12. Refunds AND CHANGES.

There are two ways to return your order:

 • At any of our opticians.
• Send your order to our central warehouses.

All returned products must be in perfect condition and with their original packaging. The return must be made within a maximum period of fourteen (14) calendar days from the date on which you received the order.

Remember that if you benefited from a promotion at the time of purchase, you must return all the items covered by it. 

In the case of contact products, such as contact lenses or solutions, they cannot be returned if they have been unsealed, used or handled. All customised items such as prescription glasses and glasses without prescription with blue stop filter and packs including these items are excluded from the right of withdrawal.

If you choose to send the order to our central warehouses, it is essential to include the return package, together with the products, the order number and the updated contact details, so that we can contact you if there is an incident with it.

The costs of sending a return will be borne by you. Multiópticas will reimburse the cost of the complete initial order (item (s) + shipping costs if they have been generated).

For refunds made from the mainland Spain or the Balearic Islands, the address to which you must send the returned products is: Multiópticas (Customer Service), Avenida de los Reyes S/N, 28770 Colmenar Viejo (Madrid).

For refunds made from the Canary Islands, the return address is: Multiópticas (Customer Service), Pol. IND. Monte Blanca, C/EL Mirador nº 17 (parcela 9), 35413 Arucas, (Las Palmas).

In the case of Ceuta and Melilla, send the products by the means of transport you choose, taking care of the customs expenses.

Thank you very much for your trust

CHANGES:

If you wish to replace any item with another, you must return the item and make a new purchase (orders with customised products that cannot be returned and orders packs that include these items are excluded)