Exchanges, returns and refunds

Exchanges, returns and refunds

At Óptica Palmanova (trade name of Marc Capellà Troyano, with NIF 35006995Y and registered address at Avenida de la Playa 12, 07181 Palmanova, Calvià, Illes Balears) we want your purchase to be simple and secure. On this page we explain your rights as a consumer when you buy at a distance at opticapalmanova.com, how to handle an exchange or a return, the refund periods and the legal exceptions that apply to certain products (especially contact lenses, solutions and custom prescription glasses).

As an authorised optical health establishment (health authorisation no. 0407001226 from the Consejería de Sanidad del Govern de les Illes Balears), some of our products are medical devices and are subject to specific hygiene and customisation rules that we detail below.

1. Two different situations: withdrawal and defective product

It is important not to confuse two different rights, because their time limits, conditions and consequences are not the same:

  • Right of withdrawal (return without cause): you may return a product bought at a distance without having to justify the reason within a legal time limit, simply because you have changed your mind. It is governed by articles 102 et seq. of Real Decreto Legislativo 1/2007 (TRLGDCU).
  • Legal guarantee of conformity (defective or non-conforming product): if the product arrives defective, damaged, incomplete or does not match what you purchased, you are entitled to its repair, replacement, price reduction or refund, at no cost to you. It is governed by articles 114 et seq. of the TRLGDCU, as amended by Ley 7/2021. You will find the details on our Warranty page.

This page focuses mainly on the right of withdrawal, but we also tell you how to proceed if your product has a defect.

2. Right of withdrawal: 14 calendar days

If you have purchased from our online shop, you have 14 calendar days to withdraw from the contract without having to justify your decision or bear any penalty (article 104 of the TRLGDCU).

Important: the legal withdrawal period in distance selling is 14 calendar days, never 7 days. This is a legal minimum that no business may reduce; any information indicating a shorter period is incorrect and is not valid against the consumer.

2.1. How the period is counted

  • The 14-calendar-day period starts to run on the day when you (or a third party indicated by you, other than the carrier) acquire physical possession of the product.
  • If, within the same order, you receive several products separately, the period starts on the day you receive the last of them.
  • If we have not informed you of your right of withdrawal, the period is extended by up to an additional 12 months, in accordance with article 105 of the TRLGDCU.

2.2. How to exercise withdrawal

To withdraw, you simply need to notify us of your decision unequivocally before the period ends. You can do so:

  • By email to opticapalmanova@gmail.com.
  • By telephone at 971 68 28 02 or via WhatsApp at 633 57 42 25.
  • By post to Óptica Palmanova, Avenida de la Playa 12, 07181 Palmanova, Calvià, Illes Balears.
  • Using the model withdrawal form that we reproduce at the end of this page (its use is optional).

To meet the deadline, it is enough that you send your withdrawal notice before the 14-day period expires. The burden of proving that you exercised your withdrawal lies with you, so we recommend that you keep proof of your notice.

2.3. Returning the product

  • Once you have notified us of the withdrawal, you must return the product to us without undue delay and, in any case, within a maximum period of 14 calendar days from the date you communicated your decision.
  • The product must be returned in good condition, complete, with its original packaging, labels and accessories and, in the case of sealed products, with its hygiene seal intact (see section 4).
  • You will only be liable for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning (article 108.2 of the TRLGDCU). For example, you may try on sunglasses as you would in a physical shop, but not wear them for days.

2.4. Who bears the return costs

  • The direct cost of returning the product (shipping it back to us) is at your expense, unless it is a defective or non-conforming product, in which case we bear it.
  • As a free alternative, you may return the product in person at our shop in Calvià (Avenida de la Playa 12, Palmanova), with no shipping cost.
  • Indicative cost of return shipping by carrier: at the customer's expense, approximately 6,95 € from anywhere in Spain (in-store drop-off is always free).

3. Refund: amount and 14-day period

When you validly exercise your right of withdrawal, we will refund all payments received, including the standard delivery costs of the initial order (with the exception indicated below), without undue delay and, in any case, before 14 calendar days have elapsed from the date you communicated your decision to us (article 107 of the TRLGDCU).

  • The refund will be made using the same means of payment that you used for the purchase, unless you expressly agree to another means; in no case will it entail any additional cost for you.
  • We may withhold the refund until we have received the returned product, or until you provide proof of its return, whichever condition is met first.
  • If you chose a more expensive delivery method than the cheapest standard option we offer, we are not obliged to refund the additional costs of that method.

4. Exceptions to the right of withdrawal (medical devices and hygiene)

By their nature, certain products cannot be returned under the right of withdrawal. These exceptions are provided for in article 103 of the TRLGDCU and are particularly relevant at an optician's:

4.1. Sealed products that are not suitable for return for health or hygiene reasons (art. 103.e)

You will not be able to withdraw from sealed products that are not suitable for return for reasons of health protection or hygiene once the seal has been opened after delivery. At our optician's, this includes, in particular:

  • Contact lenses that have been opened, unsealed or handled, because of direct contact with the eye. Withdrawal is only accepted if the blisters or containers remain closed and with their seal intact.
  • Maintenance solutions and fluids (all-in-one solutions, saline, peroxides, drops, etc.) that have been opened or unsealed. Withdrawal is only accepted if the container remains closed and unopened.
  • Other sealed eye-hygiene products once opened.

4.2. Customised or made-to-measure products (art. 103.c)

You will not be able to withdraw from products made according to your specifications or clearly personalised. This is the case of prescription glasses and ophthalmic lenses mounted according to your prescription, which are custom-made medical devices (RD 1591/2009) manufactured specifically for you.

For this reason, and because they are medical devices requiring a professional eye examination, prescription glasses are not sold online: they are made up solely by in-person appointment at our Calvià shop, following an eye examination carried out by a registered optician-optometrist (Col·legi Oficial d'Òptics Optometristes de les Illes Balears – COOIB, membership no. 22221). These orders are governed by the conditions agreed in the shop and not by the distance-selling regime.

4.3. What is eligible for withdrawal

Except for the exceptions above, you can indeed withdraw, within the 14-day period and under the conditions described, from products such as non-prescription sunglasses, accessories (cases, cords, sealed cleaning fluids), and contact lenses and solutions that keep their seal intact.

5. Product exchanges

If you wish to exchange one product for another (for example, a different size, colour or model of sunglasses or accessory), contact us at opticapalmanova@gmail.com or at 971 68 28 02. Exchanges are subject to the same condition and hygiene requirements as returns: the product must be unused, complete and with its seal intact where applicable. Products excluded from withdrawal (section 4) likewise cannot be exchanged except in the event of a lack of conformity.

6. Return for a defective or non-conforming product (legal guarantee)

If the product arrives defective, damaged, incomplete or does not match what you purchased, this is not a withdrawal but the exercise of the legal guarantee of conformity. In this case:

  • The legal guarantee of conformity is 3 years from delivery for products purchased on or after 1 January 2022 (Ley 7/2021), and not 2 years.
  • You are entitled to repair, replacement, price reduction or termination of the contract with a refund, as appropriate, at no cost to you, including the return shipping costs.
  • To start the process, contact us describing the problem and, if possible, attaching photographs and the order number.

See the details on our Warranty page.

7. Shipping and in-store collection

  • We ship throughout Mallorca.
  • We offer free collection at our shop in Calvià (Avenida de la Playa 12, Palmanova).
  • Carrier, delivery times and shipping costs: transport agency designated by Óptica Palmanova; standard delivery in 2-5 business days from 6,95 € throughout Spain, local delivery in Palmanova for 2,00 € and in the rest of the municipality of Calvià for 3,00 € (free in both cases from 24 €, with a minimum order of 12 €).

8. Complaints and dispute resolution

If you are not satisfied with how your return or refund has been handled, you may file a complaint by contacting us at opticapalmanova@gmail.com or at 971 68 28 02. We will deal with your request as quickly as possible.

  • You have at your disposal official complaint forms of the Autonomous Community of les Illes Balears, both at our physical establishment and through the competent consumer services.
  • You may likewise turn to the Junta Arbitral de Consum and the Direcció General de Consum del Govern de les Illes Balears as out-of-court means of resolving consumer disputes.
  • As a consumer, you may bring a claim before the courts of your own domicile; no jurisdiction other than the one recognised to you by law is imposed on you.

9. Model withdrawal form

You may use this model (Annex B of Real Decreto Legislativo 1/2007) to exercise your right of withdrawal, although its use is optional:

  • For the attention of Óptica Palmanova – Marc Capellà Troyano, NIF 35006995Y, Avenida de la Playa 12, 07181 Palmanova, Calvià, Illes Balears. Email: opticapalmanova@gmail.com.
  • I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
  • 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.

Last updated: 20 October 2026