9. Satisfied, exchanged or refunded" guarantee
Brille24 offers a commercial guarantee called "Satisfied, exchanged or refunded" guarantee for the benefit of the Customer under the following conditions.
9.1 Period for the "Satisfied, exchanged or refunded" Guarantee
The Customer has a period of 30 days from the receipt of his order to activate the "Satisfied, exchanged or refunded" Guarantee.
9.2 Form of the request
The Customer's request for the "Satisfied, exchanged or refunded" Guarantee must be sent by e-mail to email@example.com with the order number in question. Only requests sent by e-mail to the address indicated will be taken into account.
It is the Customer's responsibility to specify in his request the elements indicated in points 9.3 to 9.6.
9.3 Reasons for the request and exclusion of "Satisfied, exchanged or refunded" guarantee
The Customer must indicate the reasons for the return of the Product, in particular in order to enable Brille24 to improve its services.
The Customer is duly informed that non-reimbursement by compulsory or supplementary insurance organizations does not constitute a reason to justify the exercise of the "Satisfied, exchanged or reimbursed" Guarantee and that such a reason is excluded from any conventional guarantees.
The Customer is clearly informed and accepts that in the event of an error on his part, in particular with regard to his correction data, the "Satisfied, exchanged or refunded" guarantee clause will not apply.
In this respect, Brille24 reserves the right to ask the Customer for any document enabling it to assess the validity of the correction data provided. Brille24 will have full discretion to determine whether the document produced makes it possible to verify the accuracy and timeliness of the disputed measures and will draw any conclusions from them.
The "Satisfied, exchanged or refunded" warranty clause will also be excluded for Products manufactured in accordance with the order sent by the Customer but for which the correction data would not or no longer be adapted to the case of the Wearer. In this respect, it is recommended that the Customer and/or the Subscriber regularly consult an ophthalmologist and have a recent prescription.
9.4 Terms of refund or exchange depending on the Product
The rights granted by the "Satisfied, exchanged or refunded" Guarantee differ according to the nature of the Product concerned. These rights apply as follows :
Products subject to refund or exchange
Provided that the return conditions are met, the Customer may request either a refund or an exchange of the Product, if it is :
- unifocal glasses, sunglasses or not, of the brand Brille24 or Glasses24
- or glasses without correction, sunglasses or not, of the brand Brille24 or Glasses24
It is the Customer's responsibility to specify in his request whether he wishes to be refunded or whether he prefers to proceed with an exchange.
In the case of a refund, the Customer is encouraged to read article 13.2 of the General Terms and Conditions.
In the case of an exchange, the Customer is duly informed that it is only possible between equivalent Products at an identical price excluding promotion. If the price of the Product chosen in exchange is lower than that of the Product initially ordered, the Customer is duly informed that Brille24 will not refund the difference. If necessary, if he so wishes, the Customer may waive the exchange and request a refund of the Product concerned. He undertakes to inform Brille24 of his decision as soon as possible.
Products subject exclusively to refund
Provided that the return conditions are met, the Customer may only request the refund of the following Products under the "Satisfied, exchanged or refunded" Guarantee:
- progressive glasses from all brands, including Brille24 or Glasses24
- office lens glasses from all brands, including Brille24 or Glasses24
- all branded glasses other than Brille24 or Glasses24
- contact lenses and related products
9.5 Return of the Product(s)
The Customer is clearly informed that no refund or exchange will be made until the Product has been received by Brille24.
Under the "Satisfied, exchanged or refunded" Guarantee, the package with the returned Product(s) must contain:
- the order number (in order to process the request as efficiently as possible),
- and the Product(s) in the condition in which the Customer received them; i.e. with all the elements included, namely the original packaging, any accessories, documentation.
Any Product that presents a condition indicating a use beyond the simple test by the Customer will not give rise to any exchange or refund.
Moreover, the "Satisfied, exchanged or refunded" Guarantee automatically ceases if the Customer makes modifications or repairs to the Products himself or has them carried out by a third party without Brille24's prior written consent.
As far as contact lenses are concerned, the Customer must return them in perfect condition for resale, i.e. in particular the packaging must not have been opened or damaged.
In the event of failure to comply with the above-mentioned obligations, the Customer acknowledges that Brille24 reserves the right not to proceed with the refund or exchange, and this, without Brille24 being held liable.
9.6 Return costs
When the conditions for applying the "Satisfied, exchanged or refunded" Guarantee are met, two return procedures are provided depending on the country of delivery.
If the country of delivery is covered by our delivery service provider's label system (list of countries excluding Croatia), the Customer must return the Product(s) by means of a pre-paid label sent by Brille24 to the Customer's e-mail address. Notwithstanding the deadlines of the "Satisfied, exchanged or refunded" Guarantee, You are duly informed that the label has a validity of 30 days, it is your responsibility to proceed with the return within the time limit set as from the receipt of the label.
If the return label process is not applicable, the Customer must return the Product(s) at his own expense to the address indicated in the legal notices. For Croatia, the return costs will be reimbursed by Brille24 provided that the proof of payment of the said costs is sent by email to the competent customer support. For other countries, any refund of return shipping costs is excluded.