Refund policy

Website: www.relenser.com · Relenser d.o.o. · info@relenser.com
Last updated: 29 September 2026 · Version 1.1

This is a plain-language summary. Returns and complaints are governed in full by the General Terms and Conditions (clauses 8–11).

30-day satisfaction guarantee

We want you to be satisfied with your new lenses. If, within 30 days of receiving the glasses with the new lenses, you are not satisfied with them, write to us at info@relenser.com and, in agreement with you, we will arrange one of the following two options:

  • we make new lenses free of charge — we provide the shipping label for sending the glasses, or
  • we refund the purchase price, including the shipping fee you paid — before the refund, we ask you for proof that the lenses have been destroyed; you do not need to return the glasses to us.

What the proof is and why we need it: send us a short video in which you scratch an X on the lenses with any sharp object. We need this proof so that we can write off the lenses, which is a tax obligation in Slovenia.

This guarantee is our voluntary promise and does not affect your statutory rights.

Prescription lenses are made to order

Because prescription lenses are made specifically to your prescription and fitted into your frames, the statutory 14-day right of withdrawal does not apply to them (they are a product made to your specifications). Instead, the 30-day satisfaction guarantee above applies.

For any products that are not made to order, the statutory 14-day right of withdrawal applies (see clause 10.3 of the terms).

Complaints (defective product)

If something is wrong with the product, you have a statutory right to make claims for lack of conformity (generally 2 years). Write to us at info@relenser.com describing the defect; we remedy the defect free of charge by repair or replacement, and, under the statutory conditions, a price reduction or a refund of the purchase price is also possible.

Your frames and shipments

  • The shipment (your frames on their way to us and the returned glasses) is insured up to a value of EUR 200. If your frames are worth more, let us know before sending them (clause 8 of the terms).
  • You are responsible for your frames being suitable for lens fitting. If inspection shows that the frames are not suitable, we inform you before proceeding; if we cannot fulfil the order, we refund the full purchase price and return your frames (clause 9 of the terms).

How to start

  1. Write to info@relenser.com (state your order number and the reason).
  2. We send you instructions (and, if needed, a shipping label).
  3. We carry out the agreed solution without undue delay.