Refund policy

RETURNS

Did something go wrong with your purchase? Is the size incorrect or did it not meet your expectations?

Don't worry, it can happen and that's why you can return it within 30 days from the delivery date by filling in the request from your personal account page. Before proceeding with the return of the goods, however, we ask you to check carefully that the following conditions are met. Otherwise, we will not be able to accept your return.

Please note that you will be responsible for the shipping costs.

The returned item:

• must have never been worn, must not be damaged or dirty;

• must be returned in its original case and packaging, including the bubble wrap with the sticker;

• can only be returned after receiving the return identification number - RFI 

• must be shipped no later than 10 days from the date of acceptance of the return.

If you choose not to take advantage of our prepaid label and prefer to send us the return via a courier of your choice or by mail, please notify us by email indicating the date, courier and, if possible, the waybill number. In this case, the shipment will be your full responsibility until confirmation of receipt by our warehouse.

Otticanet is therefore not liable for damage, theft or loss of goods returned by shipments not insured by us.

Should you instead choose to return the item by taking advantage of one of our prepaid labels, the cost of the label will be deducted from your refund.

If multiple items are returned, the cost of the return label will be increased in relation to the quantity of products returned.

All returned products will be thoroughly inspected and if the condition of the eyeglass is found to be different from the original condition, your return will not be accepted. If the return does not meet the conditions listed above, you may have the item back, at your expense, in the condition in which we received it from you, but only within 30 days of notification of receipt. If you do not request the return of the item within this period, we may dispose of the item at our discretion.

If, on the contrary, all of the above conditions are met, we will refund you the full amount of the product. No restocking fee will be charged if the return is done correctly.

In case of return for credit, ophthalmic lenses are not refundable. In case of a frame color change request, the lenses will be fitted to the new eyeglass if it is the same caliber.

REFUNDS

Refunds will be issued within 6 days from the day we received the goods and the amount will be credited back using the same payment method selected at the time of purchase.

In case of payment on delivery, the refund will be made by bank transfer to the bank account of the Customer.

In the case of return for refund, the timeframe the money will be credited back to your account will depend on the rules and procedures provided by your bank and credit card company.

In case you are unable to complete the request from your personal account page, you can send us an email with the following information:

• your explicit wish to withdraw in whole or in part from the purchase contract;

• the description and codes of the products with respect to which you are exercising your right of withdrawal, if there are more than one item within an order.

In conclusion:

• The return procedure can be activated after requesting the return from your personal account page.

• If the return does not meet the conditions listed above, we will not process the refund.

• The completion of the return request form counts as acknowledgement and acceptance of the return conditions.

• Ophthalmic lenses are not refundable, but might be adapted to the same frame of different color.

• Refunds will be made within 6 days from receipt of the goods to the method of payment selected during the purchase.

• The cost of the return label will be deducted from the product refund.

Do you have questions about returns? Visit our FAQ!