RETURNS & REFUNDS POLICY

At Alsteca, we want you to be completely satisfied with your purchase. If for any reason your new eyewear does not meet your expectations, you can exercise your right of withdrawal and return the product through our simple, guided process.

These terms are fully updated in accordance with the latest European consumer protection directives.

1. Terms and Conditions for Returns
Legal Deadline: You have the right to withdraw from the purchase contract, without giving any reason, within 14 calendar days from the day you (or a third party designated by you) receive the package.
Product Condition: To receive a full refund, the product must be returned in the exact same condition in which it was received. It must be intact, unused (other than to try on the fit), complete with all its parts, with original tags still attached, and placed inside its original Alsteca case and protective box.

⚠️ Important Note on Diminution of Value (EU Regulation): Under current European legislation, you are solely liable for any diminished value of the goods resulting from handling them differently than what is necessary to establish the nature, characteristics, and functioning of the eyewear (e.g., scratched lenses, removal of disposable seals, clear signs of prolonged use, or damage to the case). In such cases, Alsteca reserves the right to deduct a percentage from the refund up to the full value of the product.

2. Return Shipping Costs
We have simplified our return management by establishing the following flat-rate conditions:
- Italy: Returns are completely free. Alsteca covers all shipping costs for the return of the package.
- International (Europe and Non-EU): For returns originating from countries outside of Italy, a flat-rate return fee of €10.00 is required. You will not have to pay anything to the courier at the time of drop-off/collection: the €10.00 amount will be automatically deducted from your final refund.

3. Automated Return Procedure (Step-by-Step)
The return process at Alsteca can be managed directly through our website:
Log into your order area: Go to www.alsteca.it, click on the account icon, and enter the email address used for your purchase.
Enter the verification code: You will instantly receive a 6-digit verification code in your email. Enter it on the website to log in without needing a password.
Select the Order: Locate the order you wish to return and click on "Request Return".
Choose the Products: Select the items you wish to return, specify the quantity, and choose a return reason from the dropdown menu. Click "Request return".
Wait for Approval & Download the Label: Once your request is reviewed, you will receive an approval email containing your prepaid shipping label to print.
Pack and Ship: Place the eyewear in its original packaging and then inside a securely sealed shipping box. Attach the prepaid label to the outside and drop the package off at the designated drop-off location.

4. Refund Timeline and Methods
Return Inspection: Once the package is received back at our facility in Milan, our team will inspect the condition of the product within 3–5 business days.
Issuing the Refund: If the return complies with our terms, we will issue your refund within a maximum of 14 days from the moment we receive the package.
Refund Method: The refund will be credited back to the same payment method used to make the initial purchase (Credit Card, PayPal, Apple Pay, etc.). The time required for the credit to appear on your account depends on your banking institution (generally 2–5 business days).

Note for international returns: As stated in Section 2, for international returns, the refund amount will equal the total price of the returned products minus the €10.00 return fee.

5. Exchanges
Our platform currently does not support automated product exchanges. If you wish to change the model, color, or size of your eyewear, you will need to return the item in your possession (obtaining the corresponding refund) and place a separate new order on the Website.

6. Customer Support
In the event of any technical issue with the automated system or for any questions, you can contact our Customer Support team at info@alsteca.it, making sure to provide your order number.

Last updated: July 8, 2026