Returns and right of withdrawal

The 14-day right of withdrawal

Under Directive 2011/83/EU on consumer rights — in Romania, Government Emergency Ordinance (OUG) no. 34/2014 — you have the right to withdraw from the contract within 14 calendar days of the day on which you, or a third party other than the carrier and indicated by you, take physical possession of the goods, without giving any reason and without penalty.

If you ordered several products and they arrive in separate parcels, the 14 days run from the day you receive the last one. You meet the deadline if you send us your decision to withdraw before the 14 days have expired.

The right of withdrawal is given by law to consumers. For purchases made on behalf of a company or a clinic, see the section below.

How to withdraw

Tell us your decision with a clear statement that you want to withdraw from the contract. Choose whichever way suits you best:

• online, directly on this site, using the withdrawal function below;
• by email, at office@ovio-vision.com;
• on WhatsApp or by phone, on +40 722 468 176.

You may use the model withdrawal form, but you do not have to — any unambiguous statement is enough. Please give us your name, your order number, the products you are withdrawing from and the date you received them, so we can identify your order quickly.

Under the law, it is up to you to prove that you withdrew. That is why we recommend a written method — the online function, email or WhatsApp — and we confirm receipt by email.

Withdrawing online, on this site

Throughout the withdrawal period you can withdraw directly on this page: open the withdrawal statement, fill in the three fields and send it with the “Confirm withdrawal” button. This online withdrawal function is required from 19 June 2026 by Directive (EU) 2023/2673, implemented in Romania by OUG no. 18/2026 (Article 11¹ of OUG no. 34/2014).

Withdraw from the contract here

Once you have sent the statement, we email you, without delay, an acknowledgement of receipt of your withdrawal, with the content of your statement and the date and time you sent it. Your withdrawal is valid if you sent the statement before the 14 days expired.

Model withdrawal form

This is the model form from the Consumer Rights Directive (Annex to OUG no. 34/2014), adapted for goods. You can copy it into an email, or print, fill in and sign it. Complete and return it only if you wish to withdraw from the contract.

Model withdrawal form

• To: ZIEGERT SRL, Str. Sfântul Petru Tei nr. 59, Sector 2, 020358 Bucharest, Romania, office@ovio-vision.com
• I hereby give notice that I withdraw from my contract of sale of the following goods: ………………
• Order number: ………………
• Ordered on: ……………… / received on: ………………
• Name of consumer: ………………
• Address of consumer: ………………
• Signature of consumer (only if this form is sent on paper): ………………
• Date: ………………

How to send the goods back

• Send the goods back without undue delay and no later than 14 days after the day you told us you were withdrawing. Once we have received your withdrawal, we write to you with the return address.
• Return the product complete, with everything supplied with it: for operator glasses, the glasses, the hard case and the cleaning cloth, together with any documents that came with them.
• Pack it carefully so it is not damaged in transit; you are responsible for the goods until they reach us.
• You pay the direct cost of returning the goods, except for faulty goods or goods that are not what you ordered, for which we pay the return shipping.

Your refund

We refund all payments received for the products you have withdrawn from, including the cost of the original delivery, without undue delay and no later than 14 days from the day we are informed of your decision to withdraw.

• We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever is earlier.
• If you expressly chose a more expensive type of delivery than the least expensive standard delivery we offer, the extra cost is not refunded.
• We refund you using the same payment method you used for the order, unless you expressly ask us for another method, and you will not be charged any fees for the refund.
• When the money appears in your account also depends on your bank.

Condition of returned goods

You may handle the product as you would in a shop: take it out of its case, try it on, check the filter marking, the size and the fit. You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods — for example, scratched filters, a damaged frame or missing accessories. In that case, the amount by which the product has lost value may be deducted from your refund.

Purchases by companies and clinics

The statutory right of withdrawal applies only to consumers — private individuals buying for purposes outside their professional activity. When an order is placed for a company, a clinic or a practice — usually invoiced to a company with a tax or VAT number — there is no legal right of withdrawal.

If you would still like to return a product bought for your company, email office@ovio-vision.com and we will look at each case individually. For faulty goods or goods that are not what you ordered, see the next section — it applies to all buyers.

Damaged, faulty or wrong goods

If the parcel arrives damaged, if the product is faulty or if you received a different model from the one you ordered, contact us straight away at office@ovio-vision.com or on WhatsApp, with your order number and photographs of the parcel and the product.

In these cases we pay the return shipping, and goods that do not conform are dealt with under the rules of the legal guarantee of conformity: free replacement or repair or, if that is not possible, a price reduction or a refund.

Questions

For any question about returns, withdrawal or refunds, email office@ovio-vision.com, message us on WhatsApp or call +40 722 468 176. For complaints, see also dispute resolution.