Refund policy
This Refund and Return Policy applies to purchases made through LookerOnline, the trading name and e-commerce website operated by COLARC S.R.L. a socio unico (“COLARC” or the “Seller”). It forms part of our Terms and Conditions in respect of returns and refunds.
For eligible products, LookerOnline provides two distinct return regimes: the statutory right of withdrawal during the first 14 calendar days, where applicable, and an additional voluntary commercial return period from day 15 to day 30. These regimes are subject to different conditions, as explained below.
Operational instructions for requesting and arranging a return are available on our Returns page.
1. Statutory Right of Withdrawal — First 14 Days
Where the statutory right of withdrawal applies, a consumer may withdraw from the sales contract without giving any reason within 14 calendar days from delivery, subject to the rules applicable to multiple or split deliveries and to any exclusions provided by law.
To exercise the statutory right of withdrawal, the consumer must inform COLARC of the decision to withdraw before the applicable period expires by means of an unequivocal statement. Return requests may be submitted in accordance with the instructions on our Returns page, including by contacting [email protected].
After communicating the withdrawal, the consumer must send the goods back without undue delay and, in any event, within 14 calendar days from the date on which the withdrawal was communicated, unless otherwise required by applicable law.
The direct cost of returning goods following a change-of-mind withdrawal is borne by the consumer, unless COLARC has expressly agreed otherwise or applicable law requires otherwise.
2. Product Handling and Diminished Value During the Statutory Period
During the statutory withdrawal period, the consumer may handle and try the product only to the extent reasonably necessary to establish its nature, characteristics and functioning.
The consumer is responsible for any diminished value resulting from handling beyond what is reasonably necessary for that purpose. COLARC may therefore reduce the amount refunded to reflect the actual diminished value attributable to such handling, to the extent permitted by applicable law.
Products should be returned with the components, branded case, accessories, labels, documentation and packaging actually supplied with them. Missing, altered or damaged packaging, accessories or components may be taken into account when assessing any actual diminished value, but do not by themselves automatically invalidate an otherwise valid statutory withdrawal.
3. Refunds Following Statutory Withdrawal
Where a consumer validly exercises the statutory right of withdrawal, COLARC will reimburse the payments received in accordance with applicable law, including the cost of the least expensive standard delivery option where a delivery charge was paid and such reimbursement is required by law. Any supplementary delivery cost resulting from the consumer’s express choice of a more expensive delivery method is not refundable where the law permits this exclusion.
The reimbursement will be made using the same payment method used for the original transaction, unless the consumer has expressly agreed otherwise and does not incur fees as a result.
COLARC will make the reimbursement without undue delay and, in any event, within 14 calendar days from the date on which it is informed of the consumer’s decision to withdraw. For sales of goods, COLARC may withhold reimbursement until it has received the goods back or until the consumer has supplied evidence of having sent them back, whichever occurs first, as permitted by applicable law.
After COLARC issues a reimbursement, the time required for the amount to appear on the customer’s account may depend on the relevant bank, card issuer or payment provider.
4. Voluntary Commercial Return Period — Days 15 to 30
For eligible products, COLARC voluntarily extends the possibility of making a change-of-mind return from day 15 through day 30 after delivery. This additional period is a commercial concession and is separate from the statutory right of withdrawal.
To use this voluntary return period, the customer must submit the return request no later than 30 calendar days from delivery. The returned product does not need to have been dispatched by day 30. Once COLARC provides the applicable return instructions, the customer must dispatch the return within 14 calendar days, unless a different deadline is expressly agreed in writing.
Returns made under this voluntary period must follow the return instructions and return address communicated by COLARC. Material failure to follow those instructions, including sending the product to an unauthorised or incorrect address, may result in the voluntary return being refused.
Eyewear may be tried on to the extent reasonably necessary to assess fit and appearance. However, products returned under the voluntary period must show no signs of actual wear or use and must be undamaged, unaltered and complete, with the branded case, accessories, labels, documentation and packaging actually supplied with the product, as applicable.
Where a returned product materially fails to meet these voluntary return conditions, COLARC may refuse the return. Where the issue is limited, including missing or damaged secondary components or packaging, COLARC may instead reduce the refund proportionately to reflect the actual effect on the completeness or value of the returned product.
Any refund due under the voluntary commercial return period will be processed after receipt and inspection of the returned product and will be made to the original payment method unless otherwise expressly agreed.
The voluntary return period does not apply to Personalised Products or to other products for which a change-of-mind return is excluded under this Policy, the Terms and Conditions or applicable law.
5. Multiple-Item Returns During the Voluntary Period
Where two or more products from the same order are returned under the voluntary commercial return period, whether together or through related voluntary return requests, a deduction equal to 25% of the refundable purchase price of the products returned under that voluntary period will apply, unless COLARC expressly agrees otherwise in writing.
This condition does not apply to a statutory withdrawal exercised within the applicable statutory period and does not apply to returns or remedies arising from a lack of conformity, an incorrect product supplied by COLARC or any other circumstance in which mandatory law requires a different treatment.
6. Return Shipping, Packaging and Return Instructions
For ordinary change-of-mind returns, the customer is responsible for organising and paying for return shipping. COLARC does not provide prepaid return labels for ordinary change-of-mind returns.
We strongly recommend using a traceable shipping service and retaining evidence of dispatch. Insurance is also recommended where appropriate to the value of the product.
The customer must package the returned product securely and take reasonable care to prevent damage in transit. Any deterioration or loss of value directly caused by inadequate packaging or handling may be taken into account when determining the amount refundable, to the extent permitted by applicable law.
Customers should not send a return before receiving the applicable return instructions and correct return address. If a return is sent to an incorrect or unauthorised address or otherwise contrary to reasonable return instructions, any actual, reasonable and documented additional costs directly resulting from that failure may be charged to the customer or deducted from any refund otherwise due, to the extent permitted by law.
For returns made solely under the voluntary commercial period, eligibility is subject to COLARC receiving the product in accordance with the conditions of that voluntary return period.
7. Customs, Duties and Non-EU Returns
Import duties, import VAT, taxes, customs charges or clearance fees paid by the customer directly to a carrier, customs authority or other third party and not collected by COLARC do not form part of the purchase price received by COLARC and are not refundable by COLARC.
For returns from outside the European Union, the customer must follow the customs and return instructions provided by COLARC and provide accurate information reasonably required for the return.
Where a return causes COLARC to incur actual, reasonable and documented customs, import or re-import duties or taxes, brokerage, clearance, storage, transportation or similar charges that are attributable to the return and may lawfully be borne by the customer, those amounts may be deducted from any refund otherwise due, to the extent permitted by applicable law.
8. Personalised Products and Fitted Lenses
For the purposes of this Policy, Personalised Products have the meaning given in our Terms and Conditions. They include eyewear manufactured, processed, modified or assembled according to specifications individually selected or supplied by the customer, including frames on which lenses selected by the customer are cut, edged, processed or mounted.
Where a frame is purchased together with lenses manufactured, cut, processed or mounted specifically according to the customer’s choices or parameters, the frame and lenses constitute a single Personalised Product.
Pursuant to Article 59(1)(c) of the Italian Consumer Code, the statutory right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised. Personalised Products are therefore not eligible for a change-of-mind return under either the statutory withdrawal period or the voluntary commercial return period.
The frame cannot be separated from the customised lenses for the purpose of obtaining a change-of-mind refund for the frame alone.
Any acceptance by COLARC of a request to modify or cancel a Personalised Product before processing is a commercial concession and not a customer right.
The exclusion of change-of-mind returns for Personalised Products does not affect the statutory legal guarantee in respect of any lack of conformity or processing error attributable to COLARC.
9. Legal Guarantee and Lack of Conformity
The statutory legal guarantee is separate from the right of withdrawal and from the voluntary commercial return period.
Products sold by COLARC to consumers are covered by the statutory legal guarantee of conformity provided by applicable consumer law. COLARC, as Seller, is responsible towards the consumer for any lack of conformity existing at the time of delivery which becomes apparent within the period provided by applicable law, including the two-year period applicable under Italian consumer law.
A customer who believes that a product is affected by a lack of conformity should contact [email protected], providing the order number and a description of the issue. COLARC may request photographs, videos or other information reasonably necessary to assess the claim and, where necessary, require the product to be made available for inspection.
Where a lack of conformity is established, COLARC will provide the remedies required by applicable law, taking into account the nature and extent of the issue, the possibility of repair or replacement and the applicable proportionality criteria. Return or transport costs relating to a valid legal-guarantee claim will be borne by COLARC where required by applicable law.
The 24-hour reporting period applicable to certain apparent delivery or transport anomalies does not limit the statutory legal guarantee for a lack of conformity that is not subject to such a reporting deadline.
10. Frame Alignment and Ordinary Optical Adjustments
Eyewear frames may present slight asymmetries or differences in alignment, inclination, torsion or positioning of the temples or other components. Where these characteristics fall within the normal adjustability, flexibility and tolerances of the frame and can be corrected through ordinary fitting or adjustment by a qualified optician, they do not, by themselves, constitute a lack of conformity.
Where an optician charges for a routine adjustment required to correct a minor frame misalignment, COLARC will reimburse the documented cost up to a maximum of €10 upon presentation of the optician’s receipt or equivalent fiscal document. This does not affect the legal guarantee where the issue results from an actual lack of conformity.
11. Incorrect Products, Transport Damage and Delivery Claims
Returns arising from an incorrect product supplied by COLARC, apparent transport damage, missing products or components, an apparently empty parcel, tampering or other delivery anomalies are not ordinary change-of-mind returns and are subject to the applicable provisions of our Terms and Conditions and Shipping Policy.
Apparent transport damage, receipt of a product different from the product ordered, missing products or components, an apparently empty parcel, signs of tampering or other anomalies identifiable upon delivery or opening must be reported to COLARC without unjustified delay and, in any event, within 24 hours of delivery. Mandatory consumer rights under applicable law remain unaffected.
The customer must retain the product, packaging, shipping label and other materials relevant to the claim. Depending on the circumstances, COLARC may request photographs, available video, carrier documentation, a written statement or other information reasonably necessary to investigate the claim.
Submission of a claim does not automatically entitle the customer to a refund, replacement or reshipment before the reasonably necessary checks have been completed. COLARC may compare the information supplied with order-preparation records and carrier records, including tracking information and Proof of Delivery.
Where COLARC has supplied a product different from the product ordered, once the error has been confirmed COLARC will arrange the return of the incorrect product at its own expense and provide the remedy required by applicable law.
12. Failed Delivery, Refused Delivery and Failure to Collect
Refusing delivery or failing to collect a parcel is not a substitute for following the applicable cancellation or return procedure.
Where delivery cannot be completed or a parcel is returned because of circumstances attributable to the customer, including an incorrect or incomplete address, unavailability, failure to respond to the carrier, failure to collect the parcel, unjustified refusal of delivery, failure to provide required customs documentation or failure to pay applicable duties or taxes, the customer may be responsible, to the extent permitted by law, for the actual, reasonable and documented costs directly resulting from those circumstances.
Such costs may include, where actually incurred, outbound and return transportation, storage, customs clearance, duties, taxes, import or re-import charges and other carrier charges. Recoverable amounts may be deducted from any refund otherwise due, to the extent permitted by applicable law.
Refusal of delivery or failure to collect a Personalised Product does not create a right of withdrawal or refund where such right is otherwise excluded.
13. Cancellations Before Dispatch
For non-personalised products, cancellation requests received before dispatch are accepted, without prejudice to any statutory right available to the consumer.
Once an order has been dispatched, cancellation in transit is not available as a standard procedure. Where a return right applies, the customer should follow the applicable return procedure rather than refusing delivery.
For Personalised Products, any acceptance by COLARC of a request to modify or cancel the order before processing is a commercial concession and not a customer right.
14. No Exchanges
COLARC does not offer product exchanges as a standard procedure. Where a product is eligible for return, the customer may return it under the applicable conditions and place a separate order for another product.
15. Fraudulent or Abusive Claims
Fraudulent, false or artificially altered claims are prohibited. This includes deliberately substituting a product, intentionally altering the product or packaging, manipulating photographic or video evidence or knowingly providing false information in order to obtain an undue refund, replacement or other benefit.
Where there is objective evidence of fraud or abuse, COLARC may reject the claim, retain relevant evidence, refuse future orders to the extent permitted by law and take appropriate steps to protect its rights.
16. Governing Law, Related Policies and Contact
This Policy forms part of and should be read together with our Terms and Conditions and, where relevant, our Shipping Policy.
This Policy and contracts concluded through LookerOnline are governed by Italian law, without prejudice to any mandatory protections applicable to the consumer under the law of the country in which the consumer has their habitual residence. Any dispute involving a consumer will be subject to the jurisdiction determined by the applicable mandatory rules.
For return instructions, see our Returns page or contact [email protected].
Last updated: September 7, 2026