Return Policy

The CUSTOMER has the right to withdraw from the contract without giving any reason by returning or sending back the PRODUCT to the SELLER.

To this end, the PRODUCT must be returned or sent back without undue delay and no later than fourteen (14) days after notification of the decision to withdraw, unless the SELLER proposes to collect the PRODUCT itself.

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 SELLER, 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.

To exercise their right of withdrawal and in accordance with Article 54 of the Consumer Code, the CUSTOMER must notify their decision to withdraw by means of an explicit statement or through their ACCOUNT on the website www.isolani.com/eshop, in the "ORDER HISTORY" - "DETAILS" - "RETURNS" section.

Once you have submitted your request, it will be assessed and AUTHORISED by Customer Service, who will issue you with a return authorisation number.

The CUSTOMER shall write the return authorisation number, first name and surname on the adhesive label found inside the product delivery package, which shall be affixed to the return box.

The CUSTOMER shall also verify that there are no stickers with barcodes or different addresses used for the first shipment on the outside of the box.

The CUSTOMER may choose to return the package by bringing it to one of our centres or by courier. If you prefer to send the package by courier, you must CALL Customer Service to arrange a collection date.

In order to comply with the withdrawal period, the CUSTOMER must send their notification regarding the exercise of their right of withdrawal before the expiry of the withdrawal period. Returns will not be accepted without the authorisation code, the original packaging and all accompanying materials (original glasses case, pouch, cleaning cloth, etc.).

To exercise your right of withdrawal under the above clause for contact lenses, you must return the products unopened and unmarked, in their original sealed packaging.

In the event of withdrawal by the CUSTOMER, the SELLER undertakes to refund the full amount paid, including delivery costs (with the exception of any additional costs arising from the CUSTOMER's choice of a delivery method other than the standard delivery method offered by the SELLER), without undue delay and in any case within fourteen (14) days from the day on which the SELLER was informed of the CUSTOMER's withdrawal. (Article 56 of the Consumer Code) and has received the goods.

Once the SELLER has assessed the goods as indicated below in the "condition of goods" section, it will proceed with the refund using the same payment method used by the CUSTOMER for the initial transaction, unless the CUSTOMER has expressly agreed to the use of another method; in any case, the refund will not incur any costs for the CUSTOMER.

The SELLER shall not be required to reimburse additional costs if the CUSTOMER has expressly chosen a more expensive delivery method than the standard delivery method offered by the SELLER.

The CUSTOMER must return the goods to the following address: ISOLANI ESHOP, Via XXIII Settembre, 4 - 16047 Gattorna (GE), without undue delay and in any case within fourteen (14) days from the date on which they communicate their decision to withdraw from the contract.

The deadline is considered to have been met if the CUSTOMER returns the goods before the expiry of the fourteen (14) day period.

The PRODUCT must be returned in accordance with the SELLER's instructions, and in particular must include all accessories supplied.

The CUSTOMER is solely responsible for any decrease in the value of the goods resulting from handling the goods in a manner other than that necessary to establish the nature, characteristics and proper functioning of this PRODUCT. In other words, the CUSTOMER has the opportunity to test the PRODUCT, but may be held liable if they handle the goods in a manner other than that necessary.

The right of withdrawal is excluded in the following cases:

1. The supply of goods which, by their nature, are inseparably mixed with other goods
2. Supplies of sealed goods that cannot be returned for hygiene and health protection reasons and have been opened by the CUSTOMER after DELIVERY. (e.g. OPEN boxes of contact lenses)
3. The 14-day right of withdrawal does not apply to goods that are made to measure or clearly personalised (e.g. glasses with prescription lenses).