Return and complaints policy

Withdrawal period

A customer purchasing at a distance may withdraw from the purchase within 14 days from receiving the product, without stating a reason, except where legal exceptions apply.

Custom-made products

Eyewear with prescription lenses, corrections, special coatings or other personalized changes made at the customer's request cannot be returned under withdrawal rights, unless the product is defective or not delivered as agreed.

Return conditions

Returned products should be unused, undamaged, in original packaging and with accompanying documentation. The customer bears return shipping costs unless the return is due to our error or a justified complaint.

Complaints

If you believe a product has a defect, contact us by email at info@casadellottica.rs or by phone. Include the order number, description of the issue and product photos. Complaints are handled in accordance with applicable Serbian regulations.

Refunds

After receiving and inspecting the returned product, refunds are made to the customer's bank account within a reasonable period, in accordance with the payment method and applicable regulations.