Refund policy

Returns, exchanges and refunds

If you have changed your mind or would like a different model, no problem: you can request a return or exchange within 14 days of receiving your order. On this page you will find the conditions, costs and steps to follow for a fast and easy process.

14 days from delivery Refund after warehouse inspection GLS pickup available
Easy return within 14 days of delivery

Overview

Return or exchange

Available within 14 days of receiving the product.

Conditions

The product must be intact, in its original packaging and with the red warranty tag uncut.

Return delivery

You can ship the parcel independently or book a pickup: in Italy the service is available for € 8.00.

Product conditions for return approval

Try them as you would in store, but return them “as new”

It is completely normal to try on a pair of glasses to check the fit, comfort and visibility. However, in order for the return to be approved, the item must come back without damage, without clear signs of use and in a condition suitable for resale.

All returns are carefully inspected by our warehouse. If the product arrives damaged or in unsuitable condition, a refund may not be possible and the item may have to be sent back to the sender.

Original packaging + red warranty tag

Items must be returned in their original packaging, including any accessories supplied at the time of delivery. It is essential that the red warranty tag / seal is present and still attached to the glasses exactly as it was in the original packaging.

Please note: if the tag / seal is cut, the right of withdrawal no longer applies, even if it is later reattached using tape, glue, heat or any other method.

Example of Demon return and exchange: intact product with original packaging All shipments are trackable with express courier.

How to make a return or exchange

Making a return or exchange with us is simple: we guide you step by step and you can choose whether to ship the parcel independently or book a courier pickup.

  1. Contact us to communicate your wish to withdraw from the purchase or request an exchange.
    Available channels: website chat, email info@demonocchiali.it, phone 0445 315537.
  2. Choose how to send the parcel back: you can ship it with a courier of your choice or request our scheduled pickup service. Details are available below.
  3. Pack the parcel carefully: use the original box where possible and protect the content well. Include everything that was supplied at delivery, including packaging and accessories.
    Practical tip: add some protective padding to prevent impacts during transport.
  4. Wait for the parcel to arrive at our warehouse.
    In case of a return, we will issue the refund after inspection. In case of an exchange, let us know the model and colour you would like and we will proceed with the new shipment.

Costs, courier pickup and independent shipping

Independent shipping

You are free to choose the courier you prefer. We recommend using a tracked shipment and keeping the proof of dispatch until delivery is confirmed.

Scheduled pickup in Italy

Alternatively, for a cost of € 8.00 — rate valid for Italy — we can arrange a pickup through GLS: choose the day and time slot, morning or afternoon, close the box with adhesive tape and hand it to the courier when they arrive.

Product exchange: the new delivery costs € 8.00, regardless of the product amount.
Exclusions: pickups in restricted traffic areas or remote / difficult delivery areas may require an additional surcharge.

International returns

For shipments and pickups from outside Italy, different rates may apply depending on the country. Contact us before shipping so we can suggest the most efficient solution.

Possibility to exchange or return within 14 days of delivery Making an exchange will be as simple as visiting a store.

Refund: how it works

Once the return arrives at our warehouse, the product is inspected to verify its integrity, condition and the presence of the original packaging and warranty elements. If everything is compliant, we proceed with the refund.

Timing

In case of a return, the refund is initiated on the same day the parcel is received, subject to the technical processing times of the payment method. The time required for the amount to be credited may vary depending on the bank or card provider.

Shipping costs

The shipping costs paid for delivery and return delivery are not refundable, unless otherwise specifically indicated. Return shipping costs are borne by the customer.

Items remain your responsibility until they reach our warehouse: pack them carefully to prevent damage during transport.

Need help before shipping?

Our team is available for questions about returns and exchanges, choosing the replacement model and arranging the pickup method.

Demon support: sales experience and customer care Real and fast support: we guide you through every step.

Right of withdrawal

In accordance with current e-commerce regulations, you may withdraw from your purchase within 14 days of receiving the goods, without penalties and without having to specify the reason, provided that the conditions indicated on this page are respected.

Read the full text

In accordance with the current regulation on e-commerce, the customer may exercise the right of withdrawal by returning the goods received and obtaining a refund of the price paid, except as indicated below. Customers who, for any reason, are not satisfied with their purchase have the right to withdraw from the contract without any penalty and without specifying the reason, within 14 days from the day the purchased goods were received.

Transport costs incurred for the delivery of the product to the customer and for any return delivery to Big Line S.a.s. are not refundable. All transport costs for returning the products are borne by the customer, who shall arrange, directly or through another method, for the goods to be delivered to the seller’s address.

All items must be returned in the same condition in which they were received, with the original packaging and any manuals and/or instruction booklets included in the package and original packaging. Big Line S.a.s. will accept the returned goods subject to verification that the products have been returned in their original condition and with the original packaging. Only in this case will the company refund the amount paid by the customer for the purchase of the products, after deducting shipping costs.

To exercise the right of withdrawal, the customer must contact Big Line through the methods indicated on the contact page of the website.

Returns and exchanges FAQ

Can I try the glasses on?

Yes: you can try them on as you would in a store. However, for the return to be approved, they must come back without damage and without clear signs of use, complete with original packaging and accessories.

What happens if I cut the red warranty tag / seal?

If the warranty tag / seal is cut, the right of withdrawal no longer applies, even if it is reattached afterwards.

How much does courier pickup cost?

In Italy, scheduled pickup is available for € 8.00. For international returns, the rate varies depending on the country. Additional charges may apply for restricted traffic areas and remote / difficult delivery areas.

When will I receive my refund?

After the parcel has been received and inspected at our warehouse, the refund is initiated on the same day of receipt, subject to the technical processing times of the payment method.

For an exchange, how do I choose the new model?

Let us know the model and colour you would like. If there are any price differences or availability issues, we will suggest the fastest solution.