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Returns and claims We have a 30-day return policy. Of course, you may open the package and check your glasses, which enables you to try on the glasses before deciding whether or not to return them. If you suspect that something's wrong with the product, please contact us as soon as possible by e-mail or chat. |
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Here's how to return an item:
1. Complete our return form, which you'll find on My Page
2. Put the eyeglasses in their case in a sufficiently padded envelope
3. Send the package by post
Return address:
Extraoptical AS
Box 138
837 25 Storlien
Sweeden
NB: It's the customer's responsibility that the package makes it all the way to us. If you choose a package tracking option, you can be sure it won't disappear. If you choose a less expensive service with no tracking, you have less control over where your package is.
Refund
In order to receive a refund, you must return the glasses in their original condition. If an item is returned with damages that reduce its value, we reserve the right to deduct an amount corresponding to the value reduction from the amount to be refunded. If the fault cannot be attributed to Extra Optical, we will reserve the right to demand a full refund from you as a customer. This concerns, among other things, whether the wrong strength has been entered on the order. We are happy to order new glasses with the correct strength at an additional cost.
General terms of exchange, return and repair
Our policy is a full return within 30 days from reception. Remember to include a return form, and if something's wrong with the item, please contact us before you return it. For returns and when you exercise your right of withdrawal, the item must be returned in the same condition it was received.
The customer is responsible for the cost of return shipping, unless something is wrong with the product. In this case, please contact us before returning it. If we receive a package with a postal surcharge, the surcharge amount will be deducted from the refund. The glasses must be sufficiently cleaned. Glasses perceived as unclean or dirty by our returns department will be sent back. If an item is returned with damages that reduce its value, we reserve the right to deduct an amount corresponding to the value reduction from the amount to be refunded. If we observe abuse of our return policy, we reserve the right to refuse the return. This happens very rarely, and most customers need not worry.