once processing or fabrication begins, custom prescription lenses are not eligible for return, exchange, cancellation or refund because of a customer-entered prescription or measurement error, a later change to your prescription, personal fit or wearing comfort, adaptation preferences, or a change of mind. These limits apply to custom lenses ordered for LEION Hey 2 and LEION Hearing, except where LEION made an error or applicable law requires otherwise.

If the lenses we make do not match the prescription details you confirmed, or the lenses are defective or damaged due to an issue attributable to LEION, contact us. We will review the issue and provide an appropriate correction, replacement or refund as required by applicable law.

6. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If your order arrives damaged, defective or incorrect, contact us as soon as possible with your order number and supporting photos or video. After reviewing the issue, we will provide an appropriate remedy, which may include repair, replacement or refund, in accordance with applicable law. For an issue confirmed to be our responsibility, LEION will cover reasonable return shipping costs.

7. RETURN SHIPPING, ORIGINAL SHIPPING AND IMPORT CHARGES

For an approved return that is not due to an error or defect attributable to LEION, the customer is responsible for return shipping costs, except where applicable law requires otherwise. Original shipping charges will be refunded when required by applicable law.

Import duties, taxes or brokerage fees paid directly to customs authorities or a carrier are generally outside LEION's control and are not refundable by LEION unless required by applicable law or the charge resulted from an error attributable to LEION. Taxes collected by LEION at checkout will be handled as required by applicable law.

8. REFUND METHOD AND TIMING

Approved refunds will be issued to the original payment method. For a return, we may wait until the product is received or you provide proof that it has been sent back, where applicable law allows. We will initiate an approved refund promptly and within any deadline required by applicable law. Your bank or payment provider may need additional time to post the refund.

9. WARRANTY AND STATUTORY RIGHTS

Warranty coverage is described in our separate Warranty Policy. This Refund Policy does not reduce any warranty coverage or any consumer rights that cannot be excluded under applicable law. If mandatory local law gives you a longer cancellation or return period, or additional rights for products that are faulty, damaged, not as described or otherwise non-conforming, those rights take priority over this policy. The custom-lens terms above apply only to the extent permitted by applicable law.

For help with an order, contact support@leion.glass.