Register return
We always strive for the best solution when you are not satisfied with your new glasses. Would you like to return your purchase? Then we distinguish between glasses without prescription and prescription glasses.
Glasses without prescription
For glasses without prescription the legal right of withdrawal applies. You can return these glasses within 14 days of receipt without giving a reason.
After registering your return, you have another 14 days to return the product to us.
Return conditions:
- Glasses should not have any signs of use
- Glasses must be returned in their original packaging
- Clearly state your order number with the return shipment
- Return costs are at your own expense unless otherwise agreed upon
Upon receipt of the return, we will refund the purchase price no later than 14 days via the same payment method you used when ordering.
Want to order a different pair of glasses? Then place a new order through the webshop. It is not possible to include an exchange request with the return.
You can register your return at info@specialspex.com or send to:
Specialspex
Hogewoerd 115
2311 HJ Leiden
Always pack the glasses in a sturdy box to prevent shipping damage.
prescription glasses
Spectacles with a prescription are custom-made especially for you. As a result, the legal right of withdrawal does not apply to these products, in accordance with Article 6:230p of the Dutch Civil Code (products manufactured according to consumer specifications).
We understand that getting used to prescription glasses sometimes takes time. That’s why we offer a 60-day habituation period, giving you time to get used to your new glasses.
Are you still not satisfied after this period? Then together we will look for an appropriate solution, according to the following roadmap:
- We carefully check the glasses and lenses
- If necessary, we will invite you to our store to discuss the problem
- We can perform a new eye measurement
- If necessary, we will replace the glasses within the familiarization period free of charge
If, despite these steps, we fail to provide the correct lenses or prescription and you really can’t get used to the glasses, we will take the glasses back and refund 80% of the purchase price.
More information on this can be found in Article 10.6 of our General Terms and Conditions.
Warranty
The legal warranty applies to all products. This means that a product must meet what you as a consumer can reasonably expect from it.
In addition, we offer a one-year warranty on manufacturing defects of lenses and frames. This means we will repair or replace free of charge within this period if there is a manufacturing or material defect.
User damage
Use damage is not covered by the warranty. These are damages caused by normal use, wear and tear or incidents beyond the manufacturer’s control.
Examples:
- Paint damage: scratches, dents or damage to the coating
- Breakage damage: damage caused by falling, bumping or other impact
- Normal wear: gradual wear from daily use
Although usage damage is not covered by the warranty, we are happy to think along with you. With our goodwill policy, we always try to offer a suitable solution. We are always open and transparent about the possibilities and possible costs.
Need help or a complaint?
Do you have questions, need help or are not satisfied with something? Please feel free to contact us. We’ll be happy to help you further.
Phone: +31 (0)85 3032673
E-mail: info@specialspex.com