Returns & Refunds

Last updated: 23 June 2026

At eyecre.at GmbH we want you to be confident in every order. This policy explains how returns, refunds and exchanges work for products purchased through eyecre.at. It applies in addition to your statutory rights under Austrian and EU consumer law.

Right of withdrawal (14 days)

If you are a consumer in the EU, you may withdraw from your purchase within 14 days of receiving your goods, without giving a reason. To exercise this right, notify us before the 14-day period ends at request@eyecre.at, stating your order number. You then have a further 14 days to return the goods.

Returns of defective and non-defective products

We accept returns of both defective and non-defective products. Returned items must be unused, complete and in their original, undamaged packaging so we can resell or restock them. Once we receive and inspect the return, we will confirm your refund or exchange.

Exchanges

Prefer a different model, lens hardness or configuration? We accept exchanges within the same return window. Contact us first and we will arrange the swap. If there is a price difference, we will invoice or refund the balance.

Return shipping costs

For withdrawals and non-defective returns, the customer covers the cost of return shipping. If a product arrives defective or we shipped the wrong item, we cover the return shipping and replacement at no cost to you.

Products that cannot be returned

Because of the nature of our products, the following are excluded from the right of withdrawal:

• Custom and personalised products — bespoke training models, branded packaging and B2B Custom Solutions made or configured to your specification.
• Opened liquids and gels (e.g. vitreous body gel, eye liquids) and opened single-use or consumable items, for hygiene reasons once their seal is broken.

This does not affect your rights if such an item is defective or not as described.

How to start a return

• Email request@eyecre.at with your order number and the items concerned.
• We will confirm the return address and next steps.
• Pack the items securely in their original packaging and ship them back to us.
• We recommend a tracked service — you are responsible for the goods until they reach us.

Refunds

Once we receive and check your return, we will process the refund to your original payment method, typically within 14 days. The refund covers the price of the returned goods; the original and return shipping costs are non-refundable for non-defective returns.

B2B and institutional orders

For clinics, universities, course organisers and industry partners, individual terms may apply where agreed in a separate quotation or contract. Please contact us and we will find a practical solution.

eyecre.at GmbH · Messerschmittweg 7a, 6175 Kematen, Austria · FN 418550 s · ATU 68933979
Our products are training and demonstration aids: NOT FOR MEDICAL OR HUMAN USE, NON-STERILE AND ONLY FOR DEMONSTRATION.