Returns and Exchanges Policy
The person placing an order at CristalesGafas.com, accepts that he/she has entered into a contract under Spanish law and will immediately receive an e-mail confirmation of the order placed. If you do not immediately receive a confirmation email with details of the order you have placed please contact us as soon as possible, because even if you have completed the payment of the order, we also have no record of the order if you have not received the order confirmation email.
Once the purchase is made, it cannot be cancelled.
Exchange Process (NO RETURNS ACCEPTED):
Return of prescription glasses or change of lenses: in case of return of glasses with prescription lenses or change of lenses, we will credit the frame (if applicable), never the prescription lenses, as they are beveled lenses for a specific frame, according to the Article 103 of the General Law for the defence of consumers and users..
Although we do not accept returns on lenses, we maintain a full satisfaction guarantee on all lenses. If within the first 15 days of receiving the glasses, they do not work for you according to the prescription you provided. You will be responsible for shipping costs and we will re-fabricate the lenses correctly for you, free of charge. We require a valid RX from your eye care provider. We can only do this process once.
1. Contact us at hola@cristalesgafas.com before requesting an exchange of any product, so that we can advise you on how to carry out the exchange process. Always within 7 days of receipt.
2. Once the exchange has been authorised, you can send the product back to us, but it must be properly protected so that it is not damaged during shipment.
3. Once the goods have been received in our warehouses, and after checking the state of reception of the same, we will proceed to exchange the product charging shipping costs (6 Euros always), collection costs (6 Euros always); and reshipping costs (6 € always). If you wish us to collect your product, you will have to pay 6€ (NO FREE COLLECTIONS).
EXCHANGE REQUEST>>EXCHANGE AUTHORISATION>>PAYMENT OF 6€ RESHIPPING FEE + 6€ SHIPPING COSTS>>SENDING OF THE EXCHANGE
ATTENTION: All exchanges must be made carriage paid by the customer, in no case will be accepted changes to freight collect; if it happens, THE EXCHANGE WILL NOT BE ACCEPTED. All costs incurred by not having contacted CristalesGafas.com before the return, for not having waited to receive the return authorization number or for not having used the documents provided, will be deducted from the debt of CristalesGafas.com to the customer. CristalesGafas will not pay any costs incurred by the customer due to these reasons described here.
ATTENTION: Returns and exchanges of LENSES or GLASSES (except progressive lenses) are not allowed, the lenses are products made exclusively for you to measure. If the error was ours (excluding aesthetic problems of the lenses by incorrect choice of index or reduction), the company will assume the costs of collection and shipping.
WARNING: We are not responsible for defects or any deformation or breakage that may occur in the frame you send us. As any responsible optical centre we treat the product you send us with the utmost care, but if it suffers any damage or breakage we are not responsible for the product, nor are we responsible for its cost or replacement. You accept this information in our terms and conditions. This clause is non-negotiable.
If you think that the product is not correct and the defect is not appreciable, you can request laboratory testing. If the laboratory finds the product to be correct, you will have to bear the costs described above. Otherwise, we will bear the costs.
