Cancelling an order, returning a lens and getting your money back — what applies to you, and how long it takes.
Which route applies depends on where you are and why you want to return the lens.
| Situation | Window | Who pays return shipping |
|---|---|---|
| Order not yet dispatched — you want to cancel | Any time before dispatch | Not applicable |
| Change of mind, you are in the EU, EEA or UK | 14 days from delivery | You |
| Change of mind, anywhere in the world | 30 days from dispatch | You |
| Lens is faulty or not as described | See section 05 | We do |
If more than one route applies, you may use whichever gives you the better outcome.
AIR lenses are made to order. If your order has not yet entered production, we can usually change the focal lengths, mount configuration or timing, or cancel it outright.
Write to us with your order number as early as you can. Once production has started, changes are not always possible, but you still keep every right set out in sections 03 and 04 once the lens reaches you.
If you cancel before dispatch, we refund the full amount you paid, including any shipping you were charged. We do not deduct a cancellation or handling fee.
If you are a consumer resident in the European Union, the European Economic Area or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 days without giving any reason.
The 14 days run from the day you, or someone you nominate, takes physical possession of the lens. If your order arrives in several shipments, the period runs from the day you receive the last item.
Tell us before the 14 days are up. An email to hello@ironglassadapters.com is enough — you can use the form in section 11, but you do not have to. Then send the lens back within 14 days of telling us.
We refund the price you paid for the lens plus the standard delivery charge. If you chose an express or upgraded delivery method, we refund the cost of our standard option and you carry the difference.
You may unpack and inspect the lens the way you would in a shop. If you go further than that and the lens loses value as a result — mounting it on a camera in the field, marking the housing, removing engraved parts — we may deduct an amount reflecting that loss. We will tell you the figure and the reason before we process the refund.
Beyond any statutory right, we accept returns from any customer, anywhere, within 30 days of the original dispatch date, provided the lens comes back in its original condition: unused, undamaged, with all original parts, caps, documentation and packaging.
For customers in the EU, EEA and UK this sits on top of section 03 — the first 14 days follow the statutory rules, days 15 to 30 follow this policy.
Under this policy we refund the price of the lens. The original outbound shipping charge is not refunded.
Lenses returned more than 30 days after dispatch cannot be accepted for a change-of-mind refund. If the lens is faulty, section 05 applies instead and the 30-day limit does not.
We guarantee that every lens matches the description and specification published on its product page. If it does not, or if a fault appears in the housing or mechanics, this section applies — not sections 03 or 04.
You have a statutory right to a remedy for any lack of conformity that existed at the time of delivery and becomes apparent within two years. Depending on the circumstances you can ask for repair, replacement, a price reduction or a refund. This right is free of charge and applies regardless of our commercial warranty.
Our commercial warranty covers parts and labour for the housing and mechanical components for one year from delivery. Extended 3-year and 5-year coverage is available at the point of order.
The commercial warranty is non-transferable and covers the original purchaser. It does not limit the statutory rights described above, which cannot be excluded by contract.
For a fault, email us with your order number, a description of the problem and photos or video showing it. We will confirm the next step, and we cover shipping in both directions for a confirmed warranty or conformity claim.
None of the above restricts your statutory rights if the lens was faulty or not as described when it reached you.
Email hello@ironglassadapters.com with:
We reply within two business days with a return reference and the correct return address. Please do not ship anything before you have that reference: parcels sent to the wrong address may be delayed at customs or returned to you.
For a change-of-mind return, under either section 03 or section 04, you arrange and pay for return shipping. For a confirmed fault or non-conformity, we do.
Please use a tracked and insured service. Until the parcel reaches us it remains your responsibility, and a lens lost in return transit without tracking cannot be refunded.
Mark the parcel clearly as a returned goods shipment and include the return reference on the customs declaration. Parcels declared as a new commercial sale can attract import charges on our side, which we will have to deduct from your refund.
Refunds go back to the original payment method. We cannot redirect a refund to a different card or account.
| Route | We refund within |
|---|---|
| Cancellation before dispatch | 14 days of confirming the cancellation |
| Withdrawal under section 03 | 14 days of receiving the lens back, or of receiving proof that you sent it — whichever is earlier |
| Return under section 04 | 14 days of receiving and inspecting the lens |
| Confirmed fault or non-conformity | 14 days of agreeing a refund as the remedy |
Once we issue the refund, your bank or card provider may take a further few working days to show it.
Import duties, VAT and customs charges are set by your own country and are not included in our prices. You pay them on delivery, and they are not part of the amount we refund because we never received them.
Most customs authorities will refund duty paid on goods that were returned or rejected. Ask them directly, and keep the refund confirmation we send you as evidence. We will provide any paperwork you need.
Consumers in the EU, EEA and UK may use this form to withdraw from a purchase. Using it is optional — any clear statement works just as well.
To: IronGlass LLC, 2014 Capitol Ave, Suite 100 #4004, Sacramento, CA 95811, United States — hello@ironglassadapters.com
I hereby give notice that I withdraw from my contract of sale for the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Order number:
Signature (only if sent on paper):
Date:
IronGlass LLC
2014 Capitol Ave, Suite 100 #4004
Sacramento, CA 95811
United States
hello@ironglassadapters.com
Lenses are manufactured and dispatched from our production workshop in Lviv, Ukraine. We will confirm the correct return address when you open a return — please do not use either address without a return reference.
Need to return something?
hello@ironglassadapters.com