Refund Policy

Order Cancellation and Product Return

Please review all our sales terms and conditions on the Terms and Conditions page.

1. Right of Withdrawal and Return 

In accordance with Legislative Decree No. 206/2005, ISEE SRL grants the right to withdraw from the contract for any reason. This must be exercised by submitting written communication using the form available at the following LINK (Attachment 1) to be sent to shop@ottica-isee.com within 14 days from the date of receipt of the product(s). The right of withdrawal can be applied to one or more delivered items.

In case of withdrawal and return of items, the customer is required to take reasonable care of the products and return all unwanted goods at their own expense. Please note that the choice of courier for returning goods in the event of withdrawal, as well as the associated costs, is the responsibility of the customer. The product must be returned no later than 14 days from the date of notification from ISEE SRL of the acceptance of the return. Shipping costs for the return of the product(s) are borne by the customer.

The original purchase price of the product(s) and the shipping costs, excluding any additional costs if the consumer expressly chose a delivery method other than the least expensive option offered by ISEE SRL, will be refunded using the same payment method selected, within 14 days from the date the decision to withdraw from the contract was communicated, provided the customer can prove that the items have been returned. The refund is subject to verification of the condition of the returned items. ISEE SRL is not responsible for any delays in crediting the refund due to the bank or the type of credit card used for payment.

The item(s) must be returned in substantially intact condition (e.g., products must be clean, free of scratches, damage, dents, abrasions) and must be returned in the original packaging with all accessories, components, and any included instructional materials, as well as any accessories, labels, or promotional items received with the product. Failure to comply may result in ISEE SRL reserving the right to charge the customer for the diminished value of the returned goods.

2. Defective Products 

If the customer believes that the goods delivered do not materially comply with their description in the Order Confirmation, are incomplete, damaged, or defective, the provisions of Articles 128-135 of Legislative Decree No. 206/2005, reserved for consumers, apply. The customer, upon prior written communication to ISEE SRL via shop@ottica-isee.it and subject to ISEE’s verification of the customer’s claim, is entitled to have the product repaired or replaced at no additional cost, where possible in relation to the availability of stock, unless the repair or replacement would be excessively costly for the seller, taking into account the value of the product without the defect and the severity of the defect. Alternatively, the customer has the right to a contract cancellation or price reduction as per the following provisions. 

The return shipping costs are the responsibility of the customer.

The manufacturer is liable to the consumer for any lack of conformity existing at the time of delivery and which becomes apparent within two years of delivery. The defect of conformity must be reported to ISEE SRL within two months from the date it was discovered, or the customer risks losing the warranty. To benefit from the legal warranty, the customer must provide proof of the purchase and delivery date of the product.

In case of contract cancellation, ISEE SRL will refund the price paid by the customer, including shipping costs and any additional charges, within 14 (fourteen) days of receiving the cancellation notice, using the same payment method as used by the customer. In case of a price reduction, ISEE SRL will refund the agreed reduction amount.

The legal warranty does not cover products that have been customized, repaired, modified, or altered in any way by the customer, as well as packaging, promotional items, or any other items sent along with the main product.

The right to warranty is always subject to ISEE SRL’s verification of the reported defect or damage by the customer:

• Please note that products sold by ISEE may have minor imperfections or characteristics that are not attributable to manufacturing defects but are due to the uniqueness and material of the handcrafted product. Therefore, customers are invited to contact our shop via shop@ottica-isee.com so we can verify the origin of the reported defect. 

• Products sold by ISEE SRL are subject to continuous use, which may lead to natural wear and tear, not attributable to a manufacturing defect. Normal wear and tear excludes the application of the legal warranty. Therefore, in such cases, ISEE SRL reserves the right to verify the type of defect reported and exclude the application of the legal warranty.

RETURN REQUEST 

Follow these steps: If you wish to return goods because you are not satisfied, please follow these instructions:

• Prepare the glasses or accessories you wish to return, including all parts received, such as warranties, labels, bags, cords, or included boxes.
• Ensure the goods are well-protected for transport.
• Ship to the following address:

ISEE SRL
Via San Pio X, 74
06081 - Assisi (PG), Italy

Once we have received the goods and verified their contents, we will process the refund within 24 hours.

Download this guide in PDF: RETURNS - steps to follow.