Terms of service
Our Return Policy
In accordance with the Consumer Rights Directive 2011/83/EU, the consumer has the right to withdraw from the sales contract within 14 days following the date of receipt of the order. The refund takes place within and no later than 14 days.
For this purpose, the customer has the right to return the goods purchased as long as they notify Zadalux within 14 days of receipt of the order. The customer is obliged to return the goods within another 14 days from the date of the return notification.
In the event that the customer has received the goods before cancelling the contract, Zadalux must be notified of the withdrawal intention, and the customer is obliged to return the goods to the specified return address at their own expense and risk. In the event that the customer cancels the contract when the purchased goods have already been prepared for delivery, the customer is obliged not to remove the goods from the original packaging and to return the goods to the return address as soon as possible.
Following the withdrawal notice, any amount charged to the customer will be refunded by Zadalux to their account as soon as possible and in any case within 14 days, provided that the goods in question have been returned by the customer and received by Zadalux in the original delivery conditions, in accordance with our return terms. If the customer does not return the received goods or does not pay the delivery cost, we may deduct from the amount refunded to the customer the direct costs arising from such wrongful behavior.
If the goods are not returned in the condition they were delivered, Zadalux reserves the right to charge the customer the cost of repairing the product.
To withdraw from the contract, the customer must notify Zadalux in writing or via email. We advise customers to return the goods using the protective packaging they were received in because, in case of damage during transport, the responsibility to make a claim with the return courier lies entirely with the customer. We reserve the right to return defective products that have been damaged in transit to the customers. The products must also be returned entirely, including, for example, cases, containers, the warranty, the microfiber cloth, and any branded tags. We strongly recommend not returning products in padded shipping envelopes.
If the "in-store pickup" method is used, the return policy does not apply, and the return is not permitted.
All goods must be returned in compliance with our return policy.
Shipping costs, where applied, are not refunded.
If you need help with your frame or to make a return, please contact us by phone or email.
Products that are returned must never have been worn and must include all supplied accessories, including the tag.
We can only offer refunds for products that still have the label attached.
We CANNOT offer refunds for glasses without the recognition tag.
We CANNOT offer refunds for glasses where prescription lenses have been applied as they fall under personalized or custom goods.
For all shipments sent to countries that do not belong to the European Union, transport costs are exempt from VAT as customs duties are the responsibility of the recipient and never included in the shipping cost.
Please send your return to: Zadalux, Via dell'Artigianato, 5 Casalserugo, Padova 35020 Italy