Returns and refunds policy

RETURNS AND REFUNDS POLICY – SMART-LENSES.COM

  1. Deadline to request a refund

The customer has 30 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 shipping any product.

  1. 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.

  1. Official procedure

No returns will be valid without prior authorization from Lentes-Smart.com.

Once the application is approved, the customer will receive formal shipping instructions.
Packages sent without authorization will be rejected and will not generate a refund.

  1. 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.

In any other case, including:

change of mind,
personal expectations,
Error when selecting model,
incompatibility with devices,
delivery delay within estimated timeframes,

The return shipping costs will be the sole responsibility of the customer.

Original shipping and logistics costs are non-refundable.

  1. 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.

  1. Products not eligible for return

Because they are personal use devices, they are not eligible for return:

Products opened, used or linked to a phone.
Items with signs of use or configuration.
Products on sale or clearance.
Damage due to misuse, drops, humidity or handling.

Only duly verified manufacturing defects are excluded.

  1. 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.

  1. 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.

  1. International Orders

Customs duties and taxes are the responsibility of the customer.

If the customer rejects the package due to these charges,
or customs holds the shipment due to incorrect information,

No refund will be issued.

  1. Refunds

The refund will only be processed after the product has been received and inspected.

If approved:

The payment will be made to the original method.
within a period of up to 10 business days,
subject to the issuing bank's processing times.

  1. Valid evidence in disputes

The client accepts the following as valid evidence:

tracking guides,
parcel delivery confirmation,
photographic evidence of the warehouse,
communication records.

  1. 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.

Contact:
info@lentes-smart.com