Refund policy
Returns and Refunds Policy
Ottica Mineo & Mineo s.a.s. di Alessandro Mineo (Tax Code and VAT No. IT05188490824), with registered office at Via Emerico Amari 50, 90139 Palermo (PA), Italy, sells exclusively original products covered by the warranties provided under applicable law.
Return Processing Address
All returns are processed at the following address:
Ottica Mineo & Mineo s.a.s. di Alessandro Mineo
Via Emerico Amari 50
90139 Palermo (PA)
Italy
Customers must not return products independently without first contacting our Customer Service team and receiving the relevant instructions.
Countries Covered by the Return Service
The return service described in this policy is available for orders delivered to the following countries:
- Italy
- Belgium
- Denmark
- Estonia
- Finland
- France
- Greece
- Lithuania
- Luxembourg
- Malta
- Netherlands
- Romania
- Slovakia
- Slovenia
- Hungary
Return Costs
Returns are free of charge for orders delivered to the countries listed above, subject to the conditions set out in this policy.
Collection is arranged by Ottica Mineo through an appointed courier, at no additional cost to the customer.
Free returns do not apply where the product is returned without prior authorisation, using methods other than those communicated by Customer Service, or where the product has been used, damaged or returned incomplete for reasons attributable to the customer.
Time Limit for Requesting a Return
The customer may request the return of a product within 30 days from the order delivery date.
Return requests are normally processed within 1 business day of receipt of the communication, except during public holidays or in exceptional circumstances.
Condition of Returned Products
To be accepted, the product must be returned:
- intact and unused;
- free from damage, scratches, alterations or signs of wear;
- complete with its original packaging, where applicable;
- complete with case, cleaning cloth, certificates, manuals, accessories and any complimentary items received;
- complete with any labels and security seals originally attached.
The customer is responsible for any reduction in the value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and proper functioning.
If the returned product is incomplete, used or damaged, Ottica Mineo may reduce the refund in proportion to the reduction in value identified, within the limits permitted by applicable law.
How to Request a Return
To request a return, the customer must contact Customer Service at info@otticamineo.com, providing:
- the purchaser’s full name;
- the order number;
- the product to be returned;
- a description of any issue identified, where applicable.
Alternatively, where available, the customer may submit the request through their personal account area on the Site.
After receiving the request, Ottica Mineo will provide instructions by email for preparing the parcel and will arrange collection by courier.
The product must be properly packaged to prevent damage during transport.
Refund Timeframes and Methods
The refund will be issued without undue delay and, in any event, within 14 days from the date on which Ottica Mineo is informed of the customer’s decision to withdraw.
The refund may be withheld until the returned goods are received or until the customer provides proof that the product has been handed over to the appointed courier, whichever occurs first.
The refund will be issued using the same payment method used for the purchase, unless otherwise expressly agreed between the parties.
The time required for the amount to become available in the customer’s account may vary depending on the payment method, banking institution or payment service provider used.
Statutory Right of Withdrawal
If the customer acts as a consumer, they have the right to withdraw from the contract within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which the customer, or a third party designated by the customer other than the carrier, acquires physical possession of the goods.
Where a single order contains multiple goods delivered separately, the withdrawal period begins on the day on which the customer acquires physical possession of the last item.
How to Exercise the Right of Withdrawal
To exercise the right of withdrawal, the customer must clearly communicate their decision to withdraw from the contract by writing to info@otticamineo.com and providing the order number.
The customer may also use the standard withdrawal form included in the General Terms and Conditions of Purchase, although this is not mandatory.
Effects of Withdrawal
If the right of withdrawal is exercised within the statutory 14-day period, all payments received from the customer will be refunded, including any initial standard delivery charges.
Any additional costs resulting from the customer’s choice of a delivery method other than the standard delivery method offered by the Seller will not be refunded.
If the withdrawal concerns only some of the products included in the same order, the initial delivery charges will not be refunded where those charges would still have been incurred for the products that are not returned.
Extended 30-Day Right of Return
In addition to the statutory right of withdrawal, Ottica Mineo grants the customer an extended period of 30 days from delivery to request the return of products.
If the return is requested after the statutory 14-day period has expired but within the extended 30-day period, only the price paid for the returned products will be refunded.
Returns remain free of charge during the extended period, and collection will be arranged by Ottica Mineo through a courier, provided that all conditions set out in this policy are met.
Products Excluded from the Right of Withdrawal
Except in cases of defects or non-conformity, the right of withdrawal does not apply to products made to measure or clearly personalised according to the customer’s instructions, including, by way of example, prescription glasses or other products configured with specific features requested by the customer.
Any exclusion from the right of withdrawal will be clearly communicated to the customer before the purchase is completed.
Defective, Damaged or Non-Conforming Products
If the product is defective, damaged during transport or does not conform to what was ordered, the customer may contact Customer Service at info@otticamineo.com, providing:
- the order number;
- the product concerned;
- a description of the defect or issue;
- photographs of the product and packaging, where possible.
Photographs allow the request to be assessed more quickly, but do not limit the rights granted to the consumer under applicable law.
After examining the product and the available documentation, Ottica Mineo will inform the customer of the applicable options for replacement, repair, price reduction or refund under the legal guarantee of conformity.
Where a defect or lack of conformity is confirmed, all costs necessary for the collection and handling of the product will be borne by Ottica Mineo.
Legal Guarantee of Conformity
All new products sold to consumers are covered by the legal guarantee of conformity provided for by the Italian Consumer Code.
The legal guarantee is valid for two years from the delivery of the product and protects the consumer in the cases and under the conditions established by applicable law.
All rights and remedies granted to consumers under applicable law remain unaffected.
Contact Details
For any information concerning returns, replacements, defective products or refunds, please contact our Customer Service team.
Ottica Mineo & Mineo s.a.s. di Alessandro Mineo
Tax Code and VAT No. IT05188490824 – REA PA-240261
Via Emerico Amari 50
90139 Palermo (PA)
Italy
Email: info@otticamineo.com
Telephone: +39 378 407 5224