Return and Refund Policy

Our return and refund policy is designed to provide you with clarity and security in your purchases. Below, we detail the circumstances under which you can request a return, exchange, or refund. All returns must be made by always following the instructions of our customer service department.

1. General Terms and Refunds

• General term: You have 14 calendar days from the receipt of the product to return glasses (right of withdrawal), provided that the item has not been used and is in perfect condition.

• Prescription glasses: You will have up to 60 days to make an exclusive exchange due to incompatibility with the lenses.

• Refund method: In applicable cases, once the return is approved and the product is received at our facilities, the refund will be processed using the same payment method used for the initial purchase, within a maximum period of 14 calendar days.

2. Voluntary Returns (Due to withdrawal or because you didn't like it)

If you decide to return a product voluntarily within 14 days:

• The return shipping costs, order preparation, and customs duties (if applicable) will be borne by the customer.

• If your order had free initial shipping for exceeding a minimum amount, the actual shipping cost incurred by the company will be deducted from the refund.

• Additionally, the expenses associated with the payment platform commission and management and handling costs will be deducted from the refund.

3. Returns for Defects or Errors

• Defective product: If the item received has any manufacturing defect, you have 7 days to notify us. Once the defect is confirmed, we will cover the return and shipping management costs to resolve it as soon as possible.

• Error on our part: If you receive an incorrect item or there is an assembly error, we will cover all return costs and the exchange for the correct product.

4. Custom Products, Lenses and Contact Lenses

• Custom products and Smart Glasses: Custom-made glasses, personalized color combinations, or smart glasses (including Ray-Ban Meta and Oakley) cannot be canceled or returned once ordered from the manufacturer or delivered. Only their shipment will be accepted for warranty processing.

• Contact Lenses: They are considered a custom product and cannot be returned, unless there is an error on our part when sending them.

• Prescription Lenses: No returns of prescription lenses are accepted, only exchanges are allowed in the following cases:

  • For non-adaptation: If after trying the glasses for a minimum of 10 days you do not adapt to them (within the 60-day period).Our team will evaluate it and we will manage the change.

  • For product defects: Stains, color alterations, or inconsistencies in the material.

  • For errors in the process: Incorrect graduation, type of lens different from the one purchased, absence of requested treatments, or assembly failure.

5. Cancellation Policy

You can request the cancellation of an order by writing to our customer service email. The conditions depend on the status of your order:

• Products in stock (before shipping): The total amount will be refunded, deducting only the fee charged by the payment platform.

• Products on order (before shipping): If the item was not in immediate stock and was ordered from the supplier for you, you can cancel.If you do it within the first 30 days, a management fee and non-refundable payment gateway commissions will be applied. If more than 30 days have passed and it has not been shipped, you will receive a full refund without penalty.

• Orders already shipped: If the purchase has already left our facilities, you will need to wait to receive it and process a return assuming the costs (shipping, preparation, and customs). If you refuse the package upon delivery, the shipping costs will be deducted from the final amount to be refunded.

• Customized products: Once requested from the factory (custom glasses, prescription lenses, contact lenses), cancellation will not be possible under any circumstances.

6. Process to Request a Change or Return

To initiate any change, return, or cancellation process, it is essential that you contact our customer service via our email (info@[your-domain].com).

Please include your order number and the reasons for your request in your message. Our team will provide you with detailed information on the steps to follow.