Exchanges and returns

Which items can be exchanged?

Optical glasses with prescription lenses as well as sunglasses with prescription lenses purchased at visilab.ch or in one of our stores can be exchanged in store.

How long do I have to exchange an item?

When you make a purchase online or when you pick up an item in store, you have 30 days from the date of receipt of your parcel to exchange an item. If you have subscribed to a Service Pack for your glasses, this period is 90 days.

How do I exchange an item?

To exchange an item purchased on visilab.ch or in one of our stores, follow the steps below:

1. Go to the Visilab store of your choice.
2. If you bought the item on visilab.ch, bring your parcel, as you received it, complete with all accessories and packaging. If you bought the item in one of our stores, bring it with you, complete with all accessories and packaging.
3. Take advantage of our opticians’ expert advice to choose another item.

Which items can be returned?

All items purchased in a Visilab store or on visilab.ch can be returned except for: 

• Sunglasses with prescription lenses 
• Optical glasses with prescription lenses 
• Products purchased as part of an offer 
• Gift cards. 

Are you unsatisfied with a pair of sunglasses or optical glasses with prescription lenses purchased from us? See our “Exchanges” section.

How long do I have to return an item?

When you make a purchase online or when you pick up an item in store, you have 30 days from the date of receipt of your parcel to return an item.

How do I return an item?

To return an item purchased in a store, simply bring the item to the store where you purchased it, along with all accessories and packaging. Our opticians will then take care of the return. To return an item purchased on visilab.ch, follow the steps below: 

1. Preparation of the parcel: parcel up the item in its original condition, complete with all accessories and packaging, and attach the completed return form.
2. Choice of return method:

Return an item to a store 

1. In the store of your choice, free of charge!
2. Bring your parcel, as you received it, complete with all accessories and packaging, plus the return form.
3. The return form will be stamped by the optician. You must keep it as proof of returning the goods.

By post

1. Return your parcel, as you received it, complete with all accessories and packaging, plus the return form, to the following address:
   
   Visilab SA E-Business
   Rue de Veyrot 13
   1217 Meyrin
   
   
2. Please keep the proof of postage.
3. The postage costs are at your expense.

When will I get my money back?

After following the steps to return the item(s), you will receive an e-mail confirming receipt of your return. Within 15 working days of receipt of your return, you will be refunded, and you will receive an e-mail or SMS to notify you.

Which items can be returned?

You can return any item purchased online that is defective or damaged.

How long do I have to return an item?

You have 14 days from receipt of the parcel to return an item with a manufacturing defect, provided that it is in its original packaging.

How do I return an item?

To return a defective or damaged item, follow the steps below:

1. Preparation of the parcel: parcel up the item in its original condition, complete with all accessories and packaging, and attach the completed return form
2. Choice of return method:

Return an item to a store

1. In the store of your choice, free of charge!
2. Bring your parcel, as you received it, complete with all accessories and packaging, plus the return form.
3. The return form will be stamped by the optician. You must keep it as proof of returning the goods.

By post

1. Return your parcel, as you received it, complete with all accessories and packaging, plus the return form, to the following address:
   
   Visilab SA E-Business
   Rue de Veyrot 13
   1217 Meyrin
   
   
2. Please keep the proof of postage.
3. The postage costs are at your expense.

When will I get my money back?

You will be refunded within 15 working days of receipt of the defective or damaged item.

How do I submit a complaint to Visilab?

Please contact our customer service department as soon as you receive the parcel using the contact form, specifying the following information:

• Order number
• Photo of the damage 
• Brief description of the damage and its cause.