RETURNS POLICY

We have confidence in our products, and we believe in customer satisfaction and service, so you may return the product received if it did not meet your expectations or if you are simply not 100% satisfied with it (does not apply to personalised “Custom” lenses).

If you are not satisfied with your purchase you may contact Customer Service at the email address: hablaconoakley@br.luxottica.com to request a Return Authorisation (“RMA”) number, during a period not exceeding 30 (thirty) calendar days from the delivery of your order. The product must be returned in its original packaging and in the same condition in which you received it.

This returns policy is granted as an additional commercial benefit, independent of and without prejudice to the rights that the Ley Federal de Protección al Consumidor (“LFPC”) grants the consumer in relation to warranties for manufacturing defects.

Personalised (“Custom”) lenses, being made in accordance with your specific instructions, are not subject to our returns policy, since they are manufactured in accordance with the specific instructions that you indicate to us beforehand, and therefore you will not be able to return them.

HOW TO RETURN A PRODUCT

All products purchased on oakley.com/en-mx (except personalised “Custom” lenses) may be returned in accordance with the following:

• Contact Customer Service, by sending an email to hablaconoakley@br.luxottica.com, with your order number and request an Oakley Return Authorisation Number (“RMA”), which will be essential for tracking your return. We suggest that you keep your proof of purchase or invoice to hand. Returns must be sent within a maximum period of 30 (thirty) calendar days from the delivery of your order.
• You may return all or part of the order, following the instructions that, for such purposes, will be given to you by telephone or via email and sending it to the address that Customer Service indicates to you for such purposes.
• The costs arising from the return of the Site's products, except for AI (artificial intelligence) Lenses, will be at your own expense.
• Should you fail to send the product within the indicated period, the authorisation number (RMA) will become invalid.
• Include the product(s) in the original packaging or in the packaging that, where applicable, is provided by Customer Service, as instructed, and include all the items that were originally included (box, case, lenses, cleaning cloth, documentation, manuals, warranty information, etc.) and that you received with the product – make sure that the package is secure and that its contents are not at risk of being damaged during shipping.
• IMPORTANT: please make sure to write the RMA number on the outside of the package.
• Additionally, in accordance with the customs regulations in force in Mexico, for the specific case of returns in the border zone or strip (Baja California Norte, Campeche, Chiapas, Chihuahua, Coahuila, Nuevo León, Quintana Roo, Sonora, Tabasco and Tamaulipas), they must undergo validation before the customs authority, so it will be necessary to present: (i) the tax invoice for the product, and (ii) packaging sealed by the relevant authority. These requirements ensure compliance with customs provisions and will allow the shipment to be processed correctly. In view of the above, we ask that you please follow the steps below:
  a. You must present your products to the customs authority for review and validation of compliance with requirements, so that the shipment can be carried out correctly, and therefore you must accompany your products with the original tax invoice for the products evidencing the value of the product, dated on or before the date on which the shipment is intended to be made.
  b. Once that review and documentation have been completed, the customs authority will seal the packaging that contains the products and will stamp on it its name and signature, thereby authorising the shipment of those products.
  c. It should be noted that, in addition to presenting the invoice, it is necessary that a copy of the authorisation from the customs authority travels inside the package to be sent, since, during the shipping process, the products will pass through different inspection points, where the aforementioned documentation inside the package will be checked.
  d. Once the return label is attached and the package is correctly packed, with the customs seal, send your package in accordance with the instructions received from the Customer Service team.
• Should the products meet the requirements indicated above, we will make the corresponding refund to the original payment method, within 15 (fifteen) business days following the correct receipt of the package. The time in which you will see the credit reflected in the balance of your bank card varies depending on the issuing bank, and will generally be available within 72 (seventy-two) hours after the refund has been processed. If you do not see the credit reflected in your bank balance after that time, please contact your issuing bank directly.
• Only returns of those products that have been purchased on the Oakley.com Site will be accepted.

IN THE EVENT OF MISSING OR DAMAGED ITEMS DURING THE RETURN

• It is recommended that the products to be returned are properly and securely packed; Sunglass Hut is not responsible for the possible loss of or damage that the returned products may suffer, caused during transport, in relation to the provisions of the “Right of Return” paragraph of Part C of the Terms of Sale.
  For AI (artificial intelligence) Lenses, please carefully follow the packaging and shipping instructions provided by Customer Service; including the box with the UN3481 certificate label, whether from the original packaging or the packaging provided for your return; the AI (artificial intelligence) Lenses cannot be returned without that certification label.
• Additional charges may be generated, or the return rejected, in the case of products received without their original box or return packaging, the original packaging material and/or the contents, accessories, original manuals, or in the event that these are presented damaged.
• In accordance with the LFPC, the consumer is responsible for adequately packing the product for its return. Sunglass Hut will not be responsible for damage caused by deficient packaging or improper handling by the carrier, unless the shipment was managed directly by Sunglass Hut or under conditions expressly agreed with the consumer.
  In the event of any dispute, the consumer may submit a complaint to the Procuraduría Federal del Consumidor (PROFECO). This Returns Policy is subject to the applicable legislation in the United Mexican States.