AvramisOptics, hereinafter referred to as “the company”, wishes to ensure a safe, transparent and reliable shopping experience for its customers. For this reason, the terms for returns, exchanges and cancellations of orders for products purchased through its online store are described below.
This policy applies without prejudice to the rights granted to consumers by the applicable legislation, in particular regarding withdrawal from a distance contract and defective products.
1. Right of withdrawal within 14 days
The consumer has the right to withdraw, without giving any reason, from the purchase of a product made through the online store, within a period of fourteen (14) calendar days from the day of receipt of the product. In order to exercise the right of withdrawal, the customer must inform the company by a clear statement via email, before the expiry of the above deadline.
Returned products must be accompanied by the purchase document and must be in the condition in which they were delivered, without damage or signs of use, complete and with all their accessories. The customer is liable for any reduction in the value of the product, if such reduction results from handling that exceeds what is necessary to establish the nature, characteristics and functioning of the product.
2. Return procedure
For the return of a product, and in order to ensure proper receipt and identification, the customer must contact the company in advance, stating: order number, full name, product they wish to return, reason for return, where applicable, and contact details.
The shipment of the returned product is carried out at the customer’s responsibility until its delivery to the company. The use of a secure shipping method and suitable packaging is recommended, so that the product is protected during transport.
3. Return costs and refund
In the event of withdrawal or exchange due to the customer’s choice, the return costs shall be borne by the customer, unless the return is due to a defect or an error on the part of the company, in which case the company shall bear the reasonable return cost.
After receipt and inspection of the returned product, and provided that the return conditions are met, the company shall refund to the customer the amount paid for the returned product. The refund shall be made using the same payment method used for the original transaction, unless expressly agreed otherwise with the customer.
The company, in accordance with the applicable legislation, may suspend the refund until it has received the product. If the customer so wishes, the amount may be used for a new purchase or product exchange. This option is optional and does not limit the right to a refund where such right is provided.
For international customers, it is expressly clarified that in the event of returns or exchanges, the customer shall bear all related costs, including, indicatively, shipping costs, return transport fees, customs duties, taxes and any other charges arising from cross-border transport and customs clearance procedures.
4. Return terms by product category
Sunglasses
Sunglasses may be returned within fourteen (14) calendar days from their receipt, provided that they have not been used beyond simple trial and do not bear damage, scratches, alterations or signs of use. They must be returned with the case, cleaning cloth, certificates, labels and their original packaging.
Returns are not accepted for sunglasses that have suffered damage, misuse, intervention, adjustment or alteration after their receipt by the customer.
If the sunglasses have been specially manufactured or modified upon the customer’s order, there is no right of withdrawal, in accordance with the statutory exceptions for products made to the consumer’s specifications or clearly personalized.
Prescription glasses
Optical frames without personalized lenses
Optical frames purchased without lenses or without special personalized processing may be returned within fourteen (14) calendar days from their receipt, provided that they are in excellent condition, without damage or signs of use, and are returned complete with all accessories and their original packaging.
Prescription glasses with personalized lenses
Prescription glasses that are specially made for the customer, based on prescription, prescription powers, pupillary distance, centers, type of lenses, coatings, tints, filters or other personalized options, are considered products made according to the customer’s specifications or clearly personalized, and no right of withdrawal without giving any reason applies, unless the product is defective or does not correspond to the order placed.
Returns are not accepted for optical frames and prescription glasses that have suffered damage, misuse, intervention, adjustment or alteration after their receipt by the customer.
Contact lenses – contact lens solutions
Contact lenses and contact lens solutions may be returned within fourteen (14) calendar days from their receipt only if their packaging remains closed, intact and sealed, the packaging has not been opened, unsealed, altered or destroyed, the expiry date has not passed, and the product is returned in the condition in which it was delivered.
Contact lenses that are manufactured or ordered specially for the customer, based on personalized characteristics or special specifications, or are not kept as available stock and are specially ordered, are not subject to the right of withdrawal without giving any reason, unless they are defective or do not correspond to the order.
For reasons of health protection and hygiene, returns of contact lenses or contact lens solutions are not accepted where their packaging has been unsealed, opened, altered or used.
5. Defective products – incorrect shipment
If the customer receives a product that is defective, damaged or different from the one ordered, they must contact the company, in accordance with the above.
If a defect or incorrect shipment is established, the company may, depending on the case and in accordance with the applicable legislation, proceed with replacement, repair, shipment of the correct product, price reduction or refund.
Products that have suffered damage due to misuse, accident, intervention by a third party, failure to follow instructions for use, or normal wear and tear from use, are not considered defective.
6. Product exchanges
Product exchange is possible, following communication with the company, provided that the product meets the return conditions and the replacement product is available. In the event of an exchange due to the customer’s choice, any return and new shipment costs shall be borne by the customer.
7. Order cancellation
The customer may request cancellation of their order before its shipment, by contacting the company immediately. If the order has not been shipped, the company shall proceed with cancellation and refund of the amount paid, using the same payment method used for the purchase, unless otherwise agreed. If the order has already been shipped, the customer may exercise the right of withdrawal, provided that the product is subject to such right and the relevant return conditions are met.
For products that have already entered the process of special manufacture or personalization, such as prescription glasses with personalized lenses, specially manufactured or modified lenses, personalized contact lenses or other special-order products, cancellation may not be possible after the commencement of execution of the order.
8. Contact method
For any request regarding return, exchange, cancellation or product inspection, the customer may contact the company:
Email: [email protected]