If for any reason you are not satisfied with the products purchased from Replacement Lenses, you have 14 calendar days from the date of receipt to return or exchange them. After this period, no changes or returns will be accepted. Please note that the 14 days count from the receipt of the order until the day you deposit it at the transport agency for return.
We will accept your return once you notify us through the Help Form.
No exchanges or returns are accepted for scratched products or scratched/worn frames.
All returns of unused products that are free from defects or damage will be accepted. The return must include all accessories, as well as the brand’s protective case for the purchased glasses (if applicable) or spare bags necessary for their subsequent sale.
It is important that you send us the products properly packaged (shipping costs are the responsibility and at the expense of the buyer).
For returns of glasses with prescription lenses, a refund will only be issued for the frame. In the case of prescription lenses, according to the General Law for the Defense of Consumers, they are exempt from the right of withdrawal as they are considered a customized product.
Once we receive and verify the status of the return, we will proceed with the refund of the amount corresponding to the returned goods (shipping costs, cash-on-delivery charges, and possible customs fees will not be refunded, as services have been provided). The refund will be processed in the same manner as the payment for the product.
Please note that this process may take up to approximately 14 days from the receipt of the product.
If what you need is an exchange, you must inform us through the Help Form, and my colleagues will guide you through the steps.
In non-EU countries and in the Canary Islands, Ceuta, and Melilla, there may be customs charges at the time of package return. These expenses are the responsibility of the customer. Returns with unpaid postage will not be accepted unless previously authorized via email, with the cost to be deducted from the refund amount. If we receive a package with any unauthorized charges, it will be returned to the sender as it will not be accepted upon reception.
If you receive a product in poor condition, please check the package’s condition upon receipt. If you notice any anomalies in the packaging, please note it on the delivery note so that we can file a claim with the shipping agency. In case it’s not immediately noticeable, you have 3 business days to report the issue through our Help Form, attaching photos and a detailed description of the observed damage. For more information, you can refer to the terms and conditions.Help Form to Request Exchange or Return