Terms of service

STAR OPTIK LTD BEOGRAD BRANCH MY STAR OPTIC

VAT: 104126217

Registration number: 20098015

Address: Raše Plaovića 2, Belgrade 11160, Serbia

Web: mystaroptic.com

Code and name of activity: Other retail sale of new goods in specialized stores (4778)

Phone numbers:

• +381 64 66 898 57
• +381 11 74 365 65

E-mail: contact@mystaroptic.com

1. TERMS OF PURCHASE

Prices including VAT

All prices listed on the website are valid on the day of ordering and include VAT. All prices are in dinars. Upon completion of the order on the website, you will receive an email order confirmation. This email contains your details, which you provided during ordering.

Payment

a) Cash on Delivery Payment

If you choose cash on delivery when confirming the order, you will pay for the selected glasses in cash upon receiving the product. Cash on delivery is only available within the territory of the Republic of Serbia.

b) Payment by Credit Cards

Security of Online Payments

While conducting payments on our web shop you are using CorvusPay – an advanced system for secure acceptance of credit cards on the Internet.

CorvusPay system ensures complete privacy of your credit card data and personal data from the moment you type them into the CorvusPay payment form. Data required for billing is forwarded encrypted from your web browser to the bank that issued your payment card. Our store never comes into contact with your sensitive payment card data. Similarly, CorvusPay operators cannot access your complete cardholder data. An isolated system core independently transmits and manages sensitive data while at the same time keeping it completely safe.

The form for entering payment data is secured by an SSL transmission cipher of the greatest reliability. All stored data is additionally protected by hi-grade encryption, using hardware devices certified by FIPS 140 2 Level 3 standard. CorvusPay fulfills all of the requirements for safe online payment prescribed by the leading credit card brands, operating in compliance to the PCI DSS Level 1 standard - the highest security standard of the payment card industry. Payments made by cards enroled with the 3-D Secure program are further authenticated by the issuing bank, confirming your identity through the use of a token or a password.

All information collected by Corvus Pay is considered a secret and treated accordingly. The information is used exclusively for the purposes for which they were intended. Your sensitive data is fully

secure and it’s privacy is guaranteed by the state of the art safeguard mechanisms. We collect only the data necessary for performing the work in accordance with the demanding prescribed procedures for online payment.

Security controls and operating procedures applied within the CorvusPay infrastructure not only ensure current reliability of CorvusPay but permanently maintain and enhance the security levels of protecting your credit card information by maintaining strict access controls, regular security and in-depth system checks for preventing network vulnerabilities.

Thank you for using CorvusPay!

Conversion

All payments will be effected in Serbian currency – dinar (RSD).

The amount your credit card account will be charged for is obtained through the conversion of the price in Euro into Serbian dinar according to the current exchange rate of the Serbian National Bank. When charging your credit card, the same amount is converted into your local currency according to the exchange rate of credit card associations. As a result of this conversion there is a possibility of a slight difference from the original price stated in our web site. Thank you for your understanding.

c) Payment via PayPal

For international customers, we also offer payment via PayPal, the safest global online payment service.

DELIVERY

Within the territory of Serbia, delivery is carried out by the courier service Post Express. If you do not specify which courier service you want the goods to be delivered by, they will be delivered via Post Express.

Delivery is not carried out on Sundays and during public holidays. Within 1-4 working days, we will install the prescription lenses and deliver the requested glasses to your address. After receiving your order, you will receive an automatic message to the email address you provided. If we need additional information, we will contact you at the phone number you provided.

All glasses come with a hard case for storage, and we ensure that the package is not damaged during delivery.

INTERNATIONAL SHIPPING

For international orders, we offer shipping via the Serbian Post.

Please note that the timeframe for delivery may vary and is dependent on the agreements between the Serbian Post and the postal service of the recipient's country.

While we strive to dispatch international orders promptly, we cannot guarantee specific delivery dates due to potential delays in customs clearance, transportation, and other factors beyond our control.

We appreciate your understanding regarding any unforeseen delays that may occur during international shipping.

If you have any concerns or inquiries about the status of your international order, please feel free to contact us, and we will do our best to assist you.

2. CONTRACT WITHDRAWAL

According to the Consumer Protection Act (Official Gazette of the RS, No. 62/2014), purchases through our sales website are considered distance selling.

The law establishes the right of the buyer to withdraw from the contract within 14 days from the day the product is handed over to him, or to the possession of the person specified by the buyer, who is not the carrier. When withdrawing, the buyer does not have to state the reasons for withdrawal. This applies, for example, to prescription frames or sunglasses but does NOT apply to products that are manufactured according to specific consumer requirements or are clearly personalized, such as prescription lenses.

Contract withdrawal is made by submitting a contract withdrawal form. The form should be completed with relevant customer and product information, printed, signed, and returned by mail to our address. You can download it here: CONTRACT WITHDRAWAL FORM.

We will confirm receipt of the form promptly in writing or electronically. Along with the confirmation, we will send you instructions on how to return the goods.

According to the Consumer Protection Act, the buyer bears the cost of returning the product.

The buyer is obliged to return the product without delay, and no later than within 14 days from the day he sent the withdrawal form. After the expiration of the 14-day period from the day of sending the withdrawal, the product cannot be returned.

Only unused, undamaged products in their original packaging, with all accessories and accompanying documentation (warranty card, instructions, etc.), can be returned, along with the original fiscal receipt.

Upon receipt of the product, it will be determined whether the product is correct and undamaged. The buyer is responsible for the defect or damage to the product resulting from inadequate handling of the product, i.e., the buyer is solely responsible for the diminished value of the product resulting from handling the product in a manner that is not appropriate, or exceeds what is necessary to determine its nature, characteristics, and functionality. If it is determined that a defect or damage to the product is due to the buyer's fault, the return of the price will be rejected, and the product will be returned to him at his expense.

The price will be refunded to the buyer upon receipt of the product and after it is determined that the product is undamaged and correct, by bank transfer to the buyer's bank account stated in the contract withdrawal form.

3. PRODUCT COMPLAINT

Based on the Consumer Protection Act, "Official Gazette of the RS" no. 62/2014, STAR OPTIK LTD, on June 27, 2024, adopts the following:

COMPLAINT REGULATION                                                        

The customer has the right to file a complaint (reclamation) at the STAR OPTIK LTD sales location or via the online complaint form.

The consumer can only exercise the right to complain with an attached fiscal receipt (invoice) for the purchased product. The seller is obliged to respond to the consumer's complaint in writing or electronically within eight days of receiving the complaint. The deadline for execution is 15 days from the day of filing the complaint.

Article 1.

For products WITH A WARRANTY CERTIFICATE, the warranty certificate is valid in the event of a product malfunction within the warranty period specified on the certificate.

• The warranty does not cover damage caused by the buyer's fault, improper handling, or wear and tear caused by normal use. In case of violation of the warranty conditions, the consumer is obliged to pay for the repair of the product.
• The consumer is obliged to keep the fiscal receipt, invoice, and warranty certificate.
• If the defect cannot be removed, the product can be replaced for the same or a different product of the same or higher price with a mandatory surcharge.
• If the defect cannot be removed or replaced, the consumer has the right to refund the purchase price or a proportional part thereof, in agreement with the seller.
• The warranty period starts from the day of the fiscal receipt (invoice).
• The warranty does not cover damage caused by mechanical, electrical, or other damage resulting from improper use or handling of the product, as well as defects caused by force majeure.
• The warranty does not cover damage resulting from unauthorized interference or intervention in the product.
• The warranty does not cover the cost of transportation, handling, and other expenses related to the complaint.
• The warranty does not cover damage resulting from external influences (such as lightning, power surges, etc.).
• The warranty does not cover damage to the product caused by natural wear and tear.
• The warranty does not cover damage caused by incorrect use of the product, contrary to the instructions for use.
• The warranty does not cover damage caused by dropping, breaking, breaking, or other mechanical damage to the product.
• The warranty does not cover damage caused by normal wear and tear of the product.
• The warranty does not cover damage to the product caused by foreign objects.
• The warranty does not cover damage to the product caused by moisture or water.
• The warranty does not cover damage to the product caused by fire, lightning, earthquake, flood, and other force majeure.
• The warranty does not cover damage caused by overheating of the product.
• The warranty does not cover damage caused by the use of products that are not suitable for the product, or by using products that do not meet the specified characteristics and parameters.
• The warranty does not cover damage caused by incorrect installation, installation, or disassembly of the product.
• The warranty does not cover damage caused by modifications, alterations, or repairs made to the product by unauthorized persons.
• The warranty does not cover damage caused by improper handling, improper use, or improper storage of the product.
• The warranty does not cover damage caused by any other reason not covered by this warranty.

Article 2.

For products WITHOUT A WARRANTY CERTIFICATE:

If the delivered goods do not conform to the contract, the consumer who has informed the seller of the non-conformity has the right to request the seller to rectify the non-conformity, free of charge, by repair or replacement, or to request an appropriate reduction in price or to terminate the contract regarding those goods. The seller is liable for the non-conformity of the goods under the contract that appears within two years from the date the risk passes to the consumer.

The consumer has the right to choose whether the non-conformity of the goods is rectified by repair or replacement by the seller.

If rectifying the non-conformity in accordance with paragraph 2 of this article is not possible, the consumer has the right to request an appropriate reduction in price or to terminate the contract if:

1. The non-conformity cannot be rectified by repair or replacement at all or within a reasonable time;

2. The consumer cannot exercise the right to repair or replacement, or if the seller has not performed the repair or replacement within a reasonable time;

3. The repair or replacement cannot be carried out without significant inconvenience to the consumer due to the nature of the goods and their intended purpose;

4. Rectifying the non-conformity by repair or replacement imposes a disproportionate burden on the seller.

A disproportionate burden for the seller, as referred to in paragraph 3, point 4) of this article, occurs if, compared to a price reduction or contract termination, it creates excessive costs, taking into account:

1. The value the goods would have if they were in conformity with the contract;

2. The significance of conformity in the specific case;

3. Whether the non-conformity can be rectified without significant inconvenience to the consumer.

The consumer has the right to request a replacement, an appropriate reduction in price, or to terminate the contract due to the same or another non-conformity that appears after the first repair, and a second repair is possible only with the explicit consent of the consumer.

Taking into account the nature of the goods and the purpose for which the consumer acquired them, the repair or replacement must be carried out within a reasonable time without significant inconvenience to the consumer and with their consent.

If the non-conformity appears within six months from the date the risk passes to the consumer, the consumer has the right to choose between requesting the non-conformity be rectified by replacement, an appropriate reduction in price, or declaring the termination of the contract.

If the non-conformity appears within six months from the date the risk passes to the consumer, rectifying the non-conformity by repair is possible only with the explicit consent of the consumer.

All costs necessary to bring the goods into conformity with the contract, especially the costs of labor, materials, collection, and delivery, are borne by the seller.

For the obligations of the seller to the consumer arising from the non-conformity of the goods, the seller has the right to request reimbursement from the manufacturer in the supply chain for what has been fulfilled based on that obligation.

The consumer cannot terminate the contract if the non-conformity of the goods is minor.

The rights from paragraph 1 of this article do not affect the consumer's right to claim compensation from the seller for damages arising from the non-conformity of the goods, in accordance with the general rules on liability for damages.

Article 3.

In the case of a COMPLAINT, the consumer can contact the sales location:

• By calling: +381 64 66 898 57 or +381 11 74 365 65.
• By sending an email to: contact@mystaroptic.com

Article 4.

The seller will keep records of received complaints, which contain all relevant information about the consumer and the complaint itself.

The seller will keep records of executed complaints, which contain all relevant information about the consumer, the complaint itself, and the measures taken to resolve the complaint.

The seller will keep records of unresolved complaints, which contain all relevant information about the consumer, the complaint itself, and the reasons for the failure to resolve the complaint.

Article 5.

Refund for purchases made by payment cards

In the case of returning goods and refunding the customer who previously paid with one of the payment cards, either partially or in full, regardless of the reason for the return, STAR OPTIK LTD is obliged to make the refund exclusively through VISA, MC, and Maestro payment methods, which means that the bank will, at the request of the seller, perform the refund to the cardholder's account.

Article 6.

These rules are publicly available on the website www.mystaroptic.com, and the seller reserves the right to change them.

In case of any changes, the seller will notify the consumer of the changes by publishing them on the website www.mystaroptic.com.

If the consumer does not agree with the changes, he has the right to file a complaint in accordance with the provisions of the Consumer Protection Act ("Official Gazette of the RS", No. 62/2014) and other regulations governing consumer protection in the Republic of Serbia.

If the consumer agrees with the changes, he is obliged to comply with the changes.

PROTECTION OF USER PRIVACY

Transaction Data Protection

When entering payment card information, confidential information is transmitted over the public network in a protected (encrypted) form using SSL protocols and PKI systems, as the most advanced cryptographic technology currently available.

The security of data during purchase is guaranteed by the payment card processor, Aik Banka ad Beograd, so the entire payment process is conducted on the bank's pages. At no point are the payment card details available to our system.

Privacy Policy

At STAR OPTIK LTD we commit to preserving the privacy of all our customers. We collect only necessary, basic customer/user information and data essential for business and user information in accordance with good business practices, aiming to provide quality service. We provide customers with the option to choose, including the decision to be removed from mailing lists used for marketing campaigns. All customer/user data is strictly kept and accessible only to employees who require the information to perform their duties. All employees at STAR OPTIK LTD are responsible for respecting privacy protection principles.

In accordance with Article 23 and 24 of the Law on Personal Data Protection ("Official Gazette of RS", No. 87/2018) and the General Data Protection Regulation (GDPR), concerning the collection of personal data when ordering and purchasing products that STAR OPTIK LTD (hereinafter: Controller) sells on the website www.mystaroptic.com (hereinafter: website), Star Optik, as the data controller, provides the following information about the processing of personal data:

1) Identity of the person responsible for data processing

Legal entity: STAR OPTIK DOO Beograd

Address: Raše Plaovića 2, Belgrade, Serbia

VAT: 104126217

Legal representative: Ljiljana Ćirović, director

2) Legal basis for collecting and processing data

The legal basis for collecting and processing personal data is the free consent of the person who, by providing their data on the website, is considered to have given consent. If someone registers another person and their personal data, it is the responsibility of that person to ensure that the registered person is informed about this information and accepts it.

3) Purpose of collecting and processing data

Personal data is collected because it is necessary for the registration, ordering, and delivery of products ordered through the website www.mystaroptic.com. Special categories of data are not collected or processed.

The provided data will be used in the process of handling complaints about products purchased through the website.

4) Data collected and processed

Name and surname; email; delivery address; phone number; prescription (only if the order includes prescription lenses).

5) Purpose and method of data usage

The Controller processes your personal data solely based on your consent and the law for the purpose of: fulfilling the rights and obligations arising from the business relationship between you and the Controller, fulfilling its contractual obligations, especially regarding the delivery of ordered products through the website; fulfilling obligations prescribed by the regulations of the Republic of Serbia and GDPR related to the retention of documentation proving the existence of a contractual relationship; fulfilling obligations prescribed by the Law on Personal Data Protection and GDPR related to the processing of personal data.

6) Persons using the data

Personal data in the registry of registered individuals on the website is used by employees authorized by the Controller to receive and prepare orders for dispatch, employees authorized for complaints, and individuals authorized to decide on filed complaints. These individuals will be familiar with your data only to the extent necessary to perform their duties. The Controller will enable competent authorities, other individuals, and services access to data from the registry of registered individuals on the website, which, in accordance with the applicable regulations of the Republic of Serbia, have the right to access this data. Similarly, the Controller may provide this data upon an official request from a court or other body competent to resolve disputes regarding the breach of personal data or related complaints.

7) Withdrawal of consent for data processing and legal consequences of withdrawal

You can withdraw your consent for the processing of your personal data given to the Controller at any time. From that moment, the Controller will not process your personal data based on the withdrawn consent, but this will not affect the lawfulness of the data processing carried out based on the consent before its withdrawal. If the data is withdrawn during the complaint resolution process, the procedure is suspended and is considered as if the complaint has not been submitted.

8) Rights of individuals regarding data processing

The individual whose data the Controller processes has the right to request from the Controller: to be truthfully and completely informed about the processing of their data; the right to information, access, and/or a copy of the data concerning them, as well as the right, based on the insight into the data (correction, supplementation, updating, deletion of data, as well as the termination and temporary suspension of processing).
The right to data deletion is granted in the following cases: if the purpose of processing is not clearly defined; if the purpose of processing has changed and the conditions for processing for that changed purpose are not met; if the purpose of processing has been achieved, i.e., the data is no longer needed to achieve the purpose; if the manner of processing is not permitted; if the data is part of the number and type of data whose processing is disproportionate to the purpose; if the data is inaccurate and cannot be corrected by replacing it with accurate data; if the data is processed without consent or authorization based on the law; and in other cases where processing cannot be performed in accordance with the provisions of the law.

9) Unauthorized data processing

The Controller will not process data if: the individual has not given consent for processing, or if processing is done without legal authorization; for a purpose different from the one for which it was specified, regardless of whether it is based on the consent of the individual or legal authorization for processing without consent; the purpose of processing is not clearly defined, if it has been changed, unauthorized, or already fulfilled; the individual to whom the data relates has been determined or determinable, and after the purpose of processing has been fulfilled; the method of processing is unauthorized; the data being processed is unnecessary or unsuitable for the purpose of processing; the number or type of data being processed is disproportionate to the purpose of processing; the data is false and incomplete, or it cannot be replaced with accurate data through correction, or it is outdated.

10) Data retention period

The Controller keeps your personal data until the expiration of the legal retention period, or as long as there is a legitimate interest, up to a maximum of 10 years, or valid consent or agreement. The Controller will not keep your personal data longer than necessary and lawful by processing them solely for the purposes for which the data was collected.

11) Rights of individuals in case of unauthorized data processing

In case of unauthorized data processing, individuals are entitled to all rights under the Law on Personal Data Protection, whose implementation is supervised by the Commissioner for Access to Information of Public Importance and Personal Data Protection.

12) Data security

The Controller will appropriately protect personal data from misuse, destruction, loss, unauthorized changes or access, and take all necessary technical, personnel, and organizational measures to protect data in accordance with established standards and procedures, necessary to protect data from loss, destruction, unauthorized access, change, disclosure, and any other misuse, as well as to determine the obligation of individuals employed in processing to maintain the confidentiality of data. Personal data will be treated as confidential information, and the Controller will take appropriate measures to protect them in accordance with regulations.

13) Contact for questions regarding the processing of personal data

The contact person for questions regarding the processing of personal data is:

Ljiljana Ćirović, director 

E-mail: contact@mystaroptic.com

Phone: +381 64 66 898 57