Your cart
There are no more items in your cart
Cancellation and Returns Policy
Cancellations
You may exercise your right of withdrawal for cancellation within 15 calendar days from the date of payment of the purchase, without the need for justification. The decision to withdraw must be notified by e-mail to [email protected] or by means of the following Withdrawal Form.
In the case of cancellations of prescription lenses and toric and multifocal contact lenses, according to the General Law for the Defence of Consumers, they are exempt from the right of withdrawal because they are personalised products. In the case of cancellations of glasses with prescription lenses, only the glasses will be refunded. We will reimburse you for prescription lenses and toric and multifocal contact lenses if the product is faulty or incorrect.
Once we receive and verify the status of the cancellation, we will proceed to refund the amount of the value of the cancelled goods. The refund will be made in the same way in which the payment for the product was made.
Please note that the refund process may take up to 14 days after the cancellation of the product.
Special Christmas Conditions
To facilitate your Christmas purchases, we extend our return period until January 15th for orders from November 15th to December 31st, 2023. Orders from January 1st, 2024 will have 15 calendar days from the delivery of the good.
Returns
If for any reason you are not satisfied with the purchased item, you have 15 calendar days from the date of reception to return it.
We will accept your return once you notify us through your order history. If you have doubts, you can also contact us via the e-mail [email protected]. No exchanges or returns are allowed if the article is scratched and / or lenses or frames are used.Due to health protection and hygiene reasons, we do not accept the return of cosmetic products (make-up).
All returns of those products that have not been used and are free of defects or deterioration will be accepted, and all accessories must accompany their return, as well as the brand case that protects the purchased glasses, necessary for it to be re-sold.
For returns of glasses with prescription lenses, the amount refunded will correspond only for the frames. In the case of prescription lenses, we will not make a refund as they are exempt from the right of withdrawal as it is a personalized product. We will refund the prescription lenses if it is a defective or wrong product.
Once we receive and verify the status of the return, we will proceed to refund the amount of the value of the returned goods (transport costs or cash on delivery surcharges or possible customs expenses will not be reimbursed, since the services have been provided) . The payment of the amount will be reimbursed in the same method that the payment of the product was made. In returns of payments against reimbursement, it will be reimbursed by means of a transfer to the bank account that you indicate us.
Keep in mind that this process could take up to 15 working days from the date we receive your return.
It is important that you send us the products properly packaged (transport costs are the responsibility of the buyer).
If you would like to change the purchased product, you must place a new order with the new products you desire to adquiere and send us the products subject to change to the address Calle Madrid, 49 Guardamar del Segura 03140 Alicante, Spain. Before starting this process, please contact us at [email protected].
If by mistake we send you a different product other than the one requested, we will withdraw it and send the correct one and we will asume the costs involved. It is important that you notify us within a maximum period of 48 hours since the reception of the package.
In non-EU countries and in the Canary Islands, Ceuta and Melilla, customs may be incurred when the package is returned. These expenses are borne by the customer. Returns to postage due will not be accepted unless previously authorized by e-mail and then deducted from the amount to be returned. If we receive a package with some type of unauthorized expense, it will be returned to origin.
Returned orders must be sent to:
Óptica Óptima
Calle Madrid, 49
Guardamar del Segura 03140
Alicante, Spain