Returns and warranty

This page explains how a consumer in the EU withdraws from an order without giving a reason, and how the 24-month statutory guarantee works. The contract terms are in the Terms and Conditions.

14-day right of withdrawal

You may withdraw within 14 days of the day after you receive the goods. You do not have to give a reason. Tell us before the period ends with the return form, by email to the contact email published on this website, or through the contact form. A clear statement is enough. Include your name, order email, and what you are sending back.

Pack the pair so it can travel safely and send it to Optic-Vault, Slovensko, within 14 days of your notice. You pay the return postage. Use a tracked service and keep the receipt. Do not hand the parcel back to a pickup point unless we agree that address in writing.

We inspect the goods and refund the price, including the standard delivery you paid, within 14 days of your notice. We may wait until the goods arrive, or until you prove you sent them. The refund goes back through Stripe to the original payment method. Handling that goes beyond checking the fit, colour, and function can reduce the refund if the pair can no longer be resold. Condition already shown in the listing is not new damage.

Model withdrawal form

You can copy this into an email. Using the form is optional.

To Optic-Vault, Slovensko, the contact email published on this website.
I give notice that I withdraw from my contract for the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Date:

24-month statutory guarantee

Separate from withdrawal, the goods must conform to the contract. Under EU and Slovak consumer law the seller is liable for a lack of conformity that becomes apparent within 24 months of delivery. For the first 12 months, a lack of conformity is presumed to have existed at delivery unless we show otherwise.

A lack of conformity means the pair does not match the description, photographs, or agreed quality. Wear, colour, and marks that were described or visible in the listing before you bought are part of the contract. They are not a defect.

If the pair is not in conformity, write to the contact email published on this website with the order reference, a description of the fault, and photographs. You may ask for repair or replacement, free of charge and within a reasonable time. Where repair or replacement is impossible or disproportionate, or we fail to complete it, you may ask for a price reduction or to end the contract. We pay the reasonable cost of returning a non-conforming pair.

This statutory liability is not a voluntary commercial warranty and it does not cover damage caused after delivery by a fall, misuse, or an unauthorised alteration.

How to send a complaint

Email the contact email published on this website or use the contact form. We confirm receipt and answer the complaint. If we do not settle it, you may contact Inšpektorát SOI pre Bratislavský kraj, Bajkalská 21/A, P. O. BOX č. 5, 820 07 Bratislava 27, Slovakia, or the European Consumer Centre in your country. Optic-Vault is not obliged to use a specific alternative dispute resolution body.