Consumer Complaints Procedure

Consumers may submit a written complaint regarding products or services provided by Optika Luna through the following channels:

• In person: at the Optika Luna business premises, Giuseppe Garibaldi 13, 52470 Umag, Croatia.

• By post: Napoletano d.o.o., Giuseppe Garibaldi 13, 52470 Umag, Croatia.

• By email: info@optikaluna.com.

Please include your full name, contact details, a description of the product or service concerned and the reason for your complaint. Where applicable, please attach any documentation that may help us resolve the matter.

Napoletano d.o.o. will acknowledge receipt of your complaint in writing without undue delay.

We will provide a written response within 15 days of receiving your complaint, clearly stating whether we accept its validity.

Please indicate whether you would prefer to receive our response by email or by post, and provide the relevant contact details.

Records of written consumer complaints are retained on a durable medium for one year from the date of receipt.