Refund policy
Return and Refund Policy
By placing an order with Lucerna, you agree to the conditions listed below. We have written them to be plain and to be kept, so that you know exactly where you stand before you buy and we can treat every request the same way.
30-Day Satisfaction Guarantee
You have 30 days from the day your order is delivered to request a return. We count from delivery rather than from the order date, so postage time is never taken out of your 30 days.
These are glasses you have to wear to judge, so a pair that has been worn is still eligible. That is the whole point of the guarantee.
Return Conditions
To be eligible for a return, your pair must be complete and undamaged:
- Returned with its case and cleaning cloth
- Free of scratches to the lenses, and free of damage to the frame, temples or hinge
- Not modified, repaired or fitted with different lenses
Normal signs of having been worn and tried are fine. Pairs that arrive scratched, bent, broken or missing their case cannot be accepted, and we will contact you before returning them to you.
The Satisfaction Guarantee is limited to one claim per customer. If you have already returned a pair under the guarantee, further change-of-mind returns are at our discretion.
Multi-Pair Orders
Two and three pair orders are sold at a bundle price that is lower per pair than a single pair costs on its own. If you return part of a multi-pair order and keep the rest, the pairs you keep are re-priced at the single-pair rate and your refund is the difference.
For example, on a three pair order, returning two pairs leaves you charged the single pair price for the pair you keep, and we refund the difference. Returning the whole order refunds the whole amount.
Return Process
To start a return, contact us at support@wearlucerna.com with your order number and a short note on what is wrong or why the pair is not for you. If your return is accepted, we will send you the return address and instructions. Items sent back to us without first requesting a return cannot be accepted.
Return Shipping Costs
- Change of mind: If you are returning a pair because you no longer want it, or because you would rather have a different tint, you are responsible for the cost of return postage. We recommend a tracked service, as we cannot refund a return that does not reach us.
- Faulty, wrong or damaged: Covered by us. We pay the return postage and either replace the pair or refund it in full. See Damages and Issues below.
Damages and Issues
Please inspect your order upon delivery and contact us at support@wearlucerna.com within 7 days if your pair arrives damaged, defective or incorrect. A photograph of the problem helps us resolve it quickly. We will put it right at our cost.
Exceptions / Non-Returnable Items
We do not accept returns on gift cards. If you are unsure whether your order qualifies, ask us before sending anything back and we will tell you plainly.
Exchanges
The quickest way to change tint is to return the pair you have under the terms above and place a new order once the return is accepted. This gets the tint you want to you sooner than waiting for an exchange to be processed.
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved. Approved refunds are issued to your original payment method. Your bank or card provider may take a further few business days to post it to your account.
If more than 15 business days have passed since your return was approved and you have not seen the refund, please contact us at support@wearlucerna.com and we will chase it.
Contact
Lucerna
Email: support@wearlucerna.com
Address: George Street Sydney NSW 2000, Australia