Returns and Refunds

You will have 14 days to return a pair of glasses.

Shipping costs, return costs, order preparation costs, and customs duties, if any, will be borne by the buyer.To carry out the management, 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 at our offices.

If the product you received has any defect, you have 7 days to inform us. Once confirmed, we will resolve it as soon as possible.

In these cases, we cover the return shipping costs and the management of the shipment. You must contact our customer service, and we will inform you of the process to follow.

In these cases, we cover the return shipping costs and the management of the shipment.You must contact our customer service, and we will inform you of the process to follow.

Customized glasses, once ordered from the manufacturer, cannot be canceled. And once delivered, they cannot be returned; only a return will be accepted for warranty processing. This includes "smart glasses," among them Ray-Ban and Oakley Meta.

In the case of prescription glasses, you will have up to 60 days to exchange them in case of discomfort.

Returns are not accepted for prescription lenses; only exchanges are allowed in the following cases:

For incompatibility

If after trying the glasses for at least 10 days you are not comfortable with the lenses. You must contact us, and one of our optometrist specialists will review the case. If it is determined that a change of your lenses is necessary to make any adjustments, we will handle the return.

For product defects

If the lenses have any manufacturing defects. A defect is understood as: stains, color changes, or any inconsistency in the lens material. If any of these situations occur, one of our specialists will evaluate it.

OpticalH Errors

If we have made a mistake in the prescription, in the characteristics of the lenses, or in the process of mounting the lenses in the glasses. In these cases, we will cover the cost of the lenses and shipping.

Contact lenses are considered a personalized product and, therefore, cannot be returned. Unless you have not received the correct item or there is an error on our part.

To request a product exchange, you must contact us via our email info@opticalh.com.

In that email, you must inform about the reasons why you wish to make the change.

You have 14 business days from the time you receive the product to initiate the request.

Cancellation of orders for special order products (before shipping)

If you have purchased a product not marked as "In stock, immediate shipping," it is understood to be a special order item from the supplier or made specifically for you.

You can cancel the order at any time before shipping. If you decide to cancel within the first 30 days from the purchase, a retention fee will apply for management expenses and non-refundable costs incurred by our company (such as payment gateway fees and order management to the supplier).

If more than 30 days have passed since the purchase date and the order has not yet been shipped, you can cancel it and receive a full refund without any penalty.

Returns after delivery

If the product has already been delivered, the return process is simpler. You can send the product back and you will receive a full refund, excluding the return shipping costs.

Products in stock

If you purchased a product in stock and it has not yet been processed for shipping, you can request a cancellation and you will be refunded the full amount, minus the the applicable cancellation fee.

If it has already been shipped, the customer assumes the return cost. If the package was not picked up, you can refuse it to avoid the cost of reshipping.

Custom Products

Custom products, once ordered from the manufacturer, cannot be canceled.

The refund will be processed to the original payment method within a maximum of 14 calendar days.