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RETURNS AND REFUNDS


GENERAL CONDITIONS FOR RETURNS


If for any reason you are not satisfied with your product, you can request its return within 15 calendar days from the date of receipt. We will accept the return request and give you specific instructions depending on your country of origin. By doing so we guarantee that you will be able to return your product without incidents or delays in shipping.

We will only accept returns of new products in perfect conditions. Returns of used, damaged or defective products will not be accepted. For health reasons, returns of contact lenses will not be accepted if the box has been opened. All accessories received in the original shipment, including cases, cloths and any other accessories, must be returned in a packaging that adequately guarantees the protection of the product during transport.

WE WILL NOT ACCEPT returns of products not previously authorized. Returns that have not been previously authorized will be rejected. Nor will any procedure be carried out with customs, post offices or courier companies if VISUAL-CLICK has not previously authorized the return.

WE WILL NOT ACCEPT returns that are freight collect or that require a payment for the product to be returned to our facilities. To avoid these issues, you must ask us for the authorization of the return. VISUAL-CLICK will authorize the return and we will explain the correct way to proceed.


RETURN COSTS

The return costs or any other cost that may arise (customs, taxes, fees, extraordinary costs, etc.) are entirely borne by the customer. In certain cases, VISUAL-CLICK can offer you to process the return using one of our trusted transport companies for a reduced cost that will be deducted at the time of issuing the refund. If the return finally generates any type of cost for VISUAL-CLICK, this cost will be deducted from the amount to be reimbursed.


HOW TO RETURN A PRODUCT


1.- REQUEST THE AUTHORIZATION TO RETURN THE PRODUCT

Before proceeding with the return of a product, you must request the authorization through your customer area or through the contact form on our website. VISUAL-CLICK will authorize the return, will contact you by email and will send you instructions to proceed correctly.


2.- PREPARE THE PRODUCT

Place the product you received along with all its accessories in a suitable packaging that avoids damage during transport. Include the delivery note that you received with your order, or at least a note with the reference of your order, so that we can correctly identify the return. This will help your refund go through without delay.

If we have stated that you must send us the shipment by your own means, you can use the company or service that you consider the most economically advantageous. IT IS IMPORTANT that you follow the instructions received in order to avoid problems during the return.

In order to facilitate returns and customs procedures, VISUAL-CLICK can offer you a shipping label for the return. If you have received this label from VISUAL-CLICK, you must print it and attach it to your package. If the label is from DHL, you can take the shipment to the nearest DHL Service Point and deliver your package there in the time slot that suits you best. You can locate the DHL Service Point closest to your address at the following link: https://locator.dhl.com


3.- RECEIVE YOUR REFUND

Once the product has been received at our facilities, we will verify that it is in perfect condition and proceed to refund the amount of your order. We will refund your order in full, even if it contains prescription lenses. The refund will be issued through the same means of payment with which the order was placed, except for cash on delivery. In this case, we will ask the customer for an account number to transfer the amount.

If any extra cost has been generated for VISUAL-CLICK, this amount will be deducted from the total amount to be reimbursed. If the customer claims the amounts withheld as expenses originated by the return and finally VISUAL-CLICK should pay these amounts, we reserve the right to reject future orders or reject certain means of payment.

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