Refund policy

Responsibility for Return Shipping Costs

The responsibility and financial burden for return shipping vary depending on the reason for the return.

If the withdrawal is exercised for reasons not attributable to Otticanet (e.g., change of mind, incorrect size selection by the customer, or personal preference), the direct costs of returning the goods remain entirely the responsibility of the Customer.

If the return is due to a verified error by Otticanet (e.g., incorrect model, color, or size shipped) or a product conformity defect, Otticanet will cover all return shipping costs. The Customer will be relieved of any direct financial burden and will receive specific instructions for the collection of the goods via our authorized courier.

 

How to Initiate a Return

To start the return process, please follow these steps:

1. Log in to Otticanet.com clicking here, using the email address provided at the time of purchase. Otticanet will send an access code via email.

2. Select the order to return.

3. Specify the reason for the return.

4. Select "Return Request."

If unable to submit the request through the personal area, please send an email to Otticanet Customer Service including: the express intent to withdraw from the contract (partially or fully), the reason for the return and the specific product descriptions/codes.

 

Return Eligibility Requirements

Items can only be returned if they meet the following conditions:

• They have been delivered no longer than 30 days before the return request.
• They are completely unworn, undamaged, and clean.
• They are shipped in their original case and packaging (including bubble wrap, relevant stickers, and any accessories provided).
• They have been approved by our Customer Service and assigned a Return Authorization Number (RFI).
• They are shipped no later than 10 days from the date the return was authorized.

 

Return Shipping

Please note that return shipping is at the Customer's expense, and Customers are responsible for organizing the shipment back to our facility.

To ensure a successful return, items must be securely packed in their original packaging, including the bubble envelope, all original labels and tags.

It is mandatory to write the return code provided by Otticanet clearly on the outside of the package. Kindly be aware that if the return code is not visible on the box, identifying and processing the return may take significantly longer than expected.

 

Return Shipping Options

The customer may choose between two options:

• Use Otticanet Prepaid Label: the cost of the label (where applicable) will be deducted from the price of the glasses once the return reaches Otticanet's local warehouse. Please note that the cost may vary if returning multiple items.
• Independent Shipping: Customer may choose his own carrier or postal service. In this case, Customer must notify Otticanet via email with the shipping date, carrier name, and tracking number. The shipment remains the full responsibility of the Customer until receipt is confirmed at Otticanet's warehouse. Please note that in case of return with Postal Service from a non-European country, return shipment can take even 1 month to reach Otticanet's return department due to Customs inspections.

Otticanet shall not be held responsible for any delay, loss or damage to the return shipment.

 

Inspection and Refund Process

Upon arrival at our local facilities, all items will undergo a thorough quality inspection.

If all conditions mentioned above are met, the amount of the product (deducted from the cost or the return label) will be refunded within 10 business days at no additional charge.

Should the returned items fail to meet our requirements or if their condition deviates from the original state, they will be forwarded to our central facility in Italy for a more comprehensive inspection.

Following a dedicated assessment by our internal team, if the eyewear is confirmed to meet our return criteria, the refund will be issued within 10 business days upon arrival at our Italian facility, in full, at no extra cost.

In the event that these standards are not met upon further review, the return will be rejected and no refund will be issued.

In this instance, the Customer may choose to have the item sent back to them, at their own expense, in the condition it was received. This request must be made within 20 days of our notification; after this period, Otticanet reserves the right to dispose of the goods at our discretion.

 

Shipping Costs and Duties

Please be aware that shipping costs, duties and import taxes paid by the Customer will not be refunded.

Only if the return is due to a verified error by Otticanet (e.g., incorrect model, color, or size shipped) or a product conformity defect, Otticanet will refund the whole amount paid by the Customer.

 

Prescription Lenses

Please be advised that because prescription lenses are custom-made to the Customer's specific visual requirements, they are non-refundable unless a manufacturing defect is present.

Returns for ophthalmic (prescription) lenses will only be approved in the event of a proven manufacturing error, specifically when the lenses have not been crafted according to the exact specifications of the provided prescription.

To initiate a return for this reason, it is mandatory to provide a printed measurement report from a qualified optician confirming the discrepancy. Otticanet will review the documentation and, if a processing error on our part is confirmed, Otticanet will issue a full refund for the cost of the lenses.

In the event of a frame replacement request, our specialists will attempt to adapt the existing lenses to the new frame, provided that the new model is the same size (caliber).

 

Refunds

Please be advised that the timeframe for a refund to be reflected in the Customer's account typically ranges from 5 to 10 business days. This duration is strictly dependent on the internal processing procedures of the relevant financial institution or payment service provider. Otticanet shall not be held liable for any delays resulting from interbank processing cycles. Furthermore, please be advised that Otticanet has no authority to influence or expedite the refund timelines established by individual financial institutions.