Return Policy

A prerequisite for the return of products is to have in your possession the relevant purchase document proving the transaction (e.g., Retail Receipt, Sales Invoice / Delivery Note, etc.), and to contact us at 24610 22470 or [email protected] before proceeding to return the product.

Defective Products / Wrong Products

In case of a defective product, please contact us directly by calling 24610 22470 to find out how to replace the product. Our Company will replace the product if the legal requirements are met and the terms of the Company’s return policy are adhered to.

Below are the terms and conditions and ways of returning non-defective products in cases where an error has been made by us:

1. The date of receipt of the order with the date of submission of the request for return must not exceed 7 days.
2. The request must be made in writing by e-mail to [email protected] indicating relevant details and telephone number so that our company staff can contact you for clarification.
3. The product must not have been opened or used and must be in its original (factory) condition in which it was delivered to you and included in its original packaging. Once received, its condition will be checked and if it does not meet the above conditions, the return will not be accepted. The final decision on the condition of the product rests with our company.
4. In any case, the product to be returned must be accompanied by the corresponding sales document.

Note: In case of returning products at the request of the customer and if the above conditions are met, the customer is solely responsible for the transport costs.

Right of Withdrawal

You have the right to withdraw from this contract within 14 calendar days without giving any explanation.

The withdrawal period expires 14 calendar days from the day after the day on which you or a third party other than the carrier and nominated by you acquired physical possession of the goods.

In order to exercise your right of withdrawal, you must inform our company, located at 4 Makedonomachon Street, 50131, Kozani, (email:[email protected]) of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by e-mail). For your convenience, you may use this model withdrawal form.

To meet the withdrawal deadline, it is sufficient to send your declaration of exercise of your right of withdrawal before the deadline. The products purchased must be returned in their original condition accompanied by the relevant sales document (receipt – invoice).

ATTENTION: In any case, before taking any action, please contact us by phone at 24610 22470 or by email at [email protected].com to guide you on the steps to take depending on the problem you are experiencing.

Consequences of withdrawal

If you withdraw from this contract, we will refund the money we have received from you for the cost of the products, delivery costs or other additional costs due to your choice of delivery method or payment method (cash on delivery) with additional costs, without undue delay and in any case within 14 calendar days from the day we are informed of your decision to withdraw from this contract. We will execute the above refund using the same means of payment that you used for the original transaction, unless you have expressly agreed otherwise, in which case you will not be charged any fees for such refund. In cases of cash on delivery, you must indicate to us the account to which you wish the amount to be deposited. “We are entitled to delay the refund until we receive the goods back or until you provide evidence that you have sent the goods back, whichever comes first.”. You must send back the goods or deliver them to us without undue delay and in any event within 14 calendar days of the day on which you tell us that you are withdrawing from this contract. The deadline is deemed to have been met if you send back the goods before the expiry of the 14-day period. You will bear the direct cost of returning the goods. You shall only be liable for any reduction in the value of the goods resulting from handling that was not necessary to determine the nature, characteristics and function of the goods (handling and examination of the goods must be carried out in the manner in which you would be permitted to carry out such handling and examination in a physical shop).

Procedure & Ways to Return Products

In our physical store:

You can visit our store where our staff will check the status of the product and will assist you immediately. If you wish to replace the product or exchange the product with another one, it is recommended that you contact our store beforehand at 24610 22470 to confirm the availability of the new product.

Product dispatch:

You can send us the product by following this procedure:

First you pack the products in the box in which you received your order and then send the parcel to the address 4 Makedonomachon 4, 50131, Kozani.

For further questions and guidance regarding the shipment of the product you can contact us at tel. 24610 22470.

Order cancellations

1. If you register your order on our website or place your order by telephone, it is possible to cancel it a) by a subsequent e-mail to [email protected], if it is sent and received by optikapoupnara.com b) by informing us at tel. 24610 22470, if the products have NOT been delivered for shipment.

2. In any other case, you can cancel your order by phone at 24610 22470, by e-mail at [email protected] or by visiting our store, if the products have NOT been delivered for shipment. For your convenience, know your order number.

Comments

optikapoupnara.com reserves the right to remove or lawfully modify its returns policy by posting the relevant new terms and conditions on its website.

In case of repeated returns by the consumer, optikapoupnara.com, reserves the right to refuse to accept the return of a product due to abuse of the right of withdrawal or replacement of our products, even if the above terms and conditions are met (Art. 281 CC).

If the above legal procedure is not followed or the legal conditions for accepting the return of a product are not met, then the product will be returned to the consumer, who will be charged with the packaging and shipping costs.

Complaints policy

The specialized staff of our company is next to you at any time, before and after the delivery of our products, ready to solve any problem and questions. At 24610 22470, by e-mail at [email protected] or in person at our physical store you can report any problem you may encounter regarding our services.

The address to which returns will be made is:

4 Makedonomachon 4, 50131, Kozani

For any other information or questions you can contact the customer service at 24610 22470

In order to make a refund, please note the following:

  • If the product is accompanied by a gift, it must be returned with the product.
  • The packaging of the shipment must be secure to prevent any damage during transport.
  • Our company is not responsible in case of loss or damage of the product during the return transport.
  • The return costs shall be borne by the customer (provided the cause is not our fault).
  • The return amount is the total cost of the order in question minus 10€ (this applies to either cash on delivery or paid orders regardless of cost).
  • In order for the product to be returned the packaging must be closed and unopened.
  • In case of return of the products or cancellation of the order, your refund will be completed within ten days from the date of receipt of the products or the date of cancellation of the order respectively.
  • Refunds can be made within 4 days from the date of receipt

*Goods that are special order (such as toric, astigmatic, multifocal and specific glasses) are not refundable.

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