Return Policy

This policy explains how Audiolens handles cancellations, return-related queries, and product issues for orders placed through our website or app.

Order Cancellations

Cancellation of orders by the client will attract a cancellation fee of 10% of the value of the goods if the parcel has already left our premises. If cancellation is prior to shipment, no cancellation fee will apply.

Orders Requiring Review

If your order is received damaged, appears defective, is incomplete, or does not match what was ordered, please contact Audiolens as soon as reasonably possible so that the matter can be reviewed.

When contacting us, please include your order reference, your contact details, and a brief description of the issue. Where available, photographs of the affected item or packaging may help us assess the matter faster.

Custom Photo Orders

Many Audiolens photo products are prepared to customer specifications. For that reason, return options may be limited once production has started or where the order has been produced correctly according to the information supplied by the customer.

How to Request Assistance

For return or cancellation assistance, contact Audiolens on 011 251 0300 or email bretts@newteltron.co.za.

Once we have reviewed the matter, we will advise you on the next step, which may include collection, replacement, reprint, store follow-up, or referral to our refund process where applicable.