CHANGED YOUR MIND? YOU HAVE 14 DAYS FROM DELIVERY

If the right of withdrawal applies to the product purchased, you may tell us of your decision within 14 days after delivery, without giving a reason. If a single order arrives in more than one delivery, the period runs from delivery of the last product or lot.

Withdrawal following a change of mind is different from reporting an incorrect, damaged, defective or non-conforming product: in these cases, please see the Products with problems and guarantee section below.

Pursuant to Article 52, paragraph 2 of the Consumer Code, the withdrawal period ends after fourteen (14) days from the day on which the CUSTOMER, or a third party other than the carrier and designated by the CUSTOMER, takes physical possession of the PRODUCT.

If the CUSTOMER has ordered multiple PRODUCTS in a single order that results in multiple DELIVERIES (or in the case of an order for a single PRODUCT delivered in several batches), the withdrawal period expires fourteen (14) days after the day on which the CUSTOMER, or a third party other than the carrier and designated by the CUSTOMER, takes physical possession of the last PRODUCT delivered.

You may use any of the following channels:

• if you purchased with an account, the return-request function available under My account → Order history and details → Details for the relevant order;
• a clear statement sent by WhatsApp to +39 010 620 4094, specifying at least your full name, order reference, affected product and decision to withdraw;
• a clear statement sent to eshop@isolani.com, containing the same information; for guest purchases, use WhatsApp or email;

We will send you a confirmation and practical instructions. Any return code provided helps us identify the parcel quickly, but issuing it is not a discretionary authorisation and does not invalidate a withdrawal communication correctly sent within the applicable period.

For a valid withdrawal, we will refund all payments received in respect of the goods covered by the withdrawal. If you withdraw from the entire order, we will also refund all initial standard delivery costs; in the event of a partial withdrawal, we will refund delivery costs as required by law. We will not refund any supplement paid for a delivery option more expensive than the standard option.

When we receive the goods, we record the return, match it to the order and check the identity, completeness and condition and, where applicable, the integrity of the hygiene and health seal. We carry out these checks without undue delay and without adding a new period to those prescribed by law.

The refund will be made without undue delay and in any event within 14 days after your communication. Unless we have offered to collect the goods directly, we may wait until we receive the goods or evidence that they have been sent back, whichever occurs first.

We will issue the refund using the same means and, where technically possible, the same transaction or payment network as used for payment: PayPal through PayPal, a card through the relevant network and a bank transfer by bank transfer. You may not unilaterally choose a different means. An alternative is possible only where technically impossible, by express prior agreement and at no cost to you.

For instalment or deferred payments, we send the cancellation or refund to the same provider used for the order. The provider will update or cancel future instalments and return amounts already paid in accordance with its own procedures. If the provider offers this option, you may register the return in its app to suspend payments temporarily while it is being processed; this notification does not replace the refund that Isolani must submit.

After the refund instruction has been correctly submitted, the credit may not be immediately visible: the bank, payment network, issuer or provider may require its own processing time. This time does not extend the period within which Isolani must issue the refund. If the instruction is rejected or not executed, we will carry out the necessary checks and issue it again.

Send or deliver the product without undue delay and in any event within 14 days after communicating your withdrawal to:

Isolani eShop
Via XXIII Settembre 4, Località Gattorna
16047 Moconesi (GE) — Italy

If you would prefer to deliver the return to a Centro Ottico Isolani, ask us first by WhatsApp to +39 010 620 4094 or by email at eshop@isolani.com. Customer Care will confirm the centre and handover arrangements in writing. Do not leave the product at a different centre or before you have received confirmation.

Protect the product carefully during transport. Where possible, place the accessories, documentation and original packaging inside suitable outer packaging. For ordinary products, not having the original packaging does not automatically result in the loss of the right of withdrawal; however, you may be liable for any diminished value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning.

Return costs

For withdrawal following a simple change of mind, the direct cost of return is payable by you, unless Isolani expressly announces a promotion or free return option. If Isolani agrees to arrange a paid collection at your request, the cost will be communicated before confirmation.

If, however, the return or collection is required to remedy an error attributable to Isolani or a damaged, defective or non-conforming product, the relevant costs will be borne by Isolani in accordance with the legal guarantee.

Product checks

Isolani sells exclusively new and genuine products sourced from the manufacturer or an authorised supply chain. Before dispatch, we check that the product matches the order, is apparently intact, bears the available identification codes and is suitably packaged, without altering the manufacturer’s original seals.

On return, we match the goods to the order and check their identity, model, product codes and, where present, serial or batch numbers, as well as the accessories, integrity, seals and state of use. Receipt of the parcel alone does not mean that its contents are automatically recognised as the product originally dispatched. If objective evidence shows that the returned goods are not the goods that were dispatched or that the damage occurred after delivery and is attributable to the customer, the request may be rejected with reasons. These checks do not limit the legal guarantee or your right to challenge the decision.

Products with problems and guarantee

If you have received an incorrect, damaged, defective or non-conforming product, please contact us, preferably by WhatsApp to +39 010 620 4094, or email eshop@isolani.com, stating the order number and the issue found. Photographs can help us assess the issue more quickly, but they do not replace your rights.

On delivery, inspect the outside of the parcel for damage. If it shows visible opening, wetting, crushing, tampering or other damage, we recommend refusing it or accepting it only after entering a specific reservation describing the problem on the carrier’s document, photographing the parcel and label and notifying us without undue delay. If the damage was not visible, report it as soon as you discover it and, where possible, within eight days, retaining the packaging and documentation. These precautions facilitate checks; failing to follow them does not automatically result in the loss of your mandatory rights against Isolani.

The legal guarantee is distinct from withdrawal following a change of mind. In the circumstances and subject to the conditions laid down by law, you may have the goods brought into conformity by repair or replacement and, where the relevant conditions are met, obtain a reduction in price or terminate the contract. Remedies due under the guarantee are provided free of charge to the consumer.

For details, please see the General Terms and Conditions of Sale.

Contact lenses: when the right of withdrawal is available

For contact lenses, the manufacturer’s original closure on each individual retail pack constitutes the hygiene and health seal.

Before opening each pack, check on the outside that the brand, model, type and all parameters — including, where present, power, base curve, diameter, cylinder, axis and addition — match your order. If you find any difference, do not open the pack and contact Customer Care immediately.

Under Article 59(1)(e) of the Italian Consumer Code, the right of withdrawal is excluded where the original closure has been opened, torn, altered or tampered with after delivery. Resealing it with adhesive tape, glue or any other means does not restore the integrity of the pack. A pack opened or tampered with in this way cannot be accepted under the right of withdrawal or placed back on sale. Opening the shipping parcel alone does not amount to opening the lens pack.

If you purchased several packs sold separately, the right of withdrawal remains available for those whose original closure is intact. The exclusion concerns the right of withdrawal and does not limit the legal guarantee for a product different from the one ordered or a product that is damaged, defective or non-conforming. In these cases, contact Customer Care: we will tell you whether the product must be kept, documented or made available for collection at our expense, solely for inspection or disposal. An opened product will not in any event be placed back on sale. Opening a pack despite a discrepancy already clearly visible in the information shown on the outside may be taken into account in handling the complaint and assessing the consequences attributable to the customer, to the extent permitted by law.

Opened pack and external checks. An opened pack cannot be returned following a simple change of mind or as an ordinary return where the difference from the order was clearly apparent from the information shown on the outside before opening. Mandatory rights remain unaffected for defects or lack of conformity that could not be identified from the pack before opening.

Customised RX glasses: no withdrawal for a change of mind

Incorrect product. For the purpose of handling a return or complaint, a product is incorrect where it does not match the order confirmation in model, product code, colour, size or confirmed parameters.

Complete glasses with prescription lenses cut, centred and assembled according to your prescription and parameters are goods made to your specifications or clearly personalised. The right of withdrawal for a simple change of mind does not apply to these products.

This exclusion does not automatically apply to frames purchased without prescription lenses, standard ready-made reading glasses or other standard products that have not been modified to your parameters.

Before work begins, we assess the technical feasibility of the combination of prescription, frame, lenses and treatments. If clarification is required, we will contact you; we will not change the configuration without your agreement.

If the ordered product is objectively impossible to produce safely and in conformity, we will explain the reason, cancel the affected part and refund in full, without undue delay and at no cost, the corresponding sums and any delivery charges that are no longer due.

If the same order contains complete RX glasses and separate non-personalised products, any cancellation due to technical impossibility affects only the RX item. The other items will proceed as normal; before changing the remainder of the order or the related charges, we will contact the customer and will not apply any additional charge without the customer’s agreement.

Complete RX glasses ordered as such are a single personalised product comprising the frame and prescription lenses: you cannot exercise the right of withdrawal for a change of mind in respect of the frame alone or the lenses alone. If you also purchased a standard product separately in the same order — for example, a pair of sunglasses — you may instead exercise the right of withdrawal for that product where the applicable conditions are met.

The exclusion from the right of withdrawal does not apply to workmanship errors or to an incorrect, damaged, defective or non-conforming product and does not limit the legal guarantee.

For each pair of complete RX glasses, we issue a declaration of conformity certifying the technical correspondence between the finished lenses and the prescription and parameters confirmed in the order. Difficulty seeing or adapting to the new lenses does not automatically mean that the glasses are defective where that correspondence has been met. If you report the issue, we will nevertheless check the powers and parameters, centration, fitting and workmanship; errors or defects attributable to manufacture remain covered by the guarantee.