Returns and guarantees

Cancellations

The customer may exercise their right of withdrawal for cancellation within the legally established period from the receipt of the order, except in those cases where the applicable regulations provide for exceptions.

To request the cancellation of an order, the customer must notify DOMANCI by email at info@domanci.com, indicating the order number and the details necessary to identify the purchase.

If the order has not yet been prepared or shipped, DOMANCI will attempt to process the cancellation before dispatch. If the order has already been prepared or shipped, the request may be processed as a return, in accordance with the conditions set out in this policy.

In the event of an accepted cancellation, DOMANCI will proceed to refund the corresponding amount using the same payment method used by the customer at the time of purchase, unless another method is expressly agreed upon.

The refund process may take up to 14 calendar days from the acceptance of the cancellation or, where applicable, from the receipt and verification of the returned product.

Exceptions to the Right of Withdrawal

In accordance with the applicable regulations on consumers and users, certain products may be excluded from the right of withdrawal.

In particular, cancellations and returns by withdrawal will not be accepted for products made to the customer's specifications or clearly personalised.

In the case of glasses with prescription lenses, prescription lenses, toric contact lenses, multifocal lenses or other optical products personalised or adapted to the specific needs of the customer, the right of withdrawal may not be applicable.

For returns of glasses with prescription lenses, where a return is legally applicable, DOMANCI may refund only the amount corresponding to the frame, with the amount for the prescription lenses excluded if these have been personalised for the customer.

DOMANCI will refund or replace personalised products, prescription lenses or toric or multifocal contact lenses when the product is defective, incorrect, or there is a lack of conformity attributable to DOMANCI or the manufacturer.

Special Christmas Conditions

DOMANCI may extend the return period during special campaigns, such as Christmas, Black Friday or other promotional periods.

If a special extension of the return period is applied, this condition will be expressly indicated on the website, on the product page, during the purchase process or through a specific commercial communication.

If no special condition is expressly indicated, the general return period set out in this policy and in the applicable regulations will apply.

Returns

If the customer is not satisfied with the products purchased from DOMANCI, they may request a return within the legally established period from the receipt of the order, provided the product meets the conditions set out in this policy.

To request a return, the customer must first contact DOMANCI by email at info@domanci.com, indicating the order number, the product they wish to return and the reason for the return.

Returns sent without prior communication, without authorisation or to an address other than that indicated by DOMANCI for each case will not be accepted.

The return period will be calculated from the receipt of the order by the customer until the moment the customer communicates their decision to return the product and, where applicable, deposits the package with the courier within the applicable period.

Conditions That Returned Products Must Meet

For a return to be accepted, the product must be in perfect condition, unused, clean, complete and free from signs of improper handling.

The product must be returned with all its accessories, packaging, labels, cases, brand case, original documentation and any other item included in the order.

Exchanges and returns of used, scratched, damaged, incomplete, tampered or otherwise unsaleable products will not be accepted, except in the case of a defect, shipping error or legally recognised lack of conformity.

In the case of glasses, returns of frames or lenses showing scratches, breakage, deformation, wear, signs of use or damage resulting from incorrect handling will not be accepted.

For reasons of health protection and hygiene, the return of certain unsealed or used products will not be accepted where this exception is legally applicable.

Return Costs

Unless the product is defective, incorrect or there is an incident attributable to DOMANCI, the shipping costs arising from the return will be the responsibility of the customer.

The customer must send the products suitably protected and packaged to avoid damage during transport.

DOMANCI will not be responsible for damages, losses or incidents occurring during the transport of a return managed directly by the customer.

Returns with freight collect will not be accepted, unless expressly and previously authorised by DOMANCI by email.

If DOMANCI receives a package with transport, customs or other costs not previously authorised, it may refuse to accept the package or deduct such costs from the amount to be refunded, where legally applicable.

Return Refunds

Once the returned product has been received, DOMANCI will verify its condition and confirm that it meets the return conditions set out in this policy.

If the return is accepted, DOMANCI will proceed to refund the amount corresponding to the returned product.

Unless otherwise required by law, shipping costs, cash on delivery surcharges, customs fees or other services already rendered will not be refunded.

The refund will generally be made using the same payment method used by the customer at the time of purchase.

In the case of payments made by cash on delivery, if this method is available, the refund may be made by bank transfer to the account indicated by the customer.

The refund process may take up to 14 calendar days from the receipt of the returned product and the verification of its condition.

Product Exchanges

If the customer wishes to exchange a product, they must first contact DOMANCI by email at info@domanci.com.

Unless DOMANCI expressly indicates another procedure, to carry out an exchange the customer must return the original product in accordance with this policy and place a new order for the desired product.

Products subject to exchange must meet the same conditions required for returns.

Damaged, Defective or Incorrect Product

If the customer receives a damaged, defective or incorrect product, they must notify DOMANCI as soon as possible by email at info@domanci.com.

In order to handle the incident correctly, the customer must indicate the order number, describe the incident and provide photographs of the product, the packaging and any visible damage.

It is recommended to report any visible incident within a maximum of 48 hours of receiving the product, especially when the damage may be related to transport.

If the incident is attributable to DOMANCI, the manufacturer or transport managed by DOMANCI, the appropriate action will be taken, including replacement, repair, collection, re-shipment or refund, at no additional cost to the customer.

Returns from the Canary Islands, Ceuta, Melilla and Countries Outside the European Union

For returns from the Canary Islands, Ceuta, Melilla or countries not belonging to the European Union, customs fees, taxes, duties or other costs associated with the return of the package may be incurred.

Unless the return is due to an error attributable to DOMANCI or a defective product, such costs will be the responsibility of the customer.

DOMANCI will not accept returns with customs costs, freight charges, taxes or additional charges not previously authorised by email.

Shipping Address for Returns

Unless DOMANCI expressly indicates another address or procedure, products subject to return must be sent to:

DOMANCI - Returns
C/ Madrid, 49
03140 Guardamar del Segura
Alicante (Spain)

This address is exclusively the address designated for the receipt of returns, exchanges and warranties. It is different from the registered office of JUFERTIMA ÓPTICAS S.L.

Before sending any product, the customer must first contact DOMANCI by email at info@domanci.com to receive the corresponding instructions.

Product Warranty

All products sold by DOMANCI are covered by the applicable legal warranty in accordance with the regulations in force.

In the case of glasses, frames, lenses or other optical products, the warranty covers manufacturing defects or lack of conformity existing at the time of delivery, under the terms provided by law.

For purchases made from 1 January 2022, new products carry a legal warranty of three years, unless the applicable regulations establish a different period for certain products or circumstances.

The warranty does not cover damage caused by misuse, impacts, falls, accidental breakage, incorrect handling, normal wear and tear, lack of maintenance, exposure to excessive heat, humidity, chemical products or other unsuitable conditions.

The warranty also does not cover repairs, modifications or alterations carried out by unauthorised third parties, nor damage resulting from use contrary to the manufacturer's instructions or the nature of the product.

Warranty Processing

To make use of the warranty, the customer must contact DOMANCI by email at info@domanci.com, indicating the order number, a detailed description of the incident and clear photographs of the defect or problem detected.

DOMANCI will carry out a preliminary assessment of the incident based on the information provided by the customer.

Once the request has been reviewed, DOMANCI will respond as soon as possible to inform the customer of the next steps, which may include collection of the product, shipment of the product to the indicated address, repair, replacement, refund or a reasoned rejection of the warranty claim if it is not applicable.

If the product must be sent for inspection, the relevant department will assess the condition of the product and inform the customer of the resolution of the incident and, where applicable, the approximate timeframe for repair or replacement.

If the warranty is applicable, DOMANCI will cover the costs necessary for the repair, replacement or corresponding solution, in accordance with the regulations in force.

Shipping Address for Warranty Claims

Unless DOMANCI expressly indicates another address or procedure, products related to warranty claims must be sent to:

DOMANCI - Warranty
C/ Madrid, 49
03140 Guardamar del Segura
Alicante (Spain)

This address is exclusively the address designated for the receipt of products related to warranty claims. It is different from the registered office of VELADE YACHTS SL.

Before sending any product under warranty, the customer must first contact DOMANCI by email at info@domanci.com.

Contact for Cancellations, Returns and Warranty Claims

For any matter related to cancellations, returns, exchanges or warranty claims, the customer may contact DOMANCI by:

Email: info@domanci.com
Address for returns and warranty claims:
DOMANCI
C/ Madrid, 49
03140 Guardamar del Segura
Alicante (Spain)