Tuopticaenlinea.com is a registered trademark of Atria Servicios Comerciales SAS, a Colombian company registered in the Chamber of Commerce of Bogotá, under the Registration Number No. 829062958.

These terms and conditions will apply to all orders that are made only through the website www.tuopticaenlinea.com, and not under any other website. These conditions are the only ones applicable to purchases made through the Website and in no case, will any other term and / or condition apply.

Atria Servicios Comercial SAS reserves the right to modify these Conditions at any time and without prior notice. However, such changes will have no effect on orders made prior to the modification of the Conditions of the Website. 

Customer Purchases

The purchase process is done through the following steps:

The purchase process starts with the selection of the glasses model and the possible specifications regarding the color of the frame, shape and color, and with the selection of the lenses depending on the optical parameters specified in the eyeglass prescription.

If you wish, you can register as a customer and by creating an account with us your opticaenlinea.com will keep, for a reasonable period of time, the optical data that you have entered during the purchase process.

Subsequently, you must fill out an order form indicating the shipping address for the glasses and payment information, among other data. These indications are simplified in case you have previously registered as a customer. Payment can be made through the PayU, selecting the method of payment of your choice: by credit or debit card, by bank transfer, or by cash through Of Effecty or Balotto. Once confirmed the order of payment and verified the effectiveness of said order, tuopticaenlinea.com will send you an email confirming the purchase. If you live in Bogotá you have the option to make the payment (cash or credit / debit card) directly at our office located in Carrera 17 No. 93-82, Ofc 405.

The invoice of your purchase will be at your disposal during the minimum term of one year in "My Account".

We recommend that you print and keep a printed copy of these Conditions, your Purchase Confirmation, and the invoice as proof thereof. 

OUR PURCHASE POLICY

1. PRESCRIPTION

You hereby represent and warrant that the prescription you submit as part of your order is valid on the date of placing your order. If your prescription does not include an expiration date, we will fill your order in accordance with applicable legal requirements or within two years of the date of the prescription. If your prescription or order information is incomplete, we may need to take additional measures to track down current information, which could mean you have to wait longer for your eyeglass (to which we refer herein as Products). By placing an order through our Sites, you represent that the information used for purchasing the Product/s is correct, true, and accurately matches the prescription you received from your eye care provider. You further represent and warrant that you will renew your prescription in accordance with your eye care provider's instructions. You hereby acknowledge that your order will not be guaranteed unless your prescription meets the terms set out in this purchase policy. You hereby agree that we and our representatives may contact your eye care provider with any questions,

If you order eyeglasses (with prescribed lenses), we will also need your pupillary distance, or PD, to fill your order. When you are fitted for eyeglasses by an eye care provider, you should be provided with a copy of your prescription specifying your PD. In the event that the PD is not included in your order, you can obtained this measurement by using our PD Meter software provided in our website. If the PD is not provided, we will use an average PD, and you agree that you forfeit all rights for any claim against us in such case. In any event, you shall be entitled to return or exchange the item in accordance with our Return Policy as described hereunder.

2. COUPONS AND DISCOUNTS

We aim to keep our Products as affordable as possible and often distribute coupons and coupon codes through various channels for that purpose. Please be aware that you are not permitted to combine coupons and coupon codes nor add them retroactively to your order.

3. ORDER PRODUCTION AND PROCESSING

Lack of information in orders may lead to delays in processing such orders. There may be cases in which we will be required to contact you in order to obtain additional information, and such inquiries may also delay the processing of the order. In any event, we shall make reasonable efforts to notify you with respect to any delays.

The processing time of orders that contain additions to the lens (such as coatings, tint or other) may take longer time. Processing time of orders which contain progressive and bifocal lenses may take longer than that of standard lenses.

4. SHIPMENT AND DELIVERY

Orders will be delivered to the address that appears on your order within reasonable time from the completion of the production and the quality checks.

Orders are usually shipped within 5-15 days from the date of confirmation of payment; however, there may be delays due to external factors. The time of delivery can vary depending on the destination.

We shall not be liable for delays in shipment due to faults of the carrier, and therefore these delays will not result in refund of shipment cost, however, we will make reasonable efforts to assist you with respect to such delays in a timely manner. If your package has not arrived after 15 business days from the date of shipment, you can contact us by sending an email to ventas@tuopticaenlinea.

 It is important that you enter your address correctly. If the shipment is addressed to a commercial entity (e.g., an office or a hotel), please make sure to indicate that your order is to be delivered to the commercial entity that is located at such address. Failure to input any part of your address will cause delays in shipments and increase the costs of the purchased Products. We will not refund or exchange products that were shipped to an inaccurate address as a result of missing details. Shipping claims should be addressed within 30 days from the date of the shipping.

5. PRICES

The prices will be those that are established in the web page, except in case of manifest error. The prices are in Colombian Pesos (COP) and include the applicable taxes of the Colombian Law, as well as the shipping costs for purchases over $ 150,000 for any city within Colombia. For purchases of less than $ 150,000, the shipping cost will be $ 8,500 for major cities and $ 13,000 for other cities and municipalities.

Tuopticaenlinea.com may modify prices at any time prior to receiving the request for your order.

The services will be provided by tuopticaenlinea.com once the purchase has been confirmed and the Client has paid.

6. RETURN POLICY

We do our best to make returns and exchanges as simple as possible.

If for some reason, you are not completely satisfied with your purchase, you are entitled to a refund, product exchange, or a 100% store credit, provided that:

(i) You inform tuopticaenlinea.com about your decision within five (5) calendar days after the delivery of the product by emailing to ventas@tuopticaenlinea.com. Your message must specify the reason for the return of the product. You will have up to 90 days to return the eyeglasses.

 (ii) You return to tuopticaenlinea.com the product in their unused, original and merchantable condition and in their original packaging, including all accessories such as case and cleaning cloth. All returns are examined by our staff, one by one and only the money will be returned or will be exchanged for another new product if the returned product is in its original condition; Therefore, make sure the glasses are well-packaged before sending it, as we will not accept responsibility for the damaged products during the shipment.

 (iii) If the return is caused by a mistake of ours, we assume the costs of the return shipping, in which case we will personally coordinate with you the said shipment; If it is not by mistake of ours, then the shipping costs will be deducted from the refund of your money. The shipment is made under your responsibility by certified mail to the address that we will provide you once you have contacted us.

 (iv) If the return is triggered by the product being defective, you can choose between (1) 100% money back guarantee or store credit (note that the refund does not include the cost of any shipping that is not Standard, or (2) Product exchange of equal or lesser value. In any case, you must send your defective product to tuopticaenlinea.com and send us an email communicating the defect found in the product to tuopticaenlinea.com within five (5) calendar days after the date of delivery of the product, in writing, to the email before Indicated and you must send the product within 90 calendar days after the receipt of the same.

The 100% Guarantee applies exclusively to the product initially received, and it is not possible to refund or modify further modifications of the initial order, as well as cases in which there is an error on the part of the client when entering the data of its glasses prescription, or when the prescription has not been provided to us within its order.

Once the status of the product is verified, we will proceed with the process of returning your money, which may take up to 30 calendar days to be deposited in your account.

IMPORTANT: Please do NOT return your product (s) without first contacting us to our Customer Service line No.1-8000-413.807 or in Bogotá at (57 1) 781.13.16. We will give you the instructions and shipping address by telephone.

 7. EYEGLASSES MANUFACTURER’S WARRANTY

We offer a 12-month manufacturer's warranty for all frames priced $125,000 or more. We will repair or replace your item free of charge, as long as it is returned to us within one year of purchase.. For all frames priced $125,000 or less, we offer a 3-month warranty. We will repair or replace your item free of charge, as long as it is returned to us within three months of purchase. All prescription lenses have a 6 to 12-month warranty as long as you have the warranty card from the laboratory that specifies the time of warranty. The card is shipped to you along with the frame, please keep it in case you need it. This does not include the shipping cost.

Please do NOT attempt to repair eyewear yourself – we cannot accept products that have been tampered with for return under a manufacturer's warranty.

Please call to our Customer Service line No.1-8000-413.807 or in Bogotá at (57 1) 781.13.16. to find out if the damage to your product is covered under our warranty (see chart below)

  What's  Covered What's Not Covered
Lens Defects
  • Cracks not caused by rough handling
  • Peeling coatings
  • Exposure to excessive heat or cold
  • Prolonged exposure to water
  • Rough handling
  • Improper cleaning
Frame Defects
  • Stripped screws
  • Broken nosepad posts
  • Broken or loose hinges
  • Dislodged jewels or logos
  • Oxidation or discoloration
  • Excessive exposure to heat or cold
  • Prolonged exposure to water
  • Rough handling
  • Improper cleaning

 

 For questions regarding our Return Policy please contact us at ventas@tuopticaenlinea.com or call our Customer Service team at 1-800-917-7083 (24/7).

 

Limitation of Liability

Responsibility for losses that may be incurred as a result of breach of contract by tuopticaenlinea.com will be strictly limited to the value you have paid for the service. However, the above limitation shall not apply to the following:

(a) Death or personal injury caused by negligence other than us;

(b) For severe pain and / or neglect.

(c) For fraud or misrepresentation, or

(d) In any other case that it is illegal to exclude, or attempt to exclude, our liability. 

Data Protection

We will keep the personal data that you have provided us through the order form and your purchase history in a file owned by Atria Servicios Comerciales SAS whose corporate data have been indicated at the beginning of the present Conditions-. We will use your data only when is necessary to process your orders, perform our contractually binding services, and transact any relevant payments

Tuopticaenlinea.com will only retain your personal data and prescription information if you click on the "Save" button on the Web Page, preserving them together with the information in your user account and facilitating access to them every time you identify yourself on the Web Page.

In addition, in accordance with Law 1581 of 2012, Habeas Data, we inform you that you have the right to access, rectify, cancel and oppose your data by writing to the following address: soporte@tuopticaenlinea.com. 

General

Tuopticaenlinea.com may transfer, assign, tax, subcontract or dispose of the contract, or any of its rights or obligations derived therefrom, at any time during the term of the Agreement.

The declaration of nullity or invalidity by a Court or an Arbitrator of any term, condition or paragraph of this contract shall not affect the validity or effectiveness of the rest of the Contract.

These Conditions shall be governed by and construed in accordance with Colombian law. The resolution of all disputed matters arising from these Conditions, or relating to breach, interpretation, resolution or validity of any provision of these Conditions, the parties, by mutual agreement, are subject to the jurisdiction and jurisdiction of the Courts and Tribunals of Bogotá, expressly waiving any other jurisdiction that may correspond to them.

These Conditions shall be governed by and construed in accordance with Colombian law. The resolution of all disputed matters arising from these Conditions, or relating to breach, interpretation, resolution or validity of any provision of these Conditions, the parties, by mutual agreement, are subject to the jurisdiction and jurisdiction of the Courts and Tribunals of Bogotá, expressly waiving any other jurisdiction that may correspond to them.

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