In this section, we mention all the scenarios in which you can request returns and refunds.
You will have 30 days to return a pair of glasses. In the case of prescription glasses, you will have up to 60 days to exchange them if they are not suitable.
In eligible cases, if the return is approved, the refund will be processed using the same payment method used for the purchase, within a maximum period of 15 calendar days.
Please note that all returns must be made following the instructions of our customer service department.
RETURNS
To ensure the quality and hygiene of our products, we do not accept returns of glasses if the security seal has been removed. The seal is a crucial measure to ensure that the product has not been used or tampered with. We will not be held responsible once the seal has been removed. We appreciate your understanding and cooperation in this matter.
You will have 30 days to return the glasses.
Shipping costs, order preparation fees, and any customs duties, if applicable, will be borne by the buyer. Additionally, a 10% charge for handling and management fees will be applied. To manage the return, you must contact our customer service, and we will inform you of the steps to follow.
We will refund the amount once we receive the product back in our offices.
If the product you have received has any defects, you have 7 days to inform us. Once confirmed, we will resolve it as soon as possible.
In this case, we will pay for the return and shipping management costs. To do this, please contact our customer service and we’ll be happy to help.
In this case, we will pay the return and shipping management costs. To do this, please contact our customer service and we’ll be happy to help.
Customized glasses, once ordered from the manufacturer cannot be cancelled. And once delivered they cannot be returned, only one return will be accepted for warranty processing. This includes the "smart glasses" among them the Ray-Ban Meta.
In the case of prescription glasses, you will have up to 60 days to exchange them in the event of a mismatch.
Prescription lenses cannot be returned. However, exchanges are allowed in the following cases:
Due to maladjustment
If you’re not happy with the lenses after trying them out for at least 10 days, please get in touch and one of our optician-optometrists will have a look at it.
If your lenses need to be exchanged to make any adjustments, we will manage the return.
Product defaults
In case the lenses have any manufacturing defects. The following options can be seen as defects: stains, color changes or inconsistencies in the glass.
If any of these scenarios occur, one of our specialists will review the case and process the exchange. The related costs will be paid by us.
Due to an error during the process
The following options can be seen as an “Error”:
- The lenses do not have the prescription requested by the customer.
- They’re not the same type of lens as purchased.
- The lenses do not have the characteristics and treatments requested by the customer.
- There is some fault in the glasses' assembly.
Once confirmed by one of our specialists, we will cover the return and exchange costs for a new product.
Contact lenses are considered a customized product and cannot be returned. Unless you have not received the correct item or there is an error from our side.
EXCHANGES
To request to substitute a product, you should contact us through our email [email protected].
In that email, you need to list the reasons why you want to make the exchange.
You will have 30 days to return your glasses. In the case of prescription glasses, you will have up to 60 days to substitute them in the event of a mismatch.
Cancelling an order
The cost of any cancellation is 5% of the value of the order placed by the customer.
Canceling the purchase of a product ordered from the factory for you
If you have purchased a product that was not marked as “Product in stock”, it will be ordered from the factory. In these cases, if you wish to cancel your order, you will have a penalty of 10% as compensation for our company having to bear the expense of ordering a product from the factory that will not be shipped.
Canceling the purchase of an in-stock product
If the product has not been shipped, and we have not yet started processing your order, it will be possible to cancel your purchase and receive a full refund. If your purchase has already been shipped, you can return it after receiving it, bearing the return shipping costs and possible associated customs fees. You can also reject the package at the time of delivery, in which case the return shipping costs will be deducted from the refund amount.
If your purchase has already been shipped, you may return it upon receipt, assuming the costs associated with the preparation of your order, the return shipping costs and possible associated costs of customs duties. You may also refuse the package at the time of delivery, in which case the shipping costs will be deducted from the amount of the return.
Customized products
Once ordered from the factory, they cannot be canceled in any case.
Examples of customized products:
• Tailor-made glasses or with customized color combinations.
• Contact lenses
• Prescription glasses frames (in the case of prescription glasses frames, only exchanges are allowed, not cancellations).
You must request cancellation by sending an email to [email protected]. We will respond to inform you of the process. You will receive the corresponding money refund once the cancellation process is completed.
If you cancel an already shipped order or a return, you will have to wait for us to receive it back at our offices before receiving the refund.
