Optyk Rozmus works according to our 100% money back guarantee and hassle free returns policies. This means that you can return any unopened and undamaged boxes of lenses / solution / drops at any stage as long as the product has not expired. EU law guarantees a 14-day returns period. We say that's not long enough and so have therefore extended this to better protect our customers. Caution: this does not apply to custom made products such as coloured toric contacts or CooperVision spherical lenses. For some products there is a time frame within which they must be sent back for the return to be accepted. Always read product descriptions carefully to learn about the details.
After we receive your unwanted items, we will issue a full refund for them. Please allow a few days for the money to appear on your credit card or bank account as international transfers can take up to a week or longer depending on your original payment method.
Damaged and faulty products
This is very rare but if you spot a crack or a tear on your lens, even though you haven't touched it, it means that the lens is faulty and you should not wear it. Instead, please send it back to us as we report any and all faults to the relevant manufacturer. We will send you a replacement or a refund. If the lens crack or tear appeared after you've been using it, it is possible that it stems from improper handling, in which case we won't be able to refund you.
You can return faulty lenses any time, with the assumption that the fault existed at the moment of purchase and is not as a result of improper use or care. Please note, the faulty items cannot be expired when returned. We do not guarantee a refund after this period is exceeded or in situations when either our lab staff or the manufacturer is unable to find the fault or deems the fault to have been caused by improper handling. Optyk Rozmus' liability is limited to the value of the purchased product.
You are eligible for a refund or a replacement if, upon opening the blister pack/vial you notice that the colour of the lens doesn't match the product label (eg. the box says Adria UV 55 Green and the lens is black). This indicates a packaging issue at the manufacturer and will also be happily resolved by our Customer Service Team, just let us know.
We work really hard to always fulfill our customers' orders perfectly, but we are only human and nobody's perfect - sometimes mistakes can happen for which we apologize sincerely. So please check your order carefully to ensure you have received the correct items from us. If you received an incorrect product or we've made a mistake and sent you the wrong power of your lenses, please contact us at firstname.lastname@example.org and together we will arrange a return and a replacement. We will also be happy to give you a discount to help make up for the inconvenience.
Please think carefully while placing your order and bear in mind that not all lenses are for everybody. We do not accept returns of opened boxes of lenses, unless they are clearly faulty or we have made a mistake by sending an incorrect product/prescription. Contact lenses are sterile, medical products that, when opened, cannot be reused and therefore it's impossible to return them to the manufacturer or put them back in our warehouse. Coloured contacts presented on our website can look different on different people as most of them are not totally opaque and will blend with your natural eye colour to some degree. What's more, some people's pupils are naturally quite small, so there is always a chance that in these people, their natural eye colour will be visible around the edge of the pupil in the pupil hole of the lens. For these reasons, we always recommend that customers try a few styles of lens to find the ones that fit and suit them just right.
How to make a return
If you want to return an item, please get in touch and let us know about your problem and the reason for returning it. We will then provide you with a returns number. Depending on the circumstances we will guide you through the process. Regardless of the underlying cause of the return, in order to send your products back, write the Returns Number and the words "Warranty Returns" on the back of the envelope and post it to the address below:
Optyk Rozmus Eye Care
ul. Piastowska 3
We ask that you use regular shipping with your national postal services so as not to incur additional costs. The cost of the postage will only be refunded in the form of a discount code in situations, where it was our fault that you needed to return your items. We recommend that you use registered mail to send the items back to us as we cannot accept liability for loss or damage in transit.
Caution: If you wish to return an item from outside EU, please use national postal services (not private courier companies) and state clearly on the envelope that the contents of your parcel is a warranty return to the seller. That way you will speed up the returns process, because your parcel will not be stopped by customs and there will not be a duty charge associated with it. Please note, that duty incurred by an incorrectly marked and/or shipped warranty return will be deducted from your refund.
We issue refunds for unwanted products (assuming you prefer that to receiving a replacement) after we receive them back in our warehouse. Please allow a few days for the money to show up on your bank account, as international transfers can take some time to be cleared. We will also refund you the shipping cost if the return is caused by our mistake or the returned lenses are faulty. Otherwise the refund will only include the value of the purchased items.