Refund & Return Policy
We want you to love your Madera sunglasses. This policy explains your rights and the conditions for returns and refunds. Nothing here limits the mandatory consumer rights you have under EU law.
Right of withdrawal (14 days)
Under the EU Consumer Rights Directive (2011/83/EU), consumers have the right to withdraw from a purchase within 14 days of receiving the goods, without giving any reason. In line with Directive (EU) 2023/2673 (applicable from 19 June 2026), we provide an easy online withdrawal function: notify us through the withdrawal option on our website or by email at [SUPPORT EMAIL]. Withdrawing is never more complicated than ordering.
Effects of withdrawal
- We may withhold reimbursement until we have received the goods back, or until you provide proof that you have sent them.
- Refunds are issued to the original payment method at no extra fee.
- Return shipping costs are borne by the customer, unless the item is faulty or not as described.
- You are liable for any diminished value resulting from handling beyond what is necessary. Sunglasses returned scratched, worn, or without their original case/packaging may receive a reduced refund.
Return conditions
Items must be returned within 14 days, unused and in original condition, complete with the original case and packaging. We recommend a tracked return service; we cannot be held responsible for return parcels lost on their way back to us.
Faulty or incorrect items
If your item is defective, damaged on arrival, or not what you ordered, contact [SUPPORT EMAIL] within 14 days with your order number and photos. We will arrange a free replacement or full refund as required by law (Directive (EU) 2019/771).
Lost, stolen, or damaged in transit
If you selected Insured Shipping, parcels confirmed lost or stolen in transit, or arriving damaged, are fully covered: we will replace or refund after verification. With Standard Shipping (no insurance) we will still assist you and assess each case, but resolution may be slower and a replacement is not guaranteed beyond your mandatory statutory rights. We strongly recommend Insured Shipping.
Non-delivery due to customer error
We do not refund or replace orders that fail to be delivered because of an incorrect, incomplete, or outdated shipping address, a refused delivery, or repeated failure to collect the parcel, where the fault lies with the customer.
Abuse prevention
We reserve the right to refuse returns showing signs of misuse, or to limit service to customers with a pattern of excessive or abusive returns or fraudulent chargebacks, to the extent permitted by law.
Refund timing
Approved refunds are processed within 14 days and typically appear within 5–10 business days depending on your provider. Questions? Email [SUPPORT EMAIL].