Refund policy

GENERAL CONDITIONS FOR RETURNS

If for any reason you are not satisfied with your product, you can request a return within 30 calendar days from the date of receipt. We will accept your return request and provide you with specific instructions depending on your country of origin; in this way, we guarantee that you will be able to return your product without issues or delays in shipping.

Only returns of new products in perfect condition will be accepted. Returns of used, damaged, or defective products will not be accepted. For health and safety reasons, returns of contact lenses will not be accepted if the box has been opened. All accessories received in the original shipment, including cases, cloths, and any other items, must be returned in packaging that ensures proper protection of the product during transport.

WE WILL NOT ACCEPT returns of products that have not been previously authorised. Returns that have not been pre-authorised will be rejected. No customs, postal, or courier procedures will be carried out if VISUAL-CLICK has not authorised the return in advance.

WE WILL NOT ACCEPT returns with postage due or any return requiring a payment for the product to be returned to our premises. To avoid this issue, please request authorisation for the return. VISUAL-CLICK will authorise the return and provide you with the correct procedure to follow.

RETURN COSTS

Return shipping costs or any other charges that may arise (customs, taxes, fees, extraordinary costs, etc.) are entirely at the customer's expense. In certain cases, VISUAL-CLICK may offer to handle the return using one of our trusted shipping companies at a reduced cost, which will be deducted from the refund. If the return generates any costs for VISUAL-CLICK, this amount will be subtracted from the total refund.

HOW TO MAKE A RETURN

1.- REQUEST AUTHORISATION TO RETURN THE PRODUCT

Before returning a product, you must request it via your customer area or through the contact form on our website. VISUAL-CLICK will authorise the return, contact you by email, and provide instructions on how to proceed correctly.

2.- PREPARE THE PRODUCT

Gather the product you received along with all its accessories in appropriate packaging to avoid damage during transport. Include the delivery slip you received with your order so we can properly identify the return, or at least a note with your order reference. This will help ensure that your refund is processed without delays.

If we have informed you that you need to arrange the return yourself, you may use the company or service that you find most cost-effective. IT IS IMPORTANT that you follow the instructions provided to avoid issues during the return.

To facilitate returns and customs procedures, VISUAL-CLICK may offer you a shipping label for the return. If you have received such a label from VISUAL-CLICK, please print it and attach it to your parcel. If the label is from GLS, UPS, or DHL, you can take the parcel to any service point of the carrier you choose and deliver it at a convenient time.

3.- RECEIVE YOUR REFUND

Once the product has been received at our premises, we will verify that it is in perfect condition and proceed to refund the amount of your order. The refund will be made to the same payment method used for the order, except for cash-on-delivery orders. In this case, we will ask the customer for an account number to process the refund.

If any extra costs have been incurred by VISUAL-CLICK, this amount will be deducted from the total refund. If the customer claims the amounts retained for costs arising from the return and VISUAL-CLICK is ultimately required to pay these amounts, we reserve the right to refuse future orders or reject certain payment methods.