Complaints and returns
Complaints Procedure
Pack the products in their original case and box. Do not forget to include all accessories, including a cleaning cloth. Also include in the package the completed complaint form and the invoice you received from us.
You may return purchased glasses without giving a reason within 14 days of delivery. If there is any problem with them, please let us know as soon as possible at info@gigaoptik.com.
Custom-made products (glasses with full prescription lenses and lenses cut to individual parameters) cannot be returned within 14 days, in accordance with Article 103 of Royal Legislative Decree 1/2007 of 16 November in Spain and our Terms and Conditions.
In both cases, send the complete package, packed as indicated above, to:
GIGA OPTIK s.r.o.
Komerční 466
251 01 Nupaky
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General Provisions
This Complaints Procedure is part of the General Terms and Conditions of the seller GIGA OPTIK s.r.o., Company ID 07274165, VAT ID CZ07274165, with its registered office at Nádražní 129, Mnichovice, 251 64, registered in the Commercial Register kept by the Municipal Court in Prague, file number C 298167 (hereinafter referred to as the “Seller” or “Gigaoptik”), and describes the procedure for handling complaints regarding goods purchased from Gigaoptik.
The Buyer is obliged to read the Complaints Procedure and the General Terms and Conditions before ordering goods. At the same time, the Buyer acknowledges that they are obliged to provide Gigaoptik with the necessary cooperation required for resolving the complaint; otherwise, the deadlines will be extended accordingly by the time during which the Buyer has not provided the required cooperation.
By concluding the Purchase Contract and accepting the goods from the Seller, the Buyer accepts this Complaints Procedure.
II. Definition of the Concept of a Complaint
A complaint is defined as a process by which a customer notifies the company of a problem or defect in a product purchased from Gigaoptik and requests a solution. This problem or defect may include manufacturing defects, product malfunction, non-compliance with the order, damage during shipping, or other defects preventing the full use of the product.
Normal wear and tear of the product due to use, dirt or damage caused by the customer, and improper use of the product — occurring when the instructions for use are not followed — are not considered complaints.
III. Conditions for Filing a Complaint
The period for exercising rights for defective performance begins on the day the goods are received by the buyer. A complaint can be submitted within 2 years from the first day of receipt of the goods.
The accepted method for filing a complaint is to send the goods to the contact address for complaints. For a complaint to be accepted, the following conditions must be met:
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A properly completed complaint form must be attached to the returned goods.
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The customer is responsible for the costs incurred when sending the claimed goods to the complaint address.
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Gigaoptik assumes no responsibility for any damage occurring during the transport of the claimed goods.
IV. Complaint Procedure
The customer must send the claimed goods to the complaints address, including a properly completed complaint form.
Upon receiving the complaint, Gigaoptik will immediately initiate the complaint procedure. The time limit for processing the complaint is 30 days from its receipt. Once the complaint procedure has started, the claim will be evaluated. The customer will then be informed of the result of the complaint. In the event of a positive evaluation, repair options will be offered to the customer.
V. Data Protection
Gigaoptik complies with current legislation on the protection of personal data and ensures the correct use and processing of the User’s personal data.
Your personal data will be processed by Gigaoptik, as the data controller, for the purpose of administrative, tax, and accounting management of orders placed via the Online Store, as well as for carrying out promotional actions and sending commercial information related to our products.
We also inform you that your data may be shared with courier and transport companies for the purpose for which you provided us with your data. Unless you give your express consent, Gigaoptik will not transfer your data to third parties other than those identified here.
You have the right to obtain information on how we process your personal data and therefore you may exercise your right to access, rectify inaccurate data, or request its erasure when the data is no longer necessary, as well as exercise other rights granted by law, in the manner explained in the additional information.
You may exercise the aforementioned rights under the terms established by applicable law by contacting info@gigaoptik.com. You can also request, through the same contact details, detailed information about our data protection policy or consult additional information on our website.
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