• In accordance with the General Law for the Defence 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 reception 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 be refundable until January 11, 2026, except for personalized products.

• All items must be returned in identical conditions to those in which they were delivered, with all their packaging and accessories, provided that this allows all the checks and manipulations necessary to determine the characteristics and functionalities of the products to be carried out. The Buyer shall be liable for any reduction in the value of the articles when he/she has carried out any handling other than that necessary to establish the characteristics and functioning of the products he/she has purchased.

• In general, the user and consumer may exercise the right of withdrawal in accordance with the provisions of the LGCU, as well as the provisions of the General Conditions of Sale. However, given the characteristics of the products marketed by Multiópticas Las Palmas there are two specific situations that represent an exception to the right of withdrawal, and therefore, the same may not be exercised. The legally established exceptions are as follows:

• 1. In accordance with the provisions of article 103.c) LGCU, the return of goods made according to the specifications of the consumer and user or clearly personalised will not be accepted. That is, for example, if you order prescription glasses, glasses without prescription with blue control lens, custom-made contact lenses or custom-made plugs and molds, you will not be able to exercise the right of withdrawal, unless it is a mistake on the part of Multiópticas Las Palmas. In the latter case, the right of withdrawal cannot be exercised for prescription lenses, as they are established for a specific frame according to the customer's specifications.

• Although the law provides that goods made to the consumer's specifications or clearly personalized may not be accepted for return, Multiópticas Las Palmas voluntarily grants the customer a satisfaction guarantee, whereby it WILL accept the return of personalised articles as long as it is within fourteen (14) calendar days of receipt of the product.

• 2. In accordance with article 103.e) LGCU, the return of sealed goods that are not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery will not be accepted. Specifically, glasses with technology such as RayBan META 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 at the optic / audiology center (i.e. you are acting outside the scope of a business or professional activity), you have the right to a warranty of conformity as provided for by law, for three (3) years from the date of delivery of the product, or two years for glasses purchased before 1 January 2022. If the delivered product is defective or does not conform to the promised specifications, we will first of all offer to remedy the defects, at no cost to you.

• If such rectification is impossible or would be disproportionately expensive, the product will be replaced by an equivalent product. In the case of prescription glasses, as a product made to customer specifications, the replacement of glasses whose defects can be remedied is generally considered disproportionate, so the seller reserves the option of repairing these defects or mismatches (by replacing the defective parts of the frame or lenses affected).

• This warranty covers defects attributable to the design or manufacture of the product, not defects caused by improper use or maintenance, or accidental breakage. 

• In the event of replacement of a product, we reserve the right to replace it, if the same model is no longer available, with a comparable product (successor model, or of the same series), of the same or higher value.

• If you notice defects or malfunctions in the product that may be covered by the warranty, please contact the optic / audiology center where you purchased the glasses / hearing instruments so that their professionals can examine the product, determine whether it is covered by the warranty and, if necessary, arrange for a repair or replacement. 

• If you are not satisfied with the solutions we offer you, you can fill in an official Complaint Form stating your complaint or request. Your optic will provide you with the Complaint Form according to the model in force in your Autonomous Community, for processing in accordance with Consumer Affairs regulations. You can also go to the OMIC of your local council. 

• It is regulated by a European directive on "Right to Repair": based on a policy of re-use versus re-manufacture of consumer products to protect the environment.

• If the damage is not due to a material, design or manufacturing defect and is caused by improper use or maintenance, or accidental breakage. 

• This means that, in the event of a non-conformity or a repairable defect occurring during the legal warranty period, the optician/hearing center must give priority to repair rather than replacement when offering and applying solutions.

• If, from the optics/audiology center, a number of alternatives (of equal or higher value than the one replaced) are offered, the requirement should be deemed to be fulfilled. In this way, we understand that the optician will be able to select from a range of frames to suit the lens in question.

• The cost of the repair will depend on the rates, which can be reduced to a large extent if the purchaser is covered by our eyewear insurance. 

• Replacement of components: if such a repair is impossible or would be disproportionately expensive (e.g. repair is more expensive than replacement of the product), the product will be replaced by an equivalent product. 

• In the case of prescription glasses, as a product made to customer specifications, the replacement of glasses whose defects can be remedied is generally considered disproportionate, so the seller reserves the option of repairing these defects or maladjustments (by replacing the defective parts of the frame or lenses affected).

Additional Multiópticas guarantee. For only 9€ you can enjoy:

• Basic annual eye check-up.

• This card guarantees the repair or replacement of lenses and frames in the event of breakage (excluding products with built-in technology). This guarantee covers 70% of the cost of the glasses in case of breakage for 1 year.

• Adaptation guarantee for new lenses. If during the first 3 months you do not adapt to your new lenses, we will change them.

• Free maintenance. We maintain and clean your glasses free of charge and permanently. In addition, we will replace the case or chamois if they deteriorate.

• Technical and aesthetic advice. The team of professionals at Multiópticas will advise you on the type of glasses that best suits your needs and the most appropriate frame for your tastes or physiognomy.

Additional Multiópticas Plus Guarantee. For only 19€ you can enjoy:

• Basic annual eye check-up.

• This card guarantees the repair or replacement of lenses and frames in the event of breakage (excluding products with built-in technology). This guarantee covers 70% of the cost of the glasses in case of breakage for 2 years.

• Adaptation guarantee for new lenses. If during the first 6 months you do not adapt to your new lenses, we will change them.

• Coverage for children. Up to 2 free lens changes per prescription change, for one year from the date of purchase, for children under 12 years of age.

• Free maintenance. We keep and clean your glasses free of charge and permanently. In addition, we will replace the case or chamois if they deteriorate.

• Technical and aesthetic advice. The team of professionals at Multiópticas will advise you on the type of glasses that best suits your needs and the most appropriate frame for your tastes or physiognomy.

These cards guarantee you, in case of breakage, the repair or replacement of the glasses you have purchased (frames and lenses with the same prescription) by means of a breakage guarantee with a 70% excess. Therefore, you (the consumer) will only pay 30% of the amount of the possible repair or replacement. The price to be taken into account will be the price of repair or replacement of the glasses at the time the guarantee is exercised. This guarantee cannot be combined with offers or discounts in force at the time the guarantee is exercised. Theft and loss are excluded from this warranty. The duration of this warranty is 1 year for the additional warranty and 2 years for the plus warranty, from the date of purchase. To exercise these warranties, you must go to the same optic where you made the purchase. In the event of a manufacturing defect, the replacement or repair will be completely free of charge and will be provided in accordance with current regulations. Check availability at the optic.

For the purposes of this document the contact email address is atencionalcliente@multiopticaslp.com 

Additional Multisound commercial product warranty

• Additional Multisound commercial product warranty

• Hearing study and free follow-up.

• Technical advice.

• Technical service-maintenance.

• Possibility of extending the warranty with the purchase of the warranty plus (consult the store).

• Hearing aid return guarantee during the first three months from the date of withdrawal of the product. The return will be executed in the same form of payment and in the same establishment.

• Fitting guarantee during the first three months (from the date of withdrawal of the product), you can pay the difference and upgrade to a higher range if any.

• Warranty of 3 years by factory defect (from the date of withdrawal of the product) of hearing aids and complements.

For the purposes of this document, the contact e-mail address is atencionalcliente@multiopticaslp.com.

Warranty:

• Luxottica offers a three-year warranty on its products against breakage caused by material or manufacturing defects, starting from the date of activation via the original product app.

• To apply for warranty coverage, you must report any defect within two months of its discovery.

• Please note that scratches on lenses are considered normal wear and tear and are not covered unless you can prove that the defect existed at the time of delivery.

• The legal warranty of contractual compliance for consumer purchases applies without restriction.

Returns:

• When you purchase Ray-Ban/Oakley Meta frames, you can always change your mind.

• If for any reason you are not satisfied with a Ray-Ban/Oakley Meta product, you can return it within 14 days of delivery.

• It is essential that the original product box is unopened.

• Personalized items cannot be returned.

• All items purchased on or after December 1, 2025, have an extended return period until January 11, 2026. 

• All refunds will be made using the original payment method.

• We only accept returns of products purchased at Multiópticas in the province of Las Palmas; personalized frames are excluded. Products purchased through authorized Ray-Ban/Oakley distributors must be returned to the same place of purchase.

• All items purchased on or after December 1, 2025, have an extended return period until January 11, 2026. 

• All refunds will be made using the original payment method.

• We only accept returns of products purchased at Multiópticas stores in the province of Las Palmas; custom frames are excluded. Products purchased through authorized Ray-Ban/Oakley distributors must be returned to the same place of purchase.

• Multiópticas Commercial Warranty: does not apply to these technology-based frame products or to lenses.

• For all other conditions not specified in this section, as a rule, the General Conditions of Sale available via the QR code on your simplified invoice will apply.