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Returns, Withdrawal and Refunds

We want you to be happy with your Eyestyle purchase. You have 30 days to withdraw from your purchase — more than the 14 days required by European consumer law — and a 3-year legal guarantee of conformity. This page explains how to exercise both, what cannot be returned, and how refunds are processed. It complements — and does not replace — our Terms of Sale.

1. 30-day right of withdrawal

As a consumer, you have the right to withdraw from your order within thirty (30) calendar days from the day on which you — or a person designated by you other than the carrier — acquire physical possession of the goods, without having to give a reason. This right is granted by Articles 9 to 18 of Decreto-Lei n.º 24/2014 of 14 February (Portugal) and Articles 102 to 108 of Real Decreto Legislativo 1/2007 (Spain), transposing Directive 2011/83/EU. The statutory minimum is fourteen (14) days; Eyestyle extends it to thirty (30) days.

You do not need to justify the withdrawal and the price of the goods is refunded in full, including the original delivery cost (for the least expensive standard delivery option). Return shipping costs are borne by you, unless Eyestyle has sent a defective or incorrect item.

2. How to exercise the right of withdrawal

To withdraw, send us an unequivocal statement before the 30-day period has expired. You can:

  • Write to [email protected] with your order number and the sentence "I hereby notify that I withdraw from my contract of sale of the goods [list of goods]"
  • Fill in the model withdrawal form below and send it by email or by post; the Portuguese and Spanish versions are both accepted
  • The forms reproduce the statutory models in Part B of the Annex to Decreto-Lei n.º 24/2014 (Portugal) and Part B of Annex I to Real Decreto Legislativo 1/2007 (Spain). Using them is optional

3. Returning the goods

Once you have communicated your withdrawal, send the goods back to Eyestyle without undue delay and in any event within fourteen (14) days from the day on which you notified us. Ship to the address we confirm by email once we open the return ticket. We recommend using a tracked service.

The goods must be in a condition that allows their resale: unused, with all accessories, in the original packaging and with any seals intact. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish their nature, characteristics and functioning.

4. Exceptions — items that cannot be returned

The right of withdrawal does not apply, per Article 17 of Decreto-Lei n.º 24/2014 and Article 103 of Real Decreto Legislativo 1/2007, to the following categories:

  • Sealed goods that are not suitable for return due to health protection or hygiene reasons, once they have been unsealed after delivery — this applies in particular to opened eye drops, opened contact-lens solutions, opened cleaning solutions and opened personal hygiene items
  • Goods liable to deteriorate or expire rapidly
  • Goods that, after delivery, have been inseparably mixed with other items

5. Refunds

Eyestyle will reimburse all payments received from you, including the cost of the original delivery (except for any supplementary costs resulting from your choice of a delivery option more expensive than the least expensive standard delivery option), without undue delay and in any event within fourteen (14) days from the day on which we are informed of your decision to withdraw. Refunds are issued using the same means of payment as the original transaction, unless you expressly request otherwise at no extra cost to you.

We may withhold the refund until we have received the goods back, or you have supplied evidence of having sent them, whichever is the earliest. The funds usually take 5 to 10 business days to appear in your account depending on your bank.

6. Legal guarantee of conformity (3 years)

Independently of the right of withdrawal, Eyestyle is liable for any lack of conformity that exists at the time of delivery and becomes apparent within three (3) years from that delivery, in accordance with Decreto-Lei n.º 84/2021 of 18 October (Portugal) and Articles 114 et seq. of Real Decreto Legislativo 1/2007 (Spain), transposing Directive (EU) 2019/771.

In case of a lack of conformity, you may require free repair or replacement; if neither is possible or proportionate, you may ask for a price reduction or for the termination of the contract. These remedies are free of charge and do not exclude any commercial warranty offered by the manufacturer.

7. Defective or incorrect items

If the product arrives damaged, defective, incomplete or different from the order, please contact [email protected] as soon as reasonably possible. Include your order number and photographs showing the issue and the packaging. We will arrange a free return with a prepaid label, and we will repair, replace or refund the item depending on what best resolves your case and what Directive (EU) 2019/771 allows.

8. Out-of-court dispute resolution

If you are not satisfied with how we handled your return, Portuguese consumers may refer the dispute to the competent arbitration centres listed at https://www.consumidor.gov.pt/parceiros-iec/centros-de-arbitragem-de-conflitos-de-consumo.aspx. Spanish consumers may contact Junta Arbitral de Consumo at https://www.consumo.gob.es/es/consumo/arbitraje-consumo.

9. Subscriptions and refunds

If you cancel a subscription after the 3-month minimum duration, no refund is due for orders that have already been shipped or are in transit. The cancellation only stops future charges and future deliveries; it does not retroactively undo past ones.

The 30-day right of withdrawal in section 1 above applies to the FIRST delivery of the subscription only. Subsequent deliveries are excluded under the sealed-health-product exclusion in section 4 once they have been opened. If you receive a defective or incorrect item as part of a subscription delivery, the rules in sections 6 and 7 apply normally — contact us and we will repair, replace or refund as required by Directive (EU) 2019/771.

If a subscription delivery has not yet been shipped at the moment you cancel, contact [email protected] as soon as possible and we will hold the order; if it has already been handed to the carrier, the standard return process applies.

10. Questions

If you have any question before or during a return, write to us at [email protected]. We will reply within one business day whenever possible.