Refund policy
RETURNS POLICY — VisionOttica Infinity
We accept returns within 30 days from the date the customer physically receives the order, whether delivered to the specified address or collected in store.
"Orders placed online with in-store collection are considered distance contracts. The withdrawal and return period begins from the day the item is collected in store."
Return shipping is free of charge and all return costs are entirely covered by Infinity Vision S.a.s.
To be eligible for a return, the item must be in the same condition as received — unworn and unused, with all tags attached and in its original packaging. You will also need the receipt or proof of purchase.
RETURN FORM You can download and complete the Return and Refund Form to request a return within 30 days of purchase. The completed and signed form must be included in the parcel and also sent via WhatsApp to 328 898 9320.
Alternatively, you can request a return directly from your customer account under the Orders section, without needing to complete the form.
If the return is accepted, we will send you a return shipping label and instructions on how and where to send the package. Items sent back without a prior return request will not be accepted. For any questions about returns, contact us at any time at info@infinityvision.it.
Right of Withdrawal pursuant to Legislative Decree 206/2005
1. Introduction — This document governs the right of withdrawal granted to the consumer pursuant to Legislative Decree 6 September 2005, no. 206 ("Consumer Code"), as amended. This right applies to contracts concluded at a distance or off-premises.
2. Eligible Parties — The right of withdrawal is granted exclusively to the consumer, defined as a natural person acting for purposes unrelated to any business, commercial, craft or professional activity.
3. Withdrawal Period — The consumer has the right to withdraw within 14 days from the day the consumer or a designated third party (other than the carrier) takes physical possession of the goods; or, for services, from the day the contract is concluded.
4. How to Exercise the Right of Withdrawal — Send an explicit statement (e.g. by post, fax or email) to: Infinity Vision s.a.s., Via Passanti 24/26, 84018 Scafati (SA) — email: info@infinityvision.it. The model withdrawal form in Annex I, Part B of Legislative Decree 206/2005 may be used, though it is not mandatory. Alternatively, initiate a return or cancellation directly from your customer account.
5. Effects of Withdrawal — Upon withdrawal, the consumer is entitled to a full refund of all payments made, including standard delivery costs (excluding additional costs for non-standard delivery options), without undue delay and within 14 days of the seller being informed. The refund will be made using the same payment method as the original transaction.
6. Return of Goods — The consumer must return the goods within 14 days of communicating the decision to withdraw. Return shipping costs are borne by Infinity Vision s.a.s.
7. Exceptions to the Right of Withdrawal — Pursuant to Art. 59 of Legislative Decree 206/2005, the right of withdrawal does not apply to: goods made to measure or clearly personalised; goods liable to deteriorate or expire rapidly; sealed goods unsuitable for return for hygiene or health protection reasons that have been unsealed after delivery; sealed audio/video recordings or software unsealed after delivery; newspapers, periodicals or magazines (except subscription contracts).
8. Seller's Obligations — The seller must provide the consumer with clear and comprehensible information on the conditions, terms and procedures for exercising the right of withdrawal before the contract is concluded, in accordance with Articles 49 et seq. of Legislative Decree 206/2005.
9. Updates — This policy may be subject to changes or updates in accordance with applicable regulations. Any changes will be communicated via publication on the website or other appropriate channels.
Damages and Issues Inspect your order upon receipt and contact us immediately if the item is defective, damaged or incorrect. All our shipments are video-recorded to ensure full transparency. All eyewear is shipped with a security seal on the temple or bridge — remove the seal only if you do not intend to return the item. Accept the package only if externally INTACT; otherwise, refuse delivery so it is returned to sender. Once you have accepted an intact package:
- Check that the product matches the description.
- Measure the glasses multiple times and in different lighting conditions to determine whether they are too large or small, WITHOUT removing the seal.
- Check that the glasses fully meet your UV protection needs.
- Only cut the seal when you are certain the product fully meets your expectations.
In case of return, ship the glasses intact with all accessories and in the original packaging, with the seal still intact — in this case a full refund including return shipping costs will be applied.
Items returned without the authenticity seal or showing signs of use will be subject to an assessment of any reduction in value. The refund amount may be reduced only to the extent corresponding to the loss of value actually ascertained, pursuant to Art. 57 of the Consumer Code.
EU online dispute resolution: https://ec.europa.eu/consumers/odr/ National ADR bodies: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.adr.show
Exceptions / Non-returnable items Certain types of items cannot be returned, such as perishable goods (e.g. food, flowers or plants), custom-made or personalised items (e.g. special orders), and personal care products (e.g. beauty products). We also do not accept returns of hazardous materials, flammable liquids or gases. Contact us for questions about specific items.
Exchanges For exchanges, contact us and we will find the best solution.
14-Day EU Cooling-Off Period If goods are shipped within the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. The item must be in the same condition as received — unworn and unused, with all tags and original packaging. Proof of purchase is required.
Refunds Once we have received and inspected your return, we will notify you whether the refund has been approved. If approved, you will automatically receive a refund within 14 calendar days via your original payment method, including any original shipping costs paid at the time of purchase. Please allow time for your bank or card issuer to process the refund. If more than 15 business days have passed since approval, contact us at info@infinityvision.it.
