• In accordance with the General Law for the Protection of Consumers and Users (LGCU), when the customer is considered a consumer or user, they will have a period of fourteen (14) calendar days from the date of receipt of the products to exercise their right of withdrawal without having to justify the reasons or pay penalties, except for shipping costs.
Purchases made on or after November 1 will have a return period until January 11, 2026, with the exception of personalized products.
• All items must be returned in the same condition in which they were delivered, with all their packaging and accessories, provided that this allows for all the necessary checks and handling to determine the characteristics and functionality of the products. The Buyer shall be liable for any reduction in the value of the items if they have handled them in a manner other than that necessary to establish the characteristics and functioning of the products they have purchased.
• In general, users and consumers may exercise their right of withdrawal in accordance with the provisions of the LGCU (General Law for the Protection of Consumers and Users) and these General Terms and Conditions of Sale. However, given the characteristics of the products sold by Maxóptica Las Palmas, there are two specific situations that constitute an exception to the right of withdrawal, and therefore, this right cannot be exercised. The legally established exceptions are as follows:
• In accordance with the provisions of Article 103.c) of the LGCU, the return of goods made to the consumer's and user's specifications or clearly personalized will not be accepted. In other words, for example, if you order prescription glasses, non-prescription glasses with blue control filter lenses, or custom-made contact lenses, you will not be able to exercise the right of withdrawal, unless there is an error on the part of Maxóptica Las Palmas. In the latter case, you will not be able to exercise your right of withdrawal for prescription lenses, as they are made for a specific frame in accordance with the customer's specifications.
• Although the law stipulates that goods made to the consumer's specifications or clearly personalized may not be returned, Maxóptica Las Palmas voluntarily grants the customer a satisfaction guarantee, whereby it WILL accept the return of personalized items provided that this is within fourteen (14) calendar days of receipt of the product.
• In accordance with Article 103.e) LGCU, sealed goods that are not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery will also not be accepted for return. Specifically, glasses with META technology (RayBan, OAKLEY, etc.) will not be accepted for return once the original packaging has been unsealed. In other words, and by way of example, when we deliver a product, such as contact lenses that are sealed, they cannot be returned if they are unsealed, for health and hygiene reasons.

• When you purchase a product as a consumer in the optician's (i.e., you are acting outside the scope of a business or professional activity), you are entitled to the warranty of conformity provided for by law for three (3) years from the date of delivery of the product. If the product delivered is defective or does not meet the agreed specifications, we will first offer to repair the defects at no cost to you.
• If such repair is impossible or would involve a disproportionate cost, the product will be replaced with an equivalent product. In the case of prescription glasses, as they are a product made to the customer's specifications, the replacement of glasses whose defects can be remedied is generally considered disproportionate, and the seller therefore reserves the option of repairing these defects or misalignments (by replacing the defective parts of the frame or the affected lenses).
• This warranty covers defects attributable to the design or manufacture of the product, not damage caused by improper use or maintenance, or accidental breakage.
• In the event of a product replacement, we reserve the right to replace it, if the same model is no longer available, with a comparable one (successor model, or from the same series), of the same or higher value.
• If you notice any defects or faults in the product that may be covered by the warranty, please contact the optician where you purchased the glasses so that their professionals can examine the product, determine whether it is covered by the warranty, and, if so, arrange for repair or replacement.
• If you are not satisfied with the solutions we offer, you can fill out an official Complaint Form stating your complaint or request. Your optician will provide you with the Complaint Form according to the model in force in your Autonomous Community, for processing in accordance with consumer regulations. You can also contact the OMIC (Municipal Consumer Information Office) at your local council.

• It is regulated by a European directive on the “Right to Repair”: based on a policy of reuse rather than the manufacture of new consumer products in order to protect the environment.
• The after-sales service is useful for defects arising from improper use or maintenance, or accidental breakage not caused by an original defect in material, design, or manufacture.
• This means that, in the event of a lack of conformity or a repairable defect occurring during the legal warranty period, the optician must give priority to repair over replacement when offering and applying solutions.
• If the optician offers a series of alternatives (of equal or greater value than the replaced item), the requirement should be considered fulfilled. We therefore understand that the optician may select from among the frames that are suitable for the lens in question.
• Repairs have a cost, according to rates, which can be greatly reduced if the buyer has our eyewear insurance coverage.
• Replacement of components: if such a repair is impossible or would be disproportionately expensive (e.g., the repair is more expensive than replacing the product), the product will be replaced with an equivalent one.
• In the case of prescription glasses, as they are a product manufactured to customer specifications, replacing glasses whose defects can be remedied is generally considered disproportionate. Therefore, the seller reserves the right to repair these defects or misalignments (by replacing the defective parts of the frame or the affected lenses).

Maxóptica additional warranty.

For only 19€ you can enjoy:

• Anual eye exam.
• Coverage of 70% of the cost of lenses and 50% of frames purchased in case of breakage for 1 year*.
• Adaptation guarantee for your new lenses: if you don't adapt to your new lenses within the first 3 months, we will exchange them.
• Technical and aesthetic advice.
• Free maintenance: We maintain and clean your glasses free of charge on an ongoing basis. We will also replace your case or cleaning cloth if they become damaged.

Garantía adicional Maxóptica Plus

For only 29€ you can enjoy:

• Anual eye exam.
• Coverage of 70% of the cost of lenses and 50% of frames purchased in case of breakage for 2 year*.
• Adaptation guarantee for your new lenses: if you don't adapt to your new lenses within the first 6 months, we will exchange them.
• Coverage for children. Up to 2 free lens replacements due to a change in prescription, for one year from the date of purchase, for children under 12 years of age.
• Technical and aesthetic advice.
• Free maintenance Free maintenance: We maintain and clean your glasses free of charge on an ongoing basis. We will also replace your case or cleaning cloth if they become damaged.