Return Policy

Last updated: June 26, 2026

Return period:

You have the right to register your order for return within 14 days of receipt. Once your return request has been approved, you then have a further 14 days to send the item back to us.

To be eligible for a return, the item must be unworn, unused, in its original condition, with any tags attached, and returned in its original packaging. Always include your order number with the return.

You may only inspect the item to the extent you would be allowed to in a physical store. If the item has been used beyond what is necessary to establish its nature, characteristics, and functioning, we may charge you for any resulting depreciation.

Requesting a return:

Returns must be requested in advance by email via cledro.optician@gmail.com. Please include your order number, which item(s) you'd like to return, and, if applicable, the reason for the return.

After we receive your request, we'll send you further return instructions. Returns sent without a prior return request will not be accepted.

Return costs:

Return shipping costs are the customer's responsibility, unless the item is defective, damaged, or was delivered incorrectly.

Damaged or incorrectly delivered items:

Check your order as soon as you receive it. Is an item damaged, defective, or did you receive the wrong product? Please contact us as soon as possible via cledro.optician@gmail.com, so we can assess the issue and offer a suitable solution.

Exceptions to returns:

Standard glasses can be returned within the applicable return period, provided they meet the return conditions.

Prescription glasses are made specially according to your personal prescription and specifications. As a result, they are excluded from the statutory right of withdrawal under Article 6:230p(f)(1) of the Dutch Civil Code. Prescription glasses therefore cannot be returned or exchanged, unless there is a manufacturing defect, transport damage, or an incorrectly delivered product.

In addition, gift cards and, to the extent legally permitted, discounted items cannot be returned.

Exchanges:

Want a different model or a different color? Return the original standard item in accordance with this return policy and then place a new order.

Prescription glasses cannot be exchanged, as they are made specially according to your personal specifications.

Refunds:

Once we've received and inspected your return, we'll let you know whether it has been approved.

Once approved, the purchase amount of the returned item will be refunded within 10 business days via the same payment method used for the order. Please note that processing by your bank or credit card company may take a few additional business days.

In the case of a valid withdrawal of the entire order, you will also receive a refund of the standard outbound shipping costs, in accordance with statutory rules. Any additional costs for a more expensive shipping method you chose will not be refunded.

If the return is rejected because the return conditions have not been met, we will contact you. In that case, the item can be resent at your request and expense.

Haven't received a refund 15 business days after your return was approved? Please contact us at cledro.optician@gmail.com.