terms-of-use

Buyer Rights, Legal Warranty and Returns Policy

1. Order Cancellation Before Shipment

You can cancel your order at any time free of charge, as long as it has not yet been handed over to the shipping carrier. To do so, contact us as soon as possible by phone or WhatsApp.

If the order is already in transit, cancellation is not possible, but you may exercise your right of withdrawal once received (covering the direct return shipping costs).

Exception: orders for personalized or custom-made products (prescription frames, lenses cut to your prescription) cannot be cancelled free of charge once production has started.

2. Right of Withdrawal (14 calendar days)

You have 14 calendar days from receipt of the product to withdraw from the purchase, without needing to justify a reason.

  • You must notify us of your decision within this period, by email or any other unambiguous means.
  • You must return the product without undue delay, and in any case within a maximum of 14 calendar days from the date you informed us of your decision.
  • Direct return shipping costs are your responsibility.

Refund

We will refund the full amount paid, including the standard initial shipping cost, within a maximum of 14 calendar days from receiving your withdrawal notice, using the same payment method used for the purchase. If you chose a shipping option more expensive than our standard option, we are only required to refund the cost of the standard option. We may withhold the refund until we receive the product, or proof that it has been shipped back.

Product Condition

You have the right to test and inspect the product to check its nature and characteristics, just as you would in a physical store. If use goes beyond that (for example, clear signs of prolonged use, missing original accessories), we will apply a corresponding reduction to the refund, proportional to that loss of value.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

  • Products made to your specifications or clearly personalized: prescription lenses manufactured and edged to your prescription, custom-configured frames, or any product expressly adapted to your prescription.
  • Sealed products that are unsuitable for return for health or hygiene reasons once unsealed after delivery (eye drops, lens care solutions, and similar items).

3. Legal Warranty of Conformity

All products come with a 3-year legal warranty from the date of delivery, in accordance with applicable Spanish and EU consumer protection law.

  • During the first 2 years, any defect that appears is presumed to be a manufacturing defect, unless proven otherwise.
  • In the third year, the burden shifts, and it must be shown that the defect already existed at the time of delivery — this simply follows the general rule for any extended warranty, and we apply it with common sense, always looking for the most practical solution for you.
  • Repair, replacement, or, where applicable, a price reduction, are always free of charge to you when the defect is of manufacturing origin.

What Is and Isn't Covered

Covered: manufacturing defects that appear under normal conditions of use.

Not covered: damage from impacts, drops, exposure to unsuitable conditions, unauthorized alteration by third parties, or normal wear from regular use (for example, surface marks after prolonged use).

As the seller, we are directly responsible to you for the legal warranty. To assess the origin of a defect in technical products (lenses, coatings, high-end frames), we rely on the technical assessment of the manufacturers and laboratories we work with (Oakley, Shamir, Varilux Essilor, Bollé, Prats), which we use as an objective basis to resolve your warranty claim as fairly as possible.

4. Warranty or Return Procedure

  1. Contact us with your order or invoice number, a description of the issue, and photos (or video) of the product.
  2. We verify that the product matches the one purchased from our store.
  3. If needed, we will arrange collection or indicate the specific shipping method to use to send it for technical assessment to the manufacturer/laboratory. Shipping costs for this, and the return trip, are covered by us, using the most economical shipping method reasonably available — especially for international orders. Please use the method we indicate; we cannot reimburse costs for a courier or express service chosen independently by you.
  4. We share the result with you and, if a manufacturing defect is confirmed, proceed with free repair or replacement.
  5. If the damage is not covered, we explain this clearly and offer repair or replacement options on preferential terms.

If you change a product by your own decision (not under warranty), shipping and return costs are your responsibility.

5. Wrong Item Delivered

If we deliver a product different from the one you ordered, we will correct this at no additional cost to you, as long as the incorrect product is returned in perfect condition.

6. Governing Law and Jurisdiction

This policy is governed by Spanish law. This does not affect any mandatory consumer protection rights you may have under the law of your country of residence, where applicable.

If you are an EU consumer and wish to pursue an alternative dispute resolution route, you can contact your national European Consumer Centre (ECC-Net) or an ADR entity recognized in your country.

7. Contact

GRUPO ÓPTICO MAYVISION, S.L. — Centro Óptico Alpedrete
Tax ID ESB82906439
Plaza Vicente Guillén Zamorano, 1
28430 Alpedrete (Madrid)
Spain
Phone/WhatsApp: +34 918 570 324 / +34 628 307 395
Email: info@centroopticoalpedrete.com