Refund policy


The following conditions and terms are only applicable to purchases made on the Website.

The Customer may cancel his order at any time, until delivery, or within 14 (fourteen) days from the day following the day: (i) in which the Customer or a third party indicated by him, whether the carrier, acquires possession of the product; or (ii) in which the Customer or a third party indicated by him, other than the carrier, acquires physical possession of the last good when the consumer has ordered several goods in a single order and the goods are delivered separately, the Customer may exercise the their right of free withdrawal under the terms legally provided for and indicated below.

1.      Exercise of the Right of Free Resolution
In order to exercise its right of free resolution, the Client must communicate, in person, in any André Opticas store, or by sending a written communication to the e-mail address, the model of the free form resolution available in attach I of these General Conditions of Sale. If the client makes use of this possibility, André Opticas will send to the Client within 48 (twenty eight) hours, by email, a notice of receipt of the request for termination.
For the free resolution period to be respected, it is enough that your communication regarding the exercise of the right of free resolution is sent to André Opticas before the end of the resolution period.

2.      Processing of the right of free resolution
In the event of termination of this agreement, the Customer must return the goods without undue delay and not later than fourteen (14) days from the date of informing André Opticas of the free termination of the contract, considering that it is respected if the Customer returns the goods before the expiration of this 14 (fourteen) days period.
The Customer must bear the full costs of returning the goods in the event of exercise of the right of free termination of the contract. In the case of return of goods, which by their nature cannot normally be returned by mail, the Customer must bear the direct costs of such return that are associated with the shipping costs listed in the initial order.
Customer will be reimbursed for all payments made, including delivery costs (except any additional costs resulting from any choice of shipping method other than the less costly standard shipping mode offered by André Ópticas), without undue delay and, in any event, no later than fourteen (14) days from the date on which André Opticas is informed of the Client's decision to terminate this contract.
In order to speed up the refund process, the Client will be refunded by the same way that the payment was made.
André Opticas hereby informs that it will withhold the refund until it has received the returned goods, and after confirming that they are in the same shipping conditions.
After contacting André Opticas and being given the return instructions, the Customer will be able to send the product, properly packaged, with original packaging to the receiving address.

3       Exclusions
When returning items, the Customer must respect the following conditions:
  • The product must be delivered in the same condition in which it was sold:
  • Without scratches, without external damage, with security tag attached and in perfect condition, packed in the respective original packaging accompanied by the user manual and all its accessories.
  • Returning or exchanging contact lenses and cleaning liquids cannot be accepted by any means.
  • The right of free withdrawal shall not apply to products made according to the Client's specifications or manifestly customized.
All articles will be checked and only those who respect the return conditions will be accepted for return.
André Opticas reserves the right not to accept articles that do not comply with these conditions.