Returns & Refunds

Our return and refund policy sets out the circumstances in which you can request a return, exchange or refund. Follow the instructions of our customer service team.

1. General terms and refunds

• Returns: You have 14 calendar days from delivery to return glasses, provided they have not been used and are in perfect condition.
• Prescription glasses: You have up to 60 days to request an exchange due to difficulty adapting to the lenses.
• Refunds: Once the return is approved and the product received at our premises, the refund is made to the original payment method within a maximum of 14 calendar days.

2. Voluntary returns

If you return a product voluntarily within 14 days, the customer bears return shipping, order preparation and any customs duties. If the initial shipment was free, the actual shipping cost paid by the company is deducted. Payment platform fees and management and handling costs are also deducted.

3. Defects and errors

Report defects or transport damage as soon as possible, preferably within the first 48 hours, to help document the issue. This recommended period does not limit your legal rights. Once confirmed, we cover return and shipping management costs. If we send an incorrect product or make an assembly error, we cover the return and replacement costs.

4. Customized products, lenses and contact lenses

Made-to-measure glasses, customized colour combinations and smart glasses (including Ray-Ban Meta and Oakley) cannot be cancelled or returned once ordered from the manufacturer or delivered. They may be sent in for warranty processing.

Contact lenses are considered a customized product and cannot be returned, except for an error on our part. Warranty rights for defective products remain applicable.

Prescription lenses cannot be refunded; exchanges are available for difficulty adapting after trying the glasses for at least 10 days, within 60 days of receipt, following assessment by our optometrists; manufacturing defects (stains, colour changes or material inconsistencies); and errors in prescription, lens type, requested treatments or assembly. We cover lens and shipping costs when the error is ours.

5. Cancellations

• In-stock products, before shipment: The amount is refunded minus the payment platform fee.
• Products ordered from the supplier, before shipment: Cancellation within the first 30 days incurs a deduction for management costs and non-refundable payment gateway fees. If more than 30 days have elapsed and the order has not shipped, you receive a full refund without penalty.
• Shipped orders: Wait for delivery and request a return, bearing shipping, preparation and customs costs. If you refuse the parcel, shipping costs are deducted from the refund.
• Customized products: Made-to-measure glasses, prescription lenses and contact lenses cannot be cancelled once ordered from the factory.

6. Gift cards

Gift cards purchased from Gafas Canarias are non-refundable and cannot be exchanged for cash, except where applicable law expressly requires it. They have no expiry date and the balance can be used over one or more purchases. Gafas Canarias does not replace lost or stolen gift cards.

7. Requesting an exchange or return

Email info@gafascanarias.com with your order number and the reason for your request. Our team will explain the steps to follow.

8. Restocking fee for multiple-item orders

If your order includes two or more items and at least one of those products has been expressly ordered from our suppliers after the order was confirmed, a voluntary return or cancellation incurs a restocking fee of 15% of the total order value. This covers reverse logistics, inspection, relabelling and reconditioning costs incurred by taking those products out of the usual sales cycle.

The fee does not apply to manufacturing defects, transport damage, shipping or assembly errors on our part, or exchanges for difficulty adapting to prescription lenses within the warranty period. Single-item orders and orders consisting only of immediately available stock retain the usual return conditions. Email info@gafascanarias.com before placing an order if you need clarification.

9. Frame exchanges and warranty

Request a frame exchange within 14 calendar days of delivery. Pay the difference for a more expensive model; for a cheaper model the difference is refunded to the original payment method. For prescription glasses only the frame can be refunded; prescription lenses are subject to the exchange terms above.

New goods have a three-year legal warranty against lack of conformity. Products with digital elements have at least the specific applicable legal warranty period. You can start the warranty process directly with Gafas Canarias at info@gafascanarias.com. Damage from misuse or external causes is not covered.