We want the returns and complaints policy of the okulary-3d.pl store to be clear and compliant with applicable law.
Below you will find information about:
withdrawing from the contract and returning goods,
return costs,
exceptions to the right of withdrawal,
complaints concerning goods that do not conform to the contract,
warranties,
rules applicable to businesses.
1. Returning goods – withdrawal from the contract
If you are a Consumer and have made a purchase from our online store, you have the right to withdraw from the contract without giving any reason within 14 days.
As a rule, this period is calculated from the day on which you or a person designated by you, other than the carrier, received the goods.
If a single order includes several goods delivered separately, in batches or in parts, the period is calculated from receipt of the last item, batch or part, in accordance with the rules set out in the Consumer Rights Act.
How do I make a return?
To withdraw from the contract, inform us of your decision before the 14-day period expires.
You can send your declaration:
by email:
kontakt@okulary-3d.pl
or by post to:
Elvenica Sp. z o.o.
ul. Polna 4
87-162 Lubicz Górny
You do not have to give a reason for the return.
You may use the withdrawal form available in the Store Terms and Conditions, but use of the form is not mandatory.
It is helpful to include the following in your message:
your full name,
order number,
the email address used when placing the order,
the name of the product being returned.
This will help us quickly match the return to the correct order.
2. Sending back returned goods
After submitting your declaration of withdrawal from the contract, send the Product back without undue delay and no later than 14 days from the date on which you informed us of your withdrawal from the contract.
The goods should be sent to:
Elvenica Sp. z o.o.
ul. Polna 4
87-162 Lubicz Górny
To meet the deadline, it is sufficient to dispatch the parcel before the 14-day period expires.
Please ensure that the returned Product is properly protected during transport.
You do not need to include the receipt if the purchase can be identified in another way.
3. Return shipping costs
In the case of an ordinary withdrawal from the contract without giving any reason, the Consumer bears the direct cost of returning the Product, unless we inform you in advance that we will cover this cost.
A return should not be confused with a complaint.
If a complaint is submitted because the Product does not conform to the contract, the Seller bears the costs associated with a properly submitted complaint in accordance with the law.
4. Refunds
Following an effective withdrawal from the contract, we will refund all payments received from the Consumer in respect of the returned order, including the cost of its original delivery, but only up to the cost of the least expensive standard delivery method offered by us for the order in question.
If you selected a more expensive delivery method, e.g. express delivery instead of standard delivery, the difference in cost will not be refunded.
The refund will be made without undue delay and no later than 14 days from the date on which we receive the declaration of withdrawal from the contract.
However, we may withhold the refund until:
we receive the returned Product, or
we receive proof that it has been sent back,
whichever occurs first.
As a rule, the refund will be made using the same payment method used for the purchase, unless we agree on another method that does not incur any additional costs for the Consumer.
5. Condition of returned goods
The right to withdraw from the contract allows the Consumer to inspect the Product to an extent similar to what would be possible in a physical store.
The Consumer may check the nature, characteristics and functioning of the Product.
However, if the Product has been used beyond what is necessary to inspect it, the Consumer may be liable for any resulting reduction in the value of the Product.
Simply opening the packaging does not automatically result in the loss of the right of return.
6. When might the right of return not apply?
The right to withdraw from the contract does not apply in the cases specified in the Consumer Rights Act.
For the okulary-3d.pl product range, the following goods may be of particular relevance:
Made to individual order
The statutory right of withdrawal does not apply to non-prefabricated items made to the Consumer's specifications or intended to meet their individual needs.
This may apply, for example, to:
glasses made with the Customer's custom print,
products with a custom logo,
products made to non-standard dimensions,
individually prepared optical materials,
other products made specifically according to parameters specified by the Customer.
Goods related to health protection or hygiene
The right of withdrawal may not apply to goods supplied in sealed packaging that cannot be returned after opening due to health protection or hygiene reasons, if the packaging was opened after delivery.
We apply this exception only where the statutory conditions are met. The mere fact that the Product is a pair of glasses or another product that comes into contact with the user does not automatically exclude the right of return.
Information about any exclusion of the right of withdrawal will be provided alongside the Product if applicable.
COMPLAINTS
7. Goods not conforming to the contract
If the purchased Product does not conform to the contract, the Consumer has the right to submit a complaint directly to the Seller.
The Seller is:
Elvenica Sp. z o.o.
ul. Polna 4
87-162 Lubicz Górny
email: kontakt@okulary-3d.pl
The Seller's liability for goods not conforming to the contract arises from the provisions of the Consumer Rights Act and cannot be excluded or limited to the detriment of the Consumer.
8. When do goods not conform to the contract?
The goods should meet the terms of the contract, particularly with regard to:
description,
type,
quantity,
quality,
completeness,
functionality,
durability,
safety,
fitness for the purpose for which goods of this type are normally used.
The Product should also include the accessories and instructions that the Consumer may reasonably expect, and its characteristics should correspond to the information presented in the offer.
If, before the purchase, the Consumer informed us of a specific purpose for which they needed the Product and we accepted that purpose, suitability for such use may also constitute part of the contract.
9. How long are we liable for goods not conforming to the contract?
The Seller is liable for any lack of conformity of the goods with the contract that existed at the time of delivery and, as a rule, was revealed within 2 years from the date of delivery of the Product, unless applicable law or more favourable terms provided by the Seller specify a longer period.
This also applies to used Products sold to Consumers.
10. What can be requested in a complaint?
If the goods do not conform to the contract, the Consumer may initially request:
repair of the Product, or
replacement of the Product.
In circumstances specified by law, the Seller may use the other method of bringing the Product into conformity with the contract instead of the method selected by the Consumer if the requested method is impossible or would require excessive costs.
If repair or replacement does not bring the Product into conformity with the contract, or if other conditions specified by law apply, the Consumer may:
request a price reduction, or
withdraw from the contract if the lack of conformity is material.
If the Product's lack of conformity with the contract is sufficiently serious to justify an immediate price reduction or withdrawal from the contract, the Consumer may exercise these rights without first requesting repair or replacement.
The Consumer may not withdraw from the contract if the lack of conformity is immaterial.
11. Complaint costs
A properly handled complaint concerning goods that do not conform to the contract must not result in any costs to the Consumer.
In particular, the Seller bears the reasonable costs of:
collecting or sending the Product subject to the complaint,
transport,
repair,
replacement,
materials and labour.
If handling the complaint requires the Product to be made available to us, we will agree on how it should be provided.
Do not send the Product subject to the complaint by cash-on-delivery shipment without agreeing on the transport method in advance. However, this does not limit the Consumer's statutory rights or our obligation to bear the costs of a properly handled complaint.
12. How do I submit a complaint?
You can submit a complaint:
by email:
kontakt@okulary-3d.pl
or in writing:
Elvenica Sp. z o.o.
ul. Polna 4
87-162 Lubicz Górny
To help us process your complaint efficiently, it is useful to provide:
your full name,
order number,
the name of the Product concerned,
a description of the identified lack of conformity,
when the problem was noticed,
your request, e.g. repair or replacement,
contact details.
If the nature of the problem can be shown in a photograph or video, sending these may speed up verification of the complaint, but it is not a condition for accepting it.
A receipt is not required to submit a complaint.
The purchase may also be confirmed in another way, e.g. with an order number, payment confirmation or an email concerning the purchase.
13. Complaint processing time
We will respond to a Consumer's complaint within 14 days from the date of receipt.
If the Seller does not respond within the statutory period, the complaint will be deemed accepted in accordance with applicable law.
The response will be provided to the Consumer on paper or another durable medium, e.g. by email.
Repair or replacement should be carried out within a reasonable time after the Seller is informed of the lack of conformity and without significant inconvenience to the Consumer.
14. Damage to a shipment in transit
If the shipment is visibly damaged, we recommend:
taking photographs of the packaging and the Product,
reporting the damage to the courier,
preparing a damage report if the carrier provides this option,
contacting us as soon as possible.
Documentation of the damage makes it significantly easier to determine its cause and pursue claims against the carrier.
However, the absence of a damage report does not deprive the Consumer of their statutory rights against the Seller.
15. Warranty
Some Products may be covered by an additional warranty provided by the manufacturer, importer, Seller or another warrantor.
The warranty terms are set out in the warranty statement for the specific Product.
The warranty is independent of the Consumer's statutory rights arising from goods not conforming to the contract.
Using the warranty does not deprive the Consumer of the right to pursue claims directly against the Seller.
The Consumer decides whether to use the warranty or exercise their rights arising from the Seller's liability for goods not conforming to the contract.
BUSINESSES
16. Sole trader with consumer rights
The rights granted to Consumers also apply, to the extent specified by law, to a natural person entering into a contract directly related to their business activity if the content of that contract indicates that it is not of a professional nature for that person, in particular as determined by the scope of their business activity disclosed in CEIDG.
This includes, among other things, the relevant provisions concerning:
withdrawal from a distance contract,
goods not conforming to the contract.
17. Other institutional Customers and businesses
The statutory 14-day right to withdraw from the contract without giving any reason applies to Consumers and, to the extent provided by law, Sole Traders with Consumer Rights.
In particular, it does not automatically apply to:
companies,
foundations,
associations,
schools and educational institutions as organisational entities,
local government units,
public offices and budgetary units,
other legal persons and institutional entities.
This does not exclude the possibility of individually agreeing on the return of a Product with the Seller.
Complaints from Customers to whom consumer protection provisions do not apply are handled in accordance with the relevant provisions of law, the Store Terms and Conditions and the terms of the specific contract.
Need help?
If you have a question about a return, complaint or warranty, please contact us:
Elvenica Sp. z o.o.
ul. Polna 4
87-162 Lubicz Górny
email: kontakt@okulary-3d.pl
We will endeavour to clarify the matter as quickly as possible and indicate the appropriate course of action.