Service Policy

  1. All orders for frames and sunglasses are subject to acceptance by Safilo head office, and Safilo reserves its rights to refuse, at its discretion, any order or exchange request that doesn’t respect the present policy.
  2. With the exception of lenses, all of Safilo optical/sunglass frames are guaranteed against manufacturing defect for a period of three (3) years from the invoicing date.
  3. Products delivered to the customer are deemed accepted and in good condition, unless the customer returns the damaged merchandise to Safilo up to thirty (30) days from the date of the original invoice;
  4. Frames returned after the thirty (30) days period in an unsalable condition will be returned to the customer.
  5. All commercial exchanges must be previously authorized by a Safilo Representative using Return Authorization form, and may be refused at the discretion of Safilo head office.
  6. Returns are available for replacement product only. No monetary refund will be granted by Safilo for a credit balance of the Customer. This includes, but not limited to, accounts that have been closed, purchased by another company, closed due to retirement, etc.
  7. Safilo representatives are authorized to exchange up to a maximum of 20% of the gross units purchased.
  8. Safilo reserves the right to change the exchange limit for specific brands.
  9. Approved frames returned for exchange must be in original condition (individually bagged, with original case, original case box and original demo lenses) and accompanied by the original invoice number and Authorization form (RMA) provided by a Safilo Representative.
  10. Safilo will charge a $10.00 fee for each missing case and/or case box (provided the original frame came with a specific case and/or case box) and missing demo lenses. Sunglasses cannot be returned without the original lenses.
  11. Safilo will charge a $5.00 cleaning fee for frames which are returned in an unclean condition deemed unsatisfactory by Safilo. Conditions deemed unsatisfactory include but are not limited to: dirty/dusty, price stickers, markings, glue, etc.
  12. Special discounted frames purchased at a reduced price, including promotional free frames, are final sale merchandise and are not returnable for exchange. Promotional free frames are also not returnable for exchange but are covered by the Safilo warranty against manufacturer defect.
  13. No credit will be given nor will product be returned to a Customer for any counterfeit product received by Safilo. Safilo reserves its rights to keep any counterfeit merchandise for Federal investigation purposes.
  14. The After-Sales Policy stated here supersedes all other previously published and is subject to change without notice.

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