Refund policy

The following conditions regarding the exchange or return of our products and services do not apply in the case of exercising the right of withdrawal. If for any reason you are not satisfied with your order, you have a period of 30 calendar days from the date of delivery to exchange or return the item.

In order for us to approve a return, the products must be in perfect condition, with the exterior and interior labels and original packaging.

If the return or exchange is due to a shipping or product error on our part, we will collect the package at the address indicated by you, and we will bear all the return costs, including the shipping cost for the correct order in the case of an exchange.

The Customer may choose between the following return options:

Free Returns in Store

The easiest way to return an item purchased online is in our store. The product must be in perfect condition, with the original packaging, and be returned together with the delivery note.

  • Find our store
    You can find us at: Martí Pujol, 211, Badalona.
  • Mark the items
    Don't forget to mark the items you wish to return on the delivery note. If you can't find the document, go to "My Orders" in the "My Account" section, select your order and print the delivery note.
  • Deliver your item to our store
    Once in store, deliver the product you wish to return along with the corresponding invoice. We recommend that you keep hold of the receipt given to you when you make your return until the refund is visible in your account.
  • Refund
    The returned items will be sent to our offices and we'll proceed to refund the amount paid back to the same payment method used for the initial purchase. After verifying that the items are in perfect condition, you will receive a confirmation email telling you that the amount will be credited to your account within a maximum period of 14 days. Please note: Refund times may vary depending on your banking entity.

Collection from Home (available only for the Spanish territory))

You can request a return through our website. After verifying all the data, a shipping agent will collect the product from the address indicated by you, which must be located in the same country as which you placed your order. Please note: For returns from home, the shipping cost will be deducted from your refund amount.

These are the steps to request a collection from home:

  • Request collection online:
    Go to 'My Orders' in the 'My Account' section. Select the order you wish to return and complete the collection from home request form. Once we have processed your collection, you will receive a confirmation email with the details of your return. This service is only available for purchases made online. You can also request a collection from home by writing to [email protected].
  • Prepare your return:
    Package the items you wish to return in their original packaging, or packaging of the same size and capacity. The products must be in perfect condition and with their corresponding invoice. If you can't find your invoice, you can download and print it from the “My Account” section. Do not forget to attach the returns label that came with your order.
  • Deliver your return to the shipping agent:
    The transport company will contact you to arrange collection. Make sure the package is properly packed and sealed and deliver it to the shipping agent.
  • Refund:
    Once we receive your package, we'll proceed to refund the amount paid back to the same payment method used for the initial purchase within 14 working days. Please note: The return shipping cost will be deducted from your refund amount. The return shipping cost is €4.95.

This service is not available in the Canary Islands, Ceuta and Melilla.

Return by Post

If you prefer, you can return your order yourself, either by mail or by courier:

  • Fill in the delivery note
    Don't forget to mark the items you wish to return on the delivery note. If you can't find your invoice, you can download and print it from the “My Account” section.
  • Prepare your return
    Package the items you wish to return in their original packaging, or packaging of the same size and capacity. The products must be in perfect condition and with their corresponding invoice. Attach the returns label that came with your order.

    If you didn't keep the returns label, or didn't receive one, this is the information you need to write on the packaging: Indicate the sender and delivery address in a visible area of the packaging and send it to the following address:

    SmartOptics
    smartoptics.es | online returns
    Avda Martí Pujol, 211
    08912 Badalona - BARCELONA
    Tel. +34 93 116 46 74
  • Ship your return
    You can ship your return by whichever method you prefer, but we recommend you send it via certified or registered mail, with return receipt requested. We cannot be held responsible in the event of loss or damage to the package.
  • Refund:
    Once we receive your package, we'll proceed to refund the amount paid back to the same payment method used for the initial purchase within 14 working days. Please note: Return shipping costs are borne by the Customer.

Exchanges

You have 30 days from the date of purchase to make an exchange.

Exchange in Store

You can exchange the items in your online order for any other item of equal or greater value.

If you wish to exchange something for an item of lower value, a voucher will be issued for the difference in price. You can use this voucher in store, but it is not valid online. Vouchers are valid for one year.

Please note: Once you exchange something for another item in store, you can no longer return it online, and the terms and conditions of purchase will be the exchanges and returns policy in force in our stores.

Exchange from Home

If you wish to make an exchange from home, you'll need to first return the item you wish to exchange, and then make a new purchase online. Please note: If you request home collection for your return, the return shipping cost of €4.95 will be deducted from your refund amount.

Prescription glasses, glasses with personalised lenses, and sealed products

Returns will not be accepted for sealed products which are not suitable to be returned for health, safety, and hygiene protection reasons, and that have been unsealed after delivery (e.g. contact lenses or liquids).

Likewise, returns will not be accepted for the following:

  • Personalised or adapted products: if the colour of the lenses has been changed or a treatment has been applied, and therefore the glasses vary from the original purchase option administered by the supplier.
  • Provision of services such as prescription lenses for sunglasses or progressive lenses.

Notwithstanding, in the event of any error on our part in the prescription or personalisation of a product, the refund will be accepted at our expense.

Countries outside the European Community

For territories with customs and import taxes and/or countries outside the European Community, unfortunately we do not offer the option to "return from home"; in these cases, returns must be sent by mail and all costs are borne by the Customer. With regard to customs and import taxes, the Customer should check the process with local authorities. If these costs apply, they will be borne by the CUSTOMER. Please note: SmartOptics operates from within the European Union. If the CUSTOMER refuses to pay the customs fees, SmartOptics will not refund the order amount nor will it take charge of the package. It is very important to provide an accurate address and contact telephone number. We do not deliver to P.O. boxes. On some occasions, the United States Customs Service may ask their citizens to provide their social security number in order to release the imported merchandise.