Exchange and Return Policy

Please read carefully to avoid any inconvenience.
Don’t worry — we’ve got you!

We recommend contacting our Customer Support Center at visionpro@gmail.com before sending any product for an exchange or return, so we can guide you on the correct procedure.

1) Return Policy (Right of Withdrawal)

If you received the product in perfect condition but are still not satisfied with your purchase, you may request a cancellation within the legal period.

Withdrawal period:

  • Up to 7 calendar days from the date of receipt.

⚠️ Note: This right is not the same as “trying out” the product. The item must be unused.

Return rules:

  • Ship through the postal service indicated to the address our support team will provide via email.

  • Return the item in its original packaging, with manuals and accessories (case, cleaning cloth, card, etc.).

  • Include proof of purchase.

  • The product must not show signs of use.

❌ Products that do not meet these conditions will not be accepted and may be returned to the sender.

Refunds:

  • Credit card: the refund may appear in up to two subsequent billing statements (depending on the issuer).

  • The refund is processed only after our quality team receives and inspects the product.

📌 Important: Every return must be communicated in advance to visionpro@gmail.com. Orders sent without prior notice may be refused.

2) Exchange Policy

Single-model product (VisionPro):

  • We do not offer exchanges for personal preference (e.g., color/style).

  • Exchanges are only mandatory in the case of a manufacturing defect.

  • For dissatisfaction without use, apply the 7-day withdrawal.

3) Defective Products — 90-Day Warranty

VisionPro products have a 90-day manufacturing defect warranty from the date of receipt.

Procedure:

  • Email visionpro@gmail.com with your order number, full name, and a brief description of the defect (usage and frequency).

  • Attach photos or a video (up to 1 minute) clearly showing the issue and the packaging with the visible shipping label.

  • You will receive return instructions (address and/or return code, if applicable).

  • Upon receipt, we will carry out a technical analysis. Analysis time: up to 15 business days.

Resolution:

  • Approved report: the customer receives the same product at no cost; if out of stock, you may choose another item of equal value. If you choose a higher-priced item (in future campaigns), you must pay the difference.

  • Rejected report: the product will be returned with a rejection report.

Common reasons for rejection:

  • No defect found.

  • Improper use or accidental damage (impacts, drops, twisting).

  • Normal wear and tear (micro-scratches over time, slight screw loosening).

  • Unauthorized handling (repair attempts, part replacements).

  • Exposure to heat/chemicals (cleaning with solvents, leaving the frame at high temperatures).

4) Partial Shipments and Costs

  • If your order includes more than one pair, items may be shipped in separate packages, each with its own tracking code.

  • Shipping costs are non-refundable when the delivered product matches the order and is in good condition.

5) Automatic Cancellation by VisionPro

We may automatically cancel a purchase if:

  • The card cannot be charged.

  • There are inconsistencies in the submitted data.

  • The product is out of stock.

Refunds in cancellations by VisionPro:

  • Impossible delivery due to a non-existent or inaccessible address.

  • Lack of stock detected after purchase.
    In such cases, the amounts will be refunded via the original payment method (shipping costs excluded).

6) Support

For any questions, exchanges, returns, or warranty claims, please write to: visionpro@gmail.com.