Politica de rambursare
Key Improvements & Legal Context
• EU/Netherlands law (distance selling): Consumers have a mandatory 14-day cooling-off period (right of withdrawal) from delivery for online purchases, with no reason needed. You must clearly inform them of this right. The cooling-off period starts the day after delivery. Refunds (including standard outbound shipping) must be issued within 14 days. Consumers usually pay return shipping unless you inform them otherwise or offer to cover it. europa.eu
• You can (and should) offer more than 14 days voluntarily — your 30-day policy is fine and competitive.
• Free returns: Many stores offer this as a selling point. For EU customers, providing a prepaid label is standard and keeps things simple.
• Eyewear specifics: Standard frames/sunglasses are generally returnable if unworn. Personalized or prescription/custom items (e.g., fitted prescription lenses) are typically excluded from change-of-mind returns (they fall under the legal exception for personalized goods) but remain covered for defects.
• Other notes:
• As a Dutch webshop, you must provide a return address in the Netherlands (your policy will direct customers via a prepaid label or instructions).
• Separate treatment for defective/damaged items (stronger statutory rights, including 2-year legal guarantee of conformity).
• International (non-EU) customers: No mandatory cooling-off period in most places, so your 30-day offer is generous.
• Recent EU rule (effective June 2026): You need an easy-to-find “withdrawal button” on your site for EU customers. Your policy text works alongside it. pinsentmasons.com
Recommendation: Copy-paste this directly into your site (e.g., as a dedicated Returns page, linked in footer, checkout, and order confirmation emails). Replace placeholders like [Your Store Name], contact details, and return address instructions. Have a Dutch/EU e-commerce lawyer review it for your specific setup (especially if you offer prescription/custom eyewear).
Returns & Refunds Policy Walton & Mortimer
At [Your Store Name], we want you to be completely happy with your eyewear. That’s why we offer a generous 30-day free returns policy on eligible items.
- Change of Mind Returns (30-Day Policy)
You may return eligible items within 30 days from the date of delivery if you change your mind, for any reason.
Eligible items must meet all these conditions:
• Unused, unworn, and in original condition
• In the original packaging with all tags, labels, protective films, and accessories intact
• Not personalized, customized, or fitted with prescription lenses (these items are excluded from change-of-mind returns)
How to return (simple process):
- Log into your account → Order history → Select the order → Request return.
- Follow the on-screen instructions (you will receive a return authorization number via email).
- Print and complete the return form (included with your order or downloadable).
- Pack the item(s) securely in the original packaging.
- We will provide a prepaid return shipping label (for EU customers) or detailed return instructions.
- Drop off the package at the designated carrier.
For guest checkouts or any issues: Contact our Customer Service team through the contact form. We’ll guide you through the process.
Free returns details:
• EU / Netherlands customers: Completely free. We provide a prepaid return label covering return shipping.
• International customers (outside the EU): Contact Customer Service. We will arrange return shipping or reimburse reasonable standard return shipping costs (tracked service recommended). We aim to keep the process cost-free for you wherever possible.
We inspect all returns upon receipt (usually within 1–2 business days). If approved, we process your return promptly.
- Refund Process
• Once your return is received and approved, we issue a full refund to your original payment method (including the standard outbound shipping costs you originally paid).
• Refunds are processed within 14 days of us receiving your return (often much faster).
• Credit/debit card refunds typically appear within 5–10 business days. PayPal and other digital wallets are usually faster.
• You will receive an email confirmation when your refund is issued.
If a return is not approved (e.g., items show signs of wear, damage caused by you, or missing parts), we will contact you. We may offer store credit or return the item(s) to you at your expense.
- Exchanges
We happily offer exchanges on eligible items within the 30-day period (subject to stock availability).
Use the return request process and select “exchange.” Any price difference will be charged or refunded to your original payment method.
- Defective, Damaged, or Incorrect Items
If your item arrives damaged, defective, faulty, or not as described:
• Contact us immediately with photos and your order number.
• We will arrange a free return (prepaid label) and offer a replacement, repair, or full refund (including original shipping costs).
• You also benefit from your full statutory rights under Dutch and EU law, including the 2-year legal guarantee of conformity.
- Important Information
• This 30-day policy is in addition to your statutory consumer rights (including the EU 14-day cooling-off period for distance sales). It does not replace them.
• Personalized or custom-made items (e.g., prescription lenses fitted to frames) cannot be returned for change of mind but are fully covered under our quality and conformity guarantee if defective.
• We reserve the right to refuse returns that do not meet the conditions above.
• Return address: All returns are processed via our Dutch return facility (details provided on your prepaid label or return instructions).
• This policy applies to online purchases only. It does not affect purchases made in physical stores (if applicable).
• We may update this policy from time to time. The version on our website at the time of your order applies.
Questions?
Our friendly Customer Service team is here to help:
https://waltonmortimer.com/pages/contact
Thank you for choosing Walton & Mortimer. We’re confident you’ll love your eyewear — but if not, returning it is easy and free.
