Return & Refundation

1. 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.

2. 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:

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.