Terms of service

General Terms and Conditions

Website: www.relenser.com
Provider: Relenser d.o.o., Ulica heroja Šaranoviča 23, 2000 Maribor, Slovenia
Last updated: 22 October 2026 · Version 1.2

1. General provisions

These general terms and conditions (hereinafter: the “terms”) govern the relationship between Relenser d.o.o. (hereinafter: “Relenser”, the “provider”, “we”) and the customer (hereinafter: the “customer”, the “consumer”, “you”) when purchasing services and products through the website www.relenser.com.

These terms have been drawn up in accordance with the Slovenian Consumer Protection Act (ZVPot-1), the Obligations Code (OZ), the Electronic Commerce Market Act (ZEPT) and other applicable legislation of the Republic of Slovenia.

By placing an order, the customer confirms that they have read and agree to these terms.

2. Provider details

Name Relenser d.o.o.
Registered office Ulica heroja Šaranoviča 23, 2000 Maribor, Slovenia
VAT ID SI84897724
Email info@relenser.com
Website www.relenser.com

3. The service

Relenser offers a lens replacement service: the customer keeps their own glasses frames and the provider fits new lenses (prescription or non-prescription) into them in accordance with the order. After the purchase, the customer sends their frames to the provider; the provider makes and fits the lenses and returns the frames with the new lenses to the customer.

The features, options and prices of individual lenses and services are described on the website next to each product.

4. Orders and conclusion of the contract

  1. The customer places the order electronically through the website.
  2. Before placing the order, the customer reviews the contents of the order and the total price and confirms the obligation to pay by clicking the order button.
  3. The contract between the provider and the customer is concluded when the provider sends the customer an order confirmation by email.
  4. The provider sends the customer a summary of the order and these terms by email on a durable medium.
  5. The contract is concluded in the language the customer selects in the online store (Slovenian, English or Italian) and is kept by the provider; it is available to the customer on request.
  6. Orders may be placed by adults (aged 18 or over) with full legal capacity. An order that includes glasses for a minor must be placed by a parent or legal guardian.

5. Prescription and responsibility for the accuracy of data

  1. To have prescription lenses made, the customer provides their prescription details during the order (values for the left and right eye and the pupillary distance) or uploads a photo of the prescription.
  2. The customer is responsible for the accuracy and completeness of the prescription details provided. We recommend using a valid, up-to-date prescription issued by a qualified professional.
  3. The provider makes the lenses on the basis of the details provided by the customer and is not liable for lenses being unsuitable as a result of incorrect or outdated prescription details.
  4. The processing of prescription data is described in more detail in the Privacy Policy.

6. Prices and VAT

  1. All prices are stated in euros (EUR) and include VAT.
  2. The price shown when the order is placed applies.
  3. The provider reserves the right to change prices; changes do not affect orders already placed.
  4. Any delivery costs are shown before the order is placed.
  5. For price reductions, the provider states, in addition to the reduced price, the lowest price of the product in the 30 days before the reduction, in accordance with ZVPot-1.

7. Payment methods

Payment is possible by the following methods:

  • debit and credit cards and digital wallets through the Shopify Payments payment system (e.g. Visa, Mastercard, Apple Pay, Google Pay),
  • PayPal.

Payments are processed by external payment service providers; the provider does not store full payment card details.

8. Sending the frames and delivery

  1. After the contract is concluded, the customer receives instructions and a shipping label (GLS) for sending their frames to the provider.
  2. The customer must pack the frames carefully to prevent damage in transit. The provider is not liable for damage caused by inadequate packaging.
  3. After production, the provider returns the frames with the new lenses to the customer at the address stated in the order.
  4. The expected production and delivery time is stated on the website or in the order confirmation.
  5. Shipment insurance. The shipment (the frames on their way to the provider and the return shipment) is insured up to a value of EUR 200. If the frames are lost or damaged in transit, compensation is limited to the insured value, i.e. a maximum of EUR 200. If the frames are worth more, the customer should inform the provider in advance; otherwise the stated limit applies.
  6. Deadline for sending the frames. The customer must send their frames to the provider within 30 days of receiving the shipping label. If the frames are not sent within this period and the customer does not respond to the provider’s request, the provider may cancel the order and refund the purchase price to the customer.
  7. Failure to collect the return shipment. If the customer does not collect the return shipment (the frames with the new lenses) and it is returned to the provider, the provider will inform the customer. The cost of redelivery is borne by the customer.
  8. The risk of accidental loss of or damage to the goods passes to the consumer when the goods are handed over to or collected by them.

9. Responsibility for the frames

  1. The customer is responsible for their frames being suitable for lens fitting. The provider handles the customer’s frames with the care of a diligent professional.
  2. If, during inspection or production, the frames prove unsuitable for lens fitting because of wear, material or damage, the provider informs the customer before proceeding.
  3. Frame guarantee. If the frames crack or are damaged while the lenses are being fitted in the provider’s workshop, the customer receives new frames free of charge. If the frames were new, the provider buys the same model. If the frames were used, the provider gives the customer new frames from its own collection, chosen together with the customer. The guarantee applies regardless of the age or wear of the frames. Damage to or loss of the frames in transit is covered by clause 8 (shipment insurance).
  4. Inability to fulfil the order. If the order cannot be fulfilled (e.g. the frames are unsuitable for lens fitting, the prescription exceeds the technical limits of the lenses or the requested material is unavailable), the provider informs the customer, refunds the full purchase price and returns the frames.

10. Right of withdrawal

10.1 Exception for made-to-order products

Under ZVPot-1, the consumer has no right of withdrawal for goods made to the consumer’s specifications or clearly personalised to their needs.

Because lenses made to the customer’s prescription and the service of fitting lenses into the customer’s frames are personalised to the individual customer, the 14-day right of withdrawal does not apply to these products and services. The customer is expressly informed of this before placing the order and, by placing the order, acknowledges the loss of the right of withdrawal.

10.2 Satisfaction guarantee (30 days)

Although the statutory right of withdrawal does not apply to lenses made to prescription (clause 10.1), the provider voluntarily offers customers a 30-day satisfaction guarantee.

If, within 30 days of receiving the glasses with the new lenses, the customer is not satisfied with them, they should contact info@relenser.com. In agreement with the customer, the provider will resolve the matter in one of the following ways:

  • the provider makes new lenses free of charge, or
  • the provider refunds the purchase price to the customer, including the shipping fee paid.

Conditions:

  • the guarantee is valid for 30 days from receipt of the glasses with the new lenses;
  • where new lenses are made free of charge, the provider supplies the shipping label for sending the glasses;
  • a refund is made once the customer provides proof that the lenses have been destroyed (a video showing the customer scratching an X on the lenses with any sharp object; the provider needs this proof to write off the lenses for tax purposes); the customer does not need to return the glasses to the provider;
  • the satisfaction guarantee is voluntary and additional and does not affect the consumer’s statutory rights, in particular the guarantee of conformity of goods (clause 11).

10.3 General right of withdrawal (where applicable)

For any products that are not made to order or personalised for the customer, the consumer has the right to withdraw from the contract within 14 days of receiving the goods without giving a reason. The withdrawal must be notified by an unequivocal statement sent to info@relenser.com. Returned goods must be unused and undamaged. The provider refunds the payments received without undue delay and no later than 14 days after receiving the notice of withdrawal; the direct costs of returning the goods are borne by the consumer.

11. Conformity of goods and complaints

  1. The provider is liable for the conformity of goods in accordance with ZVPot-1. The consumer may assert claims within the statutory period (generally 2 years from delivery).
  2. The consumer notifies the provider of any lack of conformity at info@relenser.com or in writing to the provider’s registered office, describing the defect.
  3. The consumer may request that the provider remedy the lack of conformity by free repair or replacement or, under the statutory conditions, a proportionate price reduction or termination of the contract.
  4. The provider responds to complaints without undue delay.

12. Limitation of liability

The provider is liable in accordance with applicable law. Nothing in these terms may be interpreted as excluding or limiting liability that cannot be excluded or limited under mandatory law (including liability to the consumer for the conformity of goods).

Force majeure. The provider is not liable for delays or failure to fulfil obligations due to circumstances beyond its control (force majeure), such as natural disasters, infrastructure outages, carrier disruptions, strikes or measures by public authorities. The provider informs the customer of such circumstances within a reasonable time.

13. Personal data protection

The provider processes customers’ personal data in accordance with the Privacy Policy, which forms part of the pre-contractual information.

14. Communication

The customer agrees that the provider may communicate with them electronically (by email). Messages relating to the order (e.g. order confirmation, prescription submission link, shipping label, status notifications) form part of the performance of the contract.

15. Out-of-court resolution of consumer disputes

The provider seeks to resolve any disputes amicably. In accordance with ZVPot-1, the provider states that it does not recognise any out-of-court consumer dispute resolution provider (IRPS) as competent to resolve a dispute that a consumer might initiate.

This does not affect the consumer’s right to resolve the dispute through the courts.

16. Jurisdiction and governing law

These relationships are governed by the law of the Republic of Slovenia. Disputes are resolved by the court with subject-matter jurisdiction; for disputes with consumers, the rules on territorial jurisdiction under applicable law apply.

17. Changes to the terms

The provider may amend these terms from time to time. The current version is always published on the website with its date. Each order is subject to the terms in force at the time the order is placed.