Complaints and Returns

1. How to file a complaint

You may submit a complaint by sending an email to info@bluverra.com, calling 069747747, or by written mail to: Prizrenska 5/3, 11080, Zemun, Belgrade, Republic of Serbia. We recommend attaching the order number, photos and a description of the issue.

2. Deadlines

• Response to complaint: no later than 8 days from receipt.
• Resolution deadline: no later than 15 days from the submission of the complaint.
• The customer must respond to the reply within 3 days; otherwise, it is considered that the proposal was not accepted.
  
  

3. Refunds

In the case of an approved complaint, refunds are issued via the same payment method used for the original purchase, unless otherwise agreed.

4. Withdrawal from contract (14 days)

The consumer may withdraw from a remotely concluded contract within 14 days. Exceptions apply to custom-made goods or items produced according to specific customer requirements (e.g. prescription lenses).

WITHDRAWAL FORM — FOR CONTRACTS CONCLUDED AT A DISTANCE

5. Return address (shipping costs)

Items are returned via PostExpress (unless otherwise specified) to: Prizrenska 5/3, 11080, Zemun, Belgrade, Republic of Serbia.

The customer is responsible for all direct return/shipping costs (the parcel must be sent with paid postage and without cash-on-delivery).

In the case of replacement/second shipment, NEURAOPTICS d.o.o. reserves the right to charge the full delivery fee, and the replacement item will be dispatched only after delivery costs are covered.

Please ensure the product is properly packaged for transport, including all accompanying documentation. In cases of nonconformity/defect, shipping costs are covered by the seller in agreement with the customer.

Clear complaint and return policy

1. Contact us: info@bluverra.com | 069747747 | Prizrenska 5/3, 11080, Zemun, Belgrade, Republic of Serbia.
2. Provide your order number, issue description and photos (if required).
3. You will receive confirmation of receipt and a proposed resolution within the legally defined timeframe.

6. Order cancellation

Cancellation is possible until the parcel is handed over to the courier. After it has been shipped, the withdrawal (14-day) and/or complaint procedure applies.

Refund method — by payment method

1. Card payments (VISA, EC/MC, Maestro, Amex, Dina)
   If goods purchased by card are returned and a refund is issued, in whole or in part, regardless of the reason, NEURAOPTICS d.o.o. Belgrade must refund exclusively by cancelling (full or partial) the original transaction through the card payment system. Funds are returned to the cardholder's account; cash refunds or alternative methods are not possible.

2. IPS payments (NBS Instant / QR)
   For IPS paid orders, refunds are issued exclusively cashless to the customer’s bank account (typically the same account used for payment or another account owned by the customer). If automatic identification is not possible, the customer must provide their account number. Refunds to card or in cash are not available.

3. Cash-on-delivery (COD) payments
   For orders paid to the courier on delivery, reimbursement will be issued exclusively to the customer’s bank account. Refunds in cash, via courier, in-store or to a third-party account are not possible.

Note: In all cases, refunds are processed in accordance with internal procedures and rules of the corresponding payment systems and banks.

7. Personalized products and mounted lenses

Products made to order/specific customer specification, as well as lenses after mounting into frames (cut or customized), are not eligible for return or exchange except in cases of legally confirmed nonconformity. Returns are only possible for lenses that are unmounted, uncut, unused and in original, undamaged packaging.