Refund policy
Last updated: 7 August 2026
This notice supplements the Terms of service and explains how to exercise withdrawal, cancellation, returns and refunds on www.eyesonoff.com.
1. Right of withdrawal (14 days)
If you are a consumer, you may withdraw from the contract within 14 calendar days of delivery, without giving reasons and without penalties, under Articles 52 et seq. of Italian Legislative Decree 206/2005 and Directive (EU) 2023/2673 (online withdrawal function from 19 June 2026).
The period starts on the day you (or a third party you designate, other than the courier) take physical possession of the goods; for multiple goods delivered separately, from receipt of the last good; for lots or multiple pieces, from receipt of the last piece.
2. How to cancel, withdraw or return yourself
Cancellations, withdrawals and returns are managed from the Customer account, Orders section, including via the links in order-confirmation emails.
If you cannot complete the process from your account, contact customer service at info@eyesonoff.com (order number, first and last name): we will help you.
2.1 Order just placed (not yet shipped) — Cancel order
Go to Customer account → Orders → open the order and use the option to cancel / request cancellation, if still available. The refund is processed on the same payment method, according to the payment network timelines.
2.2 After delivery (within 14 days) — Return / withdrawal
- Sign in to your customer account (or use the order-management link received by email).
- Open Orders and select the order.
- Start the return / withdrawal request and follow the online steps.
- Confirm the request: you will receive a confirmation email with instructions (return label/address, if provided).
2.3 Customer service
If the option does not appear, the order cannot be managed from your account, or you need help, email info@eyesonoff.com. You may also use the model withdrawal form (section 11): it is not required if you complete the online process or send an unequivocal statement by email.
3. Who may withdraw
Only natural persons buying for non-professional purposes. Resellers, companies and VAT holders buying for professional purposes are excluded.
4. Excluded products / cases
- Products customised on specific request (Art. 59 Consumer Code);
- other cases in Art. 59 (e.g. sealed goods opened that cannot be returned for hygiene reasons, where applicable);
- non-consumer purchases.
The legal right of withdrawal still applies to promotional or sale items if you are a consumer and meet the return conditions.
5. Conditions for accepting a return
- Products intact, unused beyond what is needed to establish nature, characteristics and functioning;
- complete with original packaging, labels and accessories (including temple magnets and silicone inserts supplied);
- not damaged by improper use, perfumes/creams that alter finishes, or tampering;
- order number or order confirmation included in the parcel.
If handling goes beyond a normal check and reduces the value of the goods, we may withhold a proportionate amount (Art. 57 Consumer Code).
6. Return shipment
Send the products back within 14 days of communicating withdrawal, with tracked shipping. Return shipping costs are paid by you, unless a promotion or a legal obligation says otherwise.
Return address (unless customer service instructs otherwise):
EyesOnOff S.R.L.
Via Camposampiero 173
00191 Rome, RM
Italy
EyesOnOff is not responsible for return parcels lost or damaged if they are not tracked / insured.
7. Refunds
We refund amounts due within 14 days of the day we are informed of the decision to withdraw. We may withhold the refund until we receive the goods or until you prove you have sent them, whichever is earlier.
The refund is made with the same payment method used for the purchase, unless you expressly agree otherwise, with no extra cost arising from the refund.
In line with the Consumer Code, on withdrawal we refund the payment received, including standard delivery charges (not any extra cost if you chose a delivery other than the least expensive option we offered). Return shipping remains your cost, unless otherwise stated.
8. Partial withdrawal
You may withdraw from only some products in a multi-item order. The refund covers the returned products and, if applicable, a proportionate share of standard delivery costs under the legal criteria.
9. Defects, damage and warranty
Promptly report defective, damaged-on-delivery or non-conforming products to info@eyesonoff.com, with photos and the order number. The legal conformity warranty applies (consumers: 24 months; report within 2 months of discovery). In these cases return shipping for restoration may follow warranty rules, not the “change of mind” withdrawal rules.
10. Exchanges
Product exchanges (model/colour) are not automatic: contact customer service. They may require a return plus a new order, subject to availability.
For a product exchange, shipping is paid by the customer.
11. Model withdrawal form (optional)
(Complete and send only if you wish to use the model form — Annex I, Part B, Consumer Code)
To:
EyesOnOff S.R.L.
Via Camposampiero 173
00191 Rome, RM, Italy
info@eyesonoff.com
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*)
— Ordered on (*)/received on (*)
— Name of consumer(s)
— Address of consumer(s)
— Signature of consumer(s) (only if this form is notified on paper)
— Date
(*) Delete as appropriate.
12. Contact
EyesOnOff S.R.L. — info@eyesonoff.com
Phone: +39 3517603734
Registered office: Via di Grottarossa, 1274 - 00189 Rome (RM)
Showroom / return address: Via Camposampiero 173, 00191 Rome, RM, Italy
