Returns and Complaints

To return your items, please follow these steps:

1. Pack the glasses – we recommend using the original packaging and including all accessories.
2. Complete the return form – we recommend completing the online withdrawal form. Alternatively, you can download the form here, fill it in and enclose it in the parcel.
3. Send the product to us – please send the parcel to the following address: DUOS online, s. r. o., Dunajská 3, 811 08 Bratislava, Slovakia.
4. Wait for our response – once we receive the product, our team will inspect it and contact you promptly with the next steps.
5. Receive your refund – after inspecting the product and contacting you, we will process your refund. This usually takes 2–7 working days. Your refund will be issued using the same payment method you used for your order or by bank transfer to the account identified by the IBAN you provide.

If you paid cash on delivery, the cash-on-delivery fee will not be refunded when you return your order.

To file a warranty claim, please follow these steps:

1. Pack the glasses – we recommend using the original packaging and including all accessories.
2. Download and complete the form – download the form here, fill it in and enclose it in the parcel.
3. Send the product to us – please send the parcel to the following address: DUOS online, s. r. o., Dunajská 3, 811 08 Bratislava, Slovakia.
4. Wait for our response – once we receive the product, our team will assess your claim and contact you promptly with the next steps.

You can find the full terms for returns and warranty claims in our – Complaints Procedure

Your refund will be issued within 14 days of us receiving the returned product or proof that you have sent it back, whichever comes first.

As all our lenses including prescription, non-prescription, clear and sun lenses are custom-made to your individual requirements, we cannot offer a refund simply because you change your mind.

How long do I have to return an item?

You have the right to return an item without giving a reason within 14 days of delivery.

How long does it take to receive a refund?

By law, we must issue your refund within 14 calendar days of the day you notify us of your withdrawal from the purchase contract. However, we may withhold the refund until we receive the returned product or proof that you have sent it back, whichever comes first. We usually process your refund after inspecting the product and contacting you. This typically takes 2–7 working days.

Is there a restocking fee?

No, we do not charge a restocking fee. However, you are responsible for the return shipping costs.

Who pays for return shipping?

You are responsible for the cost of sending the items back to us.

What should I do if I want to cancel my order or my items arrive damaged?

You have the right to withdraw from the purchase contract and request a refund within 14 days of delivery, without giving a reason. If your items arrive damaged, please follow the instructions under “How can I make a warranty claim for my glasses?”

Who can I contact about returns?

You can contact us by email at info@duos.sk or by phone at +421 905 723 146.