Refund policy

Optica Familiei offers the possibility of returning products within 14 calendar days from the receipt of the package, provided that the intention to return is notified in advance.

Free returns

• Returns are free for orders personally picked up from the Pick Up Point.
• For orders with home delivery, the customer pays the return shipping cost.
• The courier will pick up the return package from the address indicated by the customer, and for orders picked up personally, the return is made directly at the Pick Up Point.

Information required for return

To process the return, the customer must provide:

• Package dispatch date;
• Order number;
• Amount to be refunded;
• Address from which the courier picks up the package (in case of home delivery).

Return conditions

• Products must be in their original condition, in original packaging, with all accessories and labels intact.
• Products that are used, damaged, or with physical alterations (scratches, dents, shocks, etc.) are not accepted.
• Products that are part of a set must be returned together as a set.
• Gifted products must be returned in their original condition.
• For hygiene and health reasons, unsealed products cannot be returned.
• Abusive returns may be refused.

Exchange or defective products

• Non-functional products or products with manufacturing defects can be replaced if the customer notifies Optica Familiei within 48 hours of receipt.
• Products that cannot be returned according to legislation:
  • Personal hygiene items;
  • Special optical items intended for health or hygiene (e.g., lenses, care solutions);
  • Cosmetic and perfumery products.

Refund terms

• The value of fully returned products will be refunded within a maximum of 14 days from their receipt or from the confirmation of their shipment to Optica Familiei.