Exchanges, returns and right of withdrawal
These terms apply exclusively to purchases made by private consumers at rootsunglasses.com. Wholesale orders and purchases made for business or professional purposes are governed by separate terms.
To notify us of an exchange, return or withdrawal, use the form available in the order history of your account.
1. Easy product exchange: our recommended option
We want you to enjoy your purchase. If you would prefer a different model or colour, you may request a commercial exchange within 30 calendar days after receiving the order.
Root Sunglasses offers one free exchange per order when all of the following conditions are met:
- The order was delivered to mainland Spain.
- The effective discount applied to each product selected for exchange does not exceed 20%.
- The free exchange for that order has not already been used.
- The product is not personalised and meets the condition requirements described below.
The free exchange includes a Correos label for returning the selected products and standard delivery of the new purchase within mainland Spain. Once the request has been reviewed and authorised, we will send the instructions. After receiving and checking the product, we will provide a code for the new purchase.
Return after a free exchange: by requesting the free exchange, the customer agrees that if the purchase is subsequently returned or the right of withdrawal is exercised, the direct transport costs generated by that exchange will be deducted from the refund: the return label and delivery of the replacement product. This deduction does not affect the legal treatment of the original order delivery cost and will not apply where the return is due to a defective or non-conforming product.
If the new product costs more, the customer will pay the difference. If it costs less, the customer will receive a voucher for the difference to use at rootsunglasses.com.
If any selected product has a discount above 20% or the free exchange has already been used, an exchange is still possible within the stated period. For orders delivered to mainland Spain, the customer may send the products at their own expense or use the special Root Correos exchange label for EUR 4.99. If the Root label is chosen, its cost will be deducted from the value of the exchange code issued after the products have been received and checked.
The new purchase will be made using that code and will follow the usual delivery rates. If it reaches the current free-delivery minimum, standard delivery will be free. For destinations outside mainland Spain, we will confirm the available options and any transport costs before processing the exchange.
The 30-day commercial exchange is an additional benefit offered by Root Sunglasses and does not limit the 14-day legal right of withdrawal or statutory guarantee rights.
2. Right of withdrawal: Spain and the European Union
A consumer may withdraw from an online purchase without giving any reason. Withdrawal must be notified within 14 calendar days beginning on the day after the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the order. For an order containing multiple goods delivered separately, the period begins upon receipt of the final item.
Withdrawal may be notified through the Root Sunglasses online form, by email or through any other unequivocal statement sent before the deadline. The date on which that statement is sent determines whether withdrawal was exercised in time.
After notifying withdrawal, the customer has a further 14 calendar days to dispatch the products. The deadline is met if the goods are handed to the carrier before that period expires; they do not need to have reached our warehouse by then.
3. Refund following withdrawal
For full returns, original delivery charges will be refunded only where legally required and up to the cost of the least expensive standard delivery method available for the destination.
When only part of an order is returned and other products are retained, the original delivery charge will not be refunded where the retained order would have incurred the same delivery charge.
The refund will be made using the original payment method, without additional fees for the customer and within 14 calendar days after withdrawal is notified. We may withhold the refund until we receive the goods or the customer supplies sufficient evidence of dispatch, whichever occurs first.
4. Return shipping costs
- Mainland Spain: we can provide a Correos label for EUR 6.99. This cost will be disclosed in advance and deducted from the refund when the customer agrees to use the label.
- Other Spanish territories and the European Union: the customer bears the direct cost of returning the goods. If we can offer a label, its price will be disclosed in advance and deducted only when the customer agrees to use it.
- Outside the European Union: the customer bears the cost of return transport and any applicable customs procedures or charges, unless expressly agreed otherwise.
These rules do not apply to defective or non-conforming products, which are handled under the legal guarantee and at no cost to the consumer when the claim is accepted.
5. Returns from outside the European Union
For private consumers located outside the EU, Root Sunglasses voluntarily offers a period of 14 calendar days from receipt to notify a return, without limiting any mandatory rights granted by the law applicable in the customer country.
For these voluntary commercial returns, the price of accepted products will be refunded. Original delivery charges, return transport, insurance, duties and other customs charges are not refundable unless mandatory applicable law provides otherwise or the product is defective or non-conforming.
Customs documents must identify the shipment as returned goods. The description and declared value must be complete and truthful. The customer is responsible for costs caused by an incorrect or incomplete declaration.
6. Personalised products and exceptions
The right of withdrawal does not apply to goods made to the customer specifications or clearly personalised, including prescription or customised lenses and engraved watches. This exception does not affect the customer rights where a product is defective or does not conform to the contract.
7. Product condition and diminished value
The customer may inspect the product in the same way as would reasonably be possible in a shop. It should be returned with its accessories, packaging and protective elements, including lens stickers and watch protectors where supplied.
The consumer is responsible only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the product. Excessive handling does not automatically remove the right of withdrawal, but it may result in a proportionate and justified deduction from the refund.
8. Return procedure
- Notify the request using the online form or by emailing pedidos@rootsunglasses.com.
- Keep the email and confirmation code as evidence of the notification date.
- Wait for our instructions so that the parcel can be correctly identified and, where applicable, a return label can be selected or accepted. Lack of prior authorisation does not invalidate a withdrawal that was legally notified within the applicable period.
- Pack the product securely and include the reference or code provided.
- Keep proof of postage and the tracking number until the request has been completed.
9. Undeliverable shipments
If an order cannot be delivered for a reason not attributable to Root Sunglasses and is returned to our warehouse, the customer may request reshipment and pay the relevant costs or request a refund. Direct return costs and, where legally permitted, additional delivery services chosen by the customer may be deducted. This provision does not limit consumer rights where non-delivery is the responsibility of Root Sunglasses or the carrier before delivery to the consumer.
10. Defective products and guarantee
Withdrawal and commercial returns are different from a claim concerning a defective or non-conforming product. If you believe that a product is defective, contact pedidos@rootsunglasses.com before dispatch. Where the claim is covered by the legal guarantee, Root Sunglasses will bear the necessary costs of the applicable remedy.
Please also see the sunglasses guarantee terms and the watch guarantee terms.
Legal information: Spanish Consumer Protection Act and European Union information on returns and withdrawal.
