This policy explains how returns work for physical and digital products purchased through Real-Lenses, My Place, and the A to B School marketplace. For payment cancellations and money-back refunds, see our Refund and Cancellation Policy.
1. Digital Products
- Non-returnable: Digital goods (forensic reports, credit packs, certifications, themes, tools, downloadable assets, courses, and stamps) cannot be "returned" once delivered or downloaded.
- Defective or undelivered items: If a digital product was not delivered, is corrupted, or does not match its description, contact contact@real-lenses.com within 14 days for a replacement or refund.
- Accidental purchase: Request a refund within 7 days if you have not downloaded or used the product.
2. Physical Products
Real-Lenses primarily sells digital services. When physical merchandise (badges, printed certificates, branded items) is sold, the following return terms apply:
- Return window: 30 days from delivery date.
- Condition: Items must be unused, in original packaging, and accompanied by proof of purchase.
- Non-returnable items: Custom-printed or personalized items, gift cards, and items marked "final sale" at purchase.
- Return shipping: Buyers cover return shipping unless the item arrived damaged or was incorrect. Original outbound shipping is non-refundable.
3. Damaged or Incorrect Items
- Email contact@real-lenses.com within 7 days of delivery with a photo of the item and your order number.
- We will send a replacement or issue a full refund (including return shipping) at our discretion.
- Do not return damaged items unless we request them — we may ask you to keep or dispose of them.
4. Marketplace Seller Returns
- Marketplace items are sold by third-party sellers. Return eligibility is set by the seller and shown on the listing page.
- Direct return requests to the seller first. Real-Lenses will mediate if the seller is unresponsive or the item is significantly misrepresented.
- Marketplace returns must be initiated within 14 days of delivery.
5. How to Start a Return
- Email contact@real-lenses.com with your order number and reason for return.
- We respond with return instructions and a return address within 3 business days.
- Ship the item using a trackable service and send us the tracking number.
- Refunds are issued to the original payment method within 5-10 business days of receiving the returned item.
6. Exchanges
We only replace items if they are defective or damaged. If you need to exchange a physical item for a different size or variant, contact us within 30 days of delivery — you may need to return the original item and place a new order.
7. Exceptions
We reserve the right to deny returns in cases of: abuse of this policy, fraud, items returned in used or damaged condition (other than as received), or violation of our Terms of Service.