Online store customer support:
Telephone: +372 644 0055
1. General terms
1.1. The Pro Optika online store sells products that are sold in the stores owned by OptiPro OÜ.
1.2. The terms apply to legal relationships that arise between the customer (hereinafter the Customer) and OÜ OptiPRO (hereinafter the Merchant), the owner of the shopping environment (hereinafter the Online Store) on the website www.prooptika.ee, in the event of purchasing Products in the Online Store. In addition to these terms, the legal relationships that arise upon purchasing Products in the Online Store are regulated by the valid legislation of the Republic of Estonia.
1.3. Merchant information: OptiPRO OÜ, Jüri 19 A, 65608 Võru, Estonia. Registry code: 10125659.
2.1. All prices displayed in the Online Store are in euros and include Value Added Tax.
3.1. As a rule, the products displayed in the Online Store are in stock. The availability of the said products is not guaranteed, as this may be incorrect due to technical problems in the Online Store software.
3.2. If the Customer submits an order but it emerges that the Product is not in stock, it is not possible for the Online Store to fulfil this order. In such a case an Online Store employee will contact the Customer and suggest a replacement product or a possible new time of delivery or return the purchase amount within 14 days.
3.3. The photos of Products displayed in the Online Store are illustrative and may inadvertently differ somewhat from the actual look of the Product.
4. Making a purchase
4.1. The Customer selects the desired Product in the Online Store and adds it to their shopping basket by clicking on ‘Add to shopping basket’.
4.2. To finalise the order, ‘Proceed to payment’ must be clicked on in the shopping basket, after which the Customer is redirected to the page for finalising the order. After entering the required information, the Customer pays for the Product via an Internet bank link and confirms the order by clicking on ‘Return to merchant’.
4.3. Once the Product has been paid for, the Online Store sends confirmation of the order to the Customer's e-mail address.
4.4. The Customer is obliged to present the required truthful information in order to finalise the order.
4.5. The Merchant is not responsible for the impossibility of fulfilling an order or the consequences thereof due to incorrect information being provided by the Customer when finalising their order.
5. Payment options
5.1. Purchases can be securely paid for by using Estonian bank links (Swedbank, SEB Pank, Nordea Pank or Danske Bank).
5.2. Payments are processed outside the Online Store environment in the secure payment environment of the respective bank or service provider.
5.3. The Merchant has no access to the Customer's banking information.
6.1. The Customer can choose between different Product delivery methods. Delivery depends on the mail service chosen by the Customer and on the shipping time of the product that is displayed when ordering.
6.2. By selecting an Omniva, Itella or SmartPost parcel terminal as the delivery method, the Product will reach the selected parcel terminal within 5 business days of order confirmation being sent to the Customer's e-mail address.
The Customer is notified of the Product's arrival at the parcel terminal via an SMS which includes the door code, terminal location and end date of storage. The terminals are accessible 24 hours a day. The Product will be stored in the terminal for 7 calendar days. After this, the Product will be returned to the Online Store.
6.3. The Customer is obliged to retain the SMS notification mentioned in point 6.2 until the end of the 14-day return period.
6.4. By selecting Post office as the delivery method, the Product will reach the selected post office within 5 business days of order confirmation being sent to the Customer's e-mail address. The Customer is notified of the Product's arrival at the post office via an SMS which includes information about the post office from which the Customer can collect the Product. The Product will be stored in the post office for 14 days. After this, the Product will be returned to the Online Store.
6.5. By selecting Courier as the delivery method, the Product will reach the selected address within 5 business days of order confirmation being sent to the Customer's e-mail address. The courier will contact the Customer over the phone and agree upon a suitable time of delivery. In the event of an unsuccessful delivery, the package will be stored at the local post office and the Customer will be notified of the arrival of the package via an e-mail to the Customer's e-mail address or a standard letter posted to their mail address. The Product will be stored in the post office for 14 days. If the Customer does not collect the Product by the aforementioned deadline, the Customer is obliged to compensate the expenses related to multiple deliveries.
6.6. If the customer finalises an order on a weekend (between 13:00 on a Friday and 9:00 on a Monday) or a public holiday, the five-day deadline starts at 9:00 on the first business day following the weekend or public holiday.
6.7. The Customer is obliged to check that the contact information entered is correct before submitting their order in order to avoid delays and misunderstandings upon delivery of the Product. The Merchant is not responsible for delays or misunderstanding upon delivery if caused by inaccurate or incorrect information provided by the Customer upon finalising their order.
6.8. If the Product does not reach the Customer in good condition or in a closed package, the Customer is obliged to notify the Online Store by e-mailing notification thereof to firstname.lastname@example.org or by calling +372 644 0055
7. Replacing and returning products
7.1. The Customer is obliged to retain the original sales packaging, the receipt and the delivery note. In the event of issues, the customer must forward the product in its original packaging together with these documents and the return form to the merchant.
7.2. The customer has the right to cancel the transaction within 14 days and replace or return the ordered Product. The 14-day period starts from the moment notification about the Product reaching the parcel terminal or post office is received, and in the case of courier delivery from the moment the Product reaches the Customer's address.
7.3. The Customer is obliged to first notify the Online Store by presenting the merchant with a written return form e-mail on the matter and sending an e-mail to email@example.com. Along with the return form, the customer must also return the Product to the merchant. The Product will reach the Online Store within 5 business days. The Online Store will notify the Customer about receiving the Product via e-mail.
Online Store customer support is responsible for the replacement or return process of Products according to the Online Store return conditions.
7.4. The Customer can return the Product to any store that belongs to the Merchant. The customer service staff of these stores will forward the Product to the Online Store, where the replacement or return process will be finalised. The Product will reach the Online Store within 5 business days. The Online Store will notify the Customer about receiving the Product via e-mail.
7.5. Additional return delivery fees when using a parcel terminal or post office must be covered by the Customer.
7.6. In the case of replacement, the Online Store will send the new Product to the Customer immediately after receiving the Product to be replaced.
7.7. A Product can only be exchanged for a different product of the same value if the Merchant cannot provide the same product.
7.8. The Merchant will reimburse the purchase sum to the Customer within 14 days of the timely arrival of the Product at the Online Store. The amount shall be reimbursed to the same bank account from which the Customer made the transaction for the returned Product.
7.9. When returning the purchase sum, the Merchant will not compensate the Customer for transport service fees related to the purchase.
7.10. When replacing or returning a Product, the Customer is obliged to fill in the replacement and return form that came with the Product and to send it to the Online Store with the Product being replaced or returned.
A replacement or return is only accepted with a completed return form.
7.11. The replaced or returned Product must not be damaged or have any signs of wear and it must be in its original packaging with all of the original labels attached. Products removed from their packaging will not be accepted for hygiene reasons.
7.12. The Customer is always obliged to open the Product package carefully, without damaging it. If it is not possible to open the package without damaging it, it is not necessary to return the Product in its original packaging.
8. Procedure for lodging complaints
8.1. The two-year period for lodging complaints defined in subsection 218 (2) of the Law of Obligations Act (LOA) applies to the Products sold in the Online Store. Disagreements between the Customer and the Merchant shall be resolved by way of negotiations.
8.2. According to subsection 222 (1) of the LOA, the customer has the right to demand that a Product be repaired or replaced if the Product does not meet the terms of the contract. In such a case, the expenses related to repairing or replacing the Product (mainly shipping, delivery, work and material costs) must be covered by the Merchant.
8.3. The Merchant is not responsible for damage caused by product misuse or for delays in delivery if this is due to circumstances that the Merchant was not able to influence and/or that were caused by force majeure.
9.1. The Merchant and the Customer are liable before each other for damage caused to the other party by breaching these terms and conditions in the cases and to the extent regulated by the legislation of the Republic of Estonia.
9.2. The Merchant is liable up to the selling price of the Product.
9.3. The Customer is obliged the use the Online Store service only for purposes that accord with legislation and good practice.
10.1. The Customer gives the Merchant a clear and conscious approval to process the Customer's personal data.
10.2. The personal data available to the Merchant will be entered into the customer register and used to offer sales service and products to the Customer.
10.3. The Merchant will retain the contact information entered by the Customer when making a purchase as well as information about purchases made. This information will be considered confidential and will be processed in accordance with the Personal Data Protection Act. Personal data that is necessary to send Products to the Customer will be forwarded to the company providing the courier service.
10.4. The Merchant may only use the Customer's personal data to send the Customer information about special offers and campaigns via e-mail if the Customer has given permission to do so.
10.5. Data communication between the Customer, banks and card payment centres is encrypted, which ensures the security of the Customer's personal data and banking information.
Payments are processed outside of the Online Store environment in the secure payment environment of the respective bank or service provider. The Online Store has no access to the Customer's banking details or credit card information.
Personal data is processed by OÜ OptiPRO, Jüri 19a, 65608 Võru, Estonia. Registry code: 10125659
11.1. By registering in the Online Store or making a purchase, the Customer agrees to the terms of the Online Store and is obliged to follow them.
11.2. The sales contract between the Merchant and the Customer becomes valid once the payment amount reaches the Merchant's bank account.
11.3. The Merchant may amend the terms of the Online Store and the prices of products. Notifications about changes will be published in the Online Store environment. The conditions and prices valid at the time of a transaction apply to the transaction.
11.4. The Merchant has the right to refuse to fulfil an order if the Product price displayed in the Online Store was incorrect due to technical issues.
12. Other terms
12.1. Disagreements between the Customer and the Merchant will be resolved by way of negotiations. If an agreement is not reached, the Customer has the right to turn to Harju County Court, the Consumer Protection Board and/or the Consumer Complaints Commission to protect their rights.
13. Customer support
13.1. The customer support phone number is +372 644 0055 (9:00-19:00 on business days) and its e-mail address is firstname.lastname@example.org.
Please note the following before submitting an order
Buying contact lenses
- See a competent eye doctor or optometrist to determine whether and what kind of contact lenses are suitable for you (and from that point on visit an eye doctor or optometrist at least once a year). If you have a valid contact lens prescription or you know exactly what kind of contact lenses suit you, submit an order according to the parameters of your contact lenses.
- Select the suitable product. When ordering contact lenses, please mark the contact lens prescription strength in dioptres (Sph).
- When ordering contact lenses, please note that they can be ordered by the pair or by box. If the prescription strength of the contact lenses for the customer's right eye (OD) and left eye (OS) are different, two boxes must be ordered – one box for each eye.
- Please make sure that the contents of your shopping basket are correct – are they exactly what you need? Pay attention to the contact lens information.
- Before finalising your order you must review the terms and conditions of the online store.
- When purchasing, please use a prescription that has been issued to you in the last 18 months. Submit the order according to your prescription.
- Choose suitable frames. When ordering lenses, fill in the prescription according to the prescription form issued to you by your optometrist or eye doctor.
- You can also have an eye examination at a Pro Optika optics store, if necessary.
Minimal Price: €0.00