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WARRANTY CLAIM, RETURN AND REPLACEMENT

After-sales service

Complaints, exchanges and returns

Below you will find the most important information about withdrawing from the contract, exchanging a product and submitting a complaint at Optique Exclusive Progressive Eyewear Centre.

Returns and exchanges 30 days

For returns or exchanges of optical frames purchased without prescription lenses and sunglasses.

Complaints 2 years

Products purchased in our store are covered by a 2-year Manufacturer’s warranty.

Return addresses Warsaw / Konstancin

Parcels and in-person returns may be directed to one of two Optique Exclusive Progressive Eyewear Centre salons.

01 / Return

Withdrawal from the contract

Every Customer has the right to cancel an order while it is being processed without giving a reason. Every Customer has the right to return optical frames purchased without prescription lenses or sunglasses within 30 days of receiving the parcel, without giving a reason, by submitting a statement of withdrawal from the contract within this period.

To facilitate mutual settlement between the parties, it is recommended that the Customer withdrawing from the contract signs and returns the corrective invoice within 30 days of withdrawing from the contract.

Details regarding withdrawal from the contract and product exchanges can be found in the Terms and Conditions.

How to return a product?

  1. To withdraw from the contract, print and complete the return form available here.
  2. Pack the products together with the accurately completed form and proof of purchase.
  3. Send or deliver the returned products to the selected salon listed below.

Very important

  • Do not forget to include proof of purchase in the form of a VAT invoice, receipt or a copy thereof.
  • Please remember that the returned product must not be used.
  • You can send the return by parcel or deliver it in person to the salon in Warsaw or Konstancin-Jeziorna.
  • The refund will be made within 14 days from the date the return is processed.
  • The refund will be made using the same payment method as the original payment.
  • For cash-on-delivery orders, the funds will be refunded to the bank account number provided in the form.
  • The cost of returning the product to the store is covered by the store.
02 / Exchange

Product exchange

Any optical frames purchased without prescription lenses or sunglasses offered in the online store may be exchanged within 30 days of receiving the parcel.

The Customer exchanging the product is obliged to sign and return the corrective invoice. Details regarding returns and exchanges can be found in the Terms and Conditions.

How to exchange a product?

  1. Print and complete the exchange form available here.
  2. Pack the products together with the accurately completed form and proof of purchase.
  3. Send or deliver the returned products to the selected salon listed below.

Very important

  • Do not forget to include proof of purchase in the form of the VAT invoice or receipt that was included with the order.
  • Please remember that the returned product must not be used.
  • The product for exchange may be sent by parcel or delivered in person to the salon in Warsaw or Konstancin-Jeziorna.
  • After receiving the parcel, the Customer Service Office will contact you to confirm the settlement and product availability.
  • If the product you purchased is cheaper than the product you would like to exchange it for, we will ask you to pay the difference.
  • If the product you choose is cheaper than the product previously purchased, the difference will be refunded within 14 days from the date the product is accepted.
  • If the product is available in our warehouse, we will ship it within 24 hours after settlement. The shipping date for a made-to-order product will be confirmed by email.
  • The cost of returning the product to the store is covered by the store.
03 / Complaints

Submitting a complaint

Every product purchased in our store is covered by a 2-year Manufacturer’s warranty. During this period, the Customer has the right to submit a complaint regarding the product.

The warranty covers only defects resulting from possible hidden product faults. Damage related to improper use of the product is not covered by the warranty.

How to submit a complaint?

  1. Print and complete the complaint form available here.
  2. Pack the products together with the accurately completed form and proof of purchase.
  3. Send or deliver the products subject to complaint to the selected salon listed below.

Very important

  • Do not forget to include proof of purchase in the form of the VAT invoice or receipt that was included with the order.
  • The product subject to complaint may be sent by parcel or delivered in person to the salon in Warsaw or Konstancin-Jeziorna.
  • Within 14 days from the date of receiving the parcel, the Customer Service Office will contact you regarding the complaint decision.
  • If the complaint is accepted, the possible solutions include a refund or exchange for a new product.
  • The refund will be made using the same payment method as the original payment.
  • For cash-on-delivery orders, the funds will be refunded to the bank account number provided in the form.
  • In the event of a product exchange, the Customer Service Office will contact you to confirm the settlement and product availability.
  • If the product you are submitting a complaint for is cheaper than the product you would like to exchange it for, we will ask you to pay the difference.
  • If the product you choose is cheaper than the one previously purchased, the difference will be refunded within 14 days from the date of a positive complaint decision.
  • If the product is available in our warehouse after settlement, we will ship it within 24 hours. Shipping of a made-to-order product will be confirmed by email.
  • The costs related to returning the product subject to complaint are refunded by the store immediately after the complaint is accepted.
04 / Information

Formal information

We inform you that Glaser Group sp. z o.o. with its registered office in Warsaw, entered into the Register of Entrepreneurs of the National Court Register by the District Court for the Capital City of Warsaw, 12th Commercial Division of the National Court Register under KRS number 0000475410, hereinafter referred to as the “Entrepreneur”, is not obliged to use out-of-court consumer dispute resolution within the meaning of the Act of 23 September 2016 on out-of-court consumer dispute resolution.

The Entrepreneur is not subject to the jurisdiction of any authorised entity within the meaning of the above-mentioned Act.

At the same time, the Entrepreneur declares that it refuses to participate in proceedings concerning out-of-court consumer dispute resolution.

Do you have any questions?

For any questions, please contact the Customer Service Office.

Warsaw: +48 22 622 20 05 warszawa@optique-exclusive.pl Konstancin-Jeziorna: +48 536 360 660 konstancin@optique-exclusive.pl
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