Complaints Policy

We take what our customers tell us very seriously and are always trying to improve our service and website. For this reason, we welcome complaints and suggestions from our customers so please tell us how we are doing and how we can be better next time.

If you wish to file a complaint about our products or service, please e-mail us on complaints@optykrozmus.com. By contacting us at this email address, your issue will be escalated to the senior staff best able to deal with the issue at hand.

If you have had good service from us you can let us know as well or give us a 5 star rating on Facebook or Google Seller Ratings. Those things really help us out.

Below are the rules for filing a complaint as per our Terms and Conditions

  1. The User has the right to file a complaint regarding both the performance of the contract of sale and the performance of the contract for the provision of electronic services. In the event that a defect of the sold item is found, the Seller shall be liable as specified in particular in the provisions of Articles 556 and 5561-5563 of the Civil Code.
  2. In case of non-delivery to the Customer, the first line of contact is the Store Customer Service.
  3. A complaint notification should be submitted via e-mail and contain the following information:
    • first and last name,
    • order number
    • description of non-compliance of the goods with the contract,
    • date of purchase
  4. Adherence to paragraph 2 will facilitate and allow the complaint to be processed more efficiently.
  5. The complaint will be considered within 14 days from the date of delivery of the goods.
  6. The customer is obliged to send the product to the Operator of the Store to the address provided by the customer service team.
  7. Lenses which are the subject of the complaint should be suitable for analysis, i.e. they should be protected from drying out (immersed in lens care solution) and packed in a way that protects them from mechanical damage during shipment.
  8. In case of a complaint, the lenses will be forwarded by OptykRozmus.com to the manufacturer. Based on the analyses performed by the manufacturer, the validity of the claim will be determined.
  9. Online store OptykRozmus.com does not accept complaints involving:
    • mistakes made by the Customer when ordering goods (wrong parameters of lenses)
    • wrong selection of lenses for the Customer by the optician or ophthalmologist.
    • wrongly selected color of lenses not corresponding to the Customer's preferences
    • lack of timely eye check-ups with an ophthalmologist or optician/optometrist.
    • use of lenses not in accordance with their intended use including:
    1. causing the lenses to dry out (lack of use of care solution) after removal from the blister,
    2. leading to a tear or cavity on the lens due to careless handling,
    3. contamination of lenses with cosmetics or other chemicals that adversely affect the lens,
    4. leading, by the Customer, to soiling of the lenses, resulting in the inability to carry out their analysis,
    5. use of lenses for longer than recommended by the manufacturer.
  10. If the complaint is unjustified, for the reasons indicated in paragraph 9, the claimed lenses may be sent to the Customer or collected by the Customer at the premises of OptykRozmus.com within 14 days from the date of considering the complaint.