Refund policy

RIGHT OF WITHDRAWAL

In accordance with the applicable regulations, you may withdraw from the contract (except in the cases established by law) and freely return or exchange the Products delivered at any time within fourteen (14) calendar days from the date of delivery (the “Withdrawal Period”).

This right of withdrawal shall not apply to products made to the buyer's specifications or clearly personalised.

Once the relevant inspection of the returned Product has been carried out to verify that the requirements set out in section c) below are met, and provided that the User does not choose to make an exchange, the Company will refund the User the amount of the Product, except for shipping costs, which shall be borne by the User as set out on the shipping and returns page.

Once the Withdrawal Period has ended, no exchanges or returns of Products will be accepted. Exchanges will only be accepted for Products that may have proved to be defective in accordance with the section on the return or replacement of defective products.

RETURN OR REPLACEMENT OF DEFECTIVE PRODUCTS

If the User considers that the Product does not conform to the specifications established for that Product, they must contact the Company immediately by email at the contact address hola@luper.es, providing the details of the Product, describing the defect and stating whether they choose a refund or replacement with an identical Product.

The User may return the Products, at the place where they were delivered, to a courier sent by the Company, or return the Product by their own means. Once the relevant inspection of the returned Product has been carried out, the Company will send the User an email within a reasonable period informing them whether the return or replacement of the Product is accepted (the “Return or Replacement Decision”).

In such a case, the return or replacement of the Product shall be carried out as soon as possible and, in any event, within thirty (30) calendar days of the date on which the Return or Replacement Decision is sent.

If the return is accepted, the Company will refund the User the full price of the Product plus the shipping costs paid by the User. If the User has chosen a replacement, the Company will bear all shipping costs.

PROVISIONS COMMON TO RETURNS

The User must meet the following requirements in order to exercise the right of withdrawal and to be able to return and replace Products:

  • To arrange the return of the Product, the User must first contact the Company by sending an email to the contact address hola@luper.es.

  • The User may prove the exercise of the right of withdrawal by any means admissible in law; in any case, it shall be deemed validly exercised by returning the Product.

  • The Product must be returned in the same condition in which it was received. The User may hand in the Product at any of our LUPER opticians or send the return to our central warehouse at Avenida Canalejas 3, Postcode: 30002, Murcia, Spain. The Company will not refund any amount if the Product has suffered any damage, so the User must take care of the Product while it is in their possession.

  • The refund will be made using the same payment method that the User used to pay for the Product.