Refund Policy

Our returns and refunds policy is designed to give you clarity and confidence when shopping. Below, we explain when you can request a return, exchange or refund. All returns must follow the instructions provided by our customer service team.

1. General time limits and refunds

General time limit: You have 14 calendar days from receipt of the product to return glasses (right of withdrawal), provided the item has not been used and is in perfect condition.
Prescription glasses: You have up to 60 days to request an exchange solely because you cannot adapt to the lenses.
Refund method: Where a refund is applicable, once the return has been approved and the product received at our premises, the refund will be issued using the same payment method as the original purchase, within a maximum of 14 calendar days.

2. Voluntary returns (withdrawal or a change of mind)

If you choose to return a product voluntarily within the 14-day period:

Return shipping costs, order preparation costs and customs taxes, if any, will be paid by the customer.
If your order qualified for free initial shipping by exceeding a minimum spend, the actual shipping cost paid by the company will be deducted from the refund.
Payment platform fees and administration and handling costs will also be deducted from the refund.

3. Returns due to defects or errors

Defective products: If the product has a defect or arrives damaged, let us know as soon as possible, preferably within the first 48 hours, so that we can document it. This recommended time limit does not restrict your legal rights. Once confirmed, we will cover return and shipping administration costs to resolve the issue.
An error on our part: If you receive an incorrect item or there is an assembly error, we will cover all return costs and the exchange for the correct product.

4. Customised products, lenses and contact lenses

Customised products and smart glasses: Made-to-measure glasses, customised 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 only be sent back for warranty processing.
Contact lenses: These are considered a customised product and cannot be returned, except where we have made an error when sending them.
Prescription lenses: Returns of prescription lenses are not accepted. Only exchanges are permitted in the following circumstances:
- Failure to adapt: If you cannot adapt after trying the glasses for at least 10 days, within the 60-day period. Our team will assess the situation and arrange the exchange.
- Product defects: Marks, colour changes or inconsistencies in the material.
- Processing errors: An incorrect prescription, a different lens type from the one purchased, missing treatments that were requested, or an assembly error.

5. Cancellation policy

You can request cancellation of an order by emailing our customer service team. The conditions depend on the status of your order:

Products in stock (before dispatch): The full amount will be refunded, deducting only the fee charged by the payment platform.
Products ordered from a supplier (before dispatch): If the item was not immediately in stock and was ordered from a supplier for you, you can cancel. If you do so within the first 30 days, an amount will be retained for administration costs and non-refundable payment gateway fees. If more than 30 days have passed and the item has not been dispatched, you will receive a full refund without a penalty.
Orders already dispatched: If your purchase has already left our premises, you must wait to receive it and arrange a return, paying the costs of shipping, preparation and customs. If you refuse the parcel on delivery, shipping costs will be deducted from the final refund amount.
Customised products: Once ordered from the factory (made-to-measure glasses, prescription lenses or contact lenses), they cannot be cancelled under any circumstances.

6. Gift cards

Gift cards purchased from Gafas Canarias are non-refundable and cannot be exchanged for cash under any circumstances, unless applicable legislation expressly requires otherwise. Gift cards have no expiry date and their balance can be used across one or more purchases until it is exhausted. Gafas Canarias accepts no responsibility for lost or stolen gift cards and will not issue replacements.

7. How to request an exchange or return

To start an exchange, return or cancellation, you must contact our customer service team by email at info@gafascanarias.com.

Please include your order number and the reasons for your request. Our team will explain the next steps in detail.

8. Restocking fee for orders containing multiple items

If your order contains 2 or more items and at least some of those products were specifically ordered from our suppliers after the order was confirmed, a voluntary return or cancellation will incur a 15% restocking fee on the total order value. This fee covers the actual costs of reverse logistics, inspection, relabelling and reconditioning that we incur when moving those products outside the normal sales cycle.

The restocking fee does NOT apply in the following cases:

Products with manufacturing defects.
Items damaged during transport.
Shipping errors on our part, such as the wrong product or incorrect assembly.
Exchanges due to failure to adapt to prescription lenses within the warranty period.

This charge allows us to continue offering competitive prices to other customers without being affected by large-scale cancellations of orders containing multiple items. If you have questions about how it is calculated in your particular case, email info@gafascanarias.com before placing your order.

9. Frame exchanges and warranty

You can request a frame exchange within 14 calendar days of receipt. If the new model costs more, you must pay the difference; if it costs less, the difference will be refunded using the original payment method. For prescription glasses, only the frame is refundable; prescription lenses are eligible for the exchanges described in this policy.

New goods have a three-year statutory warranty against lack of conformity. For products with digital elements, at least the corresponding specific statutory period applies. You can start the process directly with Gafas Canarias at info@gafascanarias.com. Damage caused by misuse or external causes is not covered.