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Frequently asked Questions

Return and claim of goods

General information about returns

How many days does the customer have to return the goods?
The buyer has the right to return the goods without giving a reason within 14 days from the delivery of the goods.


How many days will it take for a refund after the return is processed?
By law, we are obliged to refund the money within 14 calendar days from the day you withdraw from the purchase contract. However, not before we receive the returned product or confirmation that it has been shipped. By default, after checking and subsequent feedback, we will return the money to you. This process takes approximately 2-7 business days.


Is there a return fee? (restocking fee)
No, we do not charge any extra fee for returns. However, the buyer bears the transport costs at his own expense.


Who pays for return shipping?
The buyer bears the costs of delivering the goods intended for complaint to the seller.


How to proceed if the customer wants to cancel the order or the goods arrived damaged?
The customer has the right to cancel the order and request a refund within 14 days of the delivery of the goods, without giving reasons. If the goods arrived damaged, you must follow the instructions in the section "How can I claim glasses?"


Who can I contact about returns?
You can contact us by e-mail at info@duos.sk or by phone at +421 905 723 146.

How can I claim glasses?

To claim goods, please proceed as follows:

  1. Pack the glasses in the original packaging - pack the product in its original condition in the original packaging with all accessories.

  2. Download and fill out the form, enclose it with the shipment - you can download the form by clicking on this link.

  3. Send the product to our address - send the product to the following address: INCORPORTAS, Binary by Omniyat, Business Bay 914, Dubai, United Arab Emirates

  4. Wait for a response - as soon as we receive the sent product, our employees will assess the situation and we will immediately contact you about the next procedure.

How do I return my glasses?

To return the goods, please proceed as follows:


  1. Pack the glasses in the original package - pack the product in its original state in the original package with all its accessories.

  2. Download and fill in the form, attach it to the shipment - you can download the form by clicking on this link.

  3. Send the product to our address - send the product to the following oaddress: Incorportas, Binary by Omniyat, Business Bay 914, Dubai United Arab Emirates

  4. Wait for the answer - as soon as we receive the product, our employees will assess the situation and we will contact you immediately about the next steps.

  5. We will refund your money - after review and feedback, we will refund your money. This takes about 2-7 business days.


If you chose cash on delivery when ordering, this fee will not be refunded when you subsequently return your order.

Is it possible to request a refund for prescription lenses?

Since prescription, non-prescription, classic and sun lenses are custom-made according to individual requirements, refunds are not possible without a serious reason.

What are the general conditions for return?

  1. Warranty periods begin to run from the buyer's takeover. The seller does not provide a guarantee higher than that provided by the law.

  2. In the case of a defect that can be removed, the buyer has the right to be removed free of charge, in a timely and proper manner. The seller is required to remove the defect without undue delay.

  3. Instead of removing the defect, the buyer may request the exchange of the item or if the defect only concerns part of the thing, the replacement of the component, and the seller not incur excessive costs in relation to the price of the goods or the seriousness of the defect.

  4. The seller may always replace the defective item instead of removing the defect if it does not cause serious difficulties to the buyer.

  5. In the case of a defect that can not be removed and which prevents the thing from being properly used as a non-defective thing, the buyer has the right to exchange the item or has the right to withdraw from the contract. The same rights apply to the buyer if there are removable defects, but if the buyer can not properly use the defects after repair or for more defects.

  6. In the case of other non-removable defects, the buyer is entitled to an appropriate discount on the price of the item. If the thing sold at a lower price or the used thing has a defect for which the seller is responsible, the buyer has the right to a reasonable discount instead of the right to exchange the case.

  7. Within the meaning of this Complaint Procedure, the Beneficiary may file a complaint in person, in writing or by e-mail, within 24 months of the purchase of the Goods.


It must be clear from the complaint made in particular that:


  • identification of the buyer (name, surname, permanent address),
  • subject of the claim or what the buyer is seeking,
  • the seller's mark,
  • the date of the complaint,
  • buyer signature

When do I get money for the returned goods?

We are legally required to refund within 14 calendar days of the date of withdrawal. However, not before we receive the returned product or shipping confirmation.