How to Make a Warranty Claim

Deadlines

If the item has any defect, you must inform us within the first 48 hours.

For manufacturing defects, you have a 3-year warranty.

Steps

To make a return, contact customer service by sending an email to [email protected] explaining the reason for the request. You will receive a response within 24-48 business hours.

Return Methods

Request a return label by sending an email to [email protected]. We will generate a shipping label, provided the warranty has been previously accepted by our team of specialists.

You can return your order to our physical store, presenting all the original material sent. Generally, this will save you the shipping costs, but if it incurs extra expenses for our company for any reason, it will be at our customers' expense.

Costs

Shipping costs and possible customs fees will be borne by the customer, with the former being free of charge as long as a defective pair of glasses has been received by our customer. Please note that customized products, such as smart glasses, are considered personalized products and once the packaging or warranty seal is broken, the warranty must be dealt with directly with the manufacturer or brand of the product.

Warranty management performed in our stores is free of charge, provided it does not cause unexpected extra expenses for our company.

Management

All warranties are managed, processed, and thoroughly reviewed by our team after receiving the order. Once received and the condition of the product verified, we will process a new order with the supplier to replace the item under warranty.

We will make a new shipment to the customer. Transportation costs or possible customs fees will not be refunded, as the services have been provided.

We reserve the right to reject warranties communicated outside the deadline or products that do not present conditions consistent with manufacturing defects.

Customs - Countries Outside the European Union

Please note that some countries may apply import taxes and customs fees. Consult with local authorities. If the shipment incurs these costs, they will be at the customer's expense.

We operate from the Canary Islands, which is considered an outermost region. If you choose not to assume the customs fees, we will not be able to refund the order amount or take charge of the package.

It is crucial to provide a correct address and a contact telephone number. PO Boxes are not accepted. In certain cases, customs authorities may request additional information to release the imported goods.