Returns and refunds policy
Returns and refunds policy
1. Deadline for requesting a refund
The customer has 7 calendar days from the delivery date recorded by the courier company to request a return.
All requests must be made in writing to info@lentes-smart.com before any product is shipped.
2. Mandatory requirements
For a return to be accepted, the product must strictly comply with the following:
Be in the same condition in which it was received.
It must not show signs of use, wear, device attachment, configuration, or user data.
Keep labels, accessories, manuals and complete original packaging.
Include proof of purchase.
Any breach of these conditions will void the right to a refund.
3. Official Procedure
No returns will be valid without prior authorization from Lentes-Smart.com.
Once the request is approved, the customer will receive formal shipping instructions. Packages sent without authorization will be rejected and will not be refunded.
4. Logistics costs
Only in the following cases will Lentes-Smart.com cover return shipping:
Product with proven manufacturing defect.
Product different from the one ordered.
Damage of proven origin within the first 24 hours.
Original shipping and logistics costs are non-refundable.
5. Incident report upon receipt
The customer must check the order at the time of delivery.
Any problems must be reported within the first 24 hours after registered delivery by sending an email to info@lentes-smart.com:
Product photographs.
Photographs of the packaging.
Detailed description of the problem.
Claims made after this deadline will not be accepted.
6. Products not eligible for return
Because they are personal use devices, they are not eligible for return:
- Items with signs of use or configuration.
- Products on sale or clearance.
- Damage due to misuse, drops, humidity or handling.
- Change of mind.
- Personal expectations.
- Error selecting model.
- Device incompatibility.
- Battery life is not grounds for a refund as it depends on usage.
- Delivery delay within estimated timeframes.
Only duly verified manufacturing defects are excluded.
7. Deliveries confirmed by courier
When the transport company registers the order as DELIVERED:
Lentes-Smart.com's obligation will be considered fulfilled.
Any claim for "not received" must be handled against the parcel service.
The delivery receipt and geolocation data from the carrier will be provided as valid proof.
8. Packages not delivered due to customer error
If the order cannot be delivered because:
Incorrect address.
Absence of the recipient.
Refusal to receive.
Lack of response.
The customer will have to cover the cost of the new shipment.
In case of return of the package for these reasons, the refund will be partial, deducting shipping and logistics costs.
9. Responsibility for the shipping address
It is the customer's responsibility to provide a correct and complete address at the time of purchase.
Lentes-Smart.com is not responsible for failed deliveries resulting from incorrect information provided by the customer.
10. Order Cancellation
Orders can only be cancelled before they are shipped.
Once the order has been processed or handed over to the courier company, it will not be possible to cancel it.
11. Refunds
The refund will only be processed after the product has been received and inspected.
If approved, the refund will be made to the original payment method within up to 30 business days, subject to the issuing bank's processing times.
12. Valid evidence in disputes
The client accepts the following as valid evidence:
Tracking guides.
Parcel delivery confirmation.
Photographic evidence of the warehouse.
Communication records.
13. Prevention of fraud and payment disputes
Lentes-Smart.com reserves the right to present the following information as valid evidence to banking entities, payment gateways, or relevant authorities in the event of a dispute, chargeback, or fraudulent claim:
Order confirmation.
Purchase IP address.
Payment records.
Tracking guide.
Delivery confirmation.
Photographic or logistical evidence of the shipment.
Customer communications.
Acceptance of these terms and policies.
14. Express acceptance
By making a purchase, the customer declares that they have read and accepted this policy, which is binding for any claim, return or chargeback.
15. Jurisdiction
For any dispute arising from the purchase, the parties submit to the laws and competent courts of Mexico, waiving any other jurisdiction that may correspond to them.
Contact:
info@lentes-smart.com