Thank you for visiting the Alensa web site. Alensa.co.uk is a part of the
Alensa network and provides original, high-quality contact lenses and
vision-related products across Europe. This page contains all guidelines,
conditions, and terms to which you, the consumer and user of the Alensa.co.uk
web shop, agree to upon use of our website and the completion of any purchase
here. Upon confirming a purchase on Alensa.co.uk, you will see a tick box
signifying that you have read and understood these terms and conditions and,
consequently, that you agree to them. More information and further explanation
can be found on various information pages found on Alensa.co.uk. We reserve the
right to refer to the information included on these pages and assume that the
customer has read and understood them.
Navigation
- Introductory provisions
- Registration
and operation of our web shop
- Use of our website
and our promotions
- Purchase agreement and
invoicing
- Payment and prices
- Problems with payment
- Delivery costs
and other delivery notes
- Delivery times and
information on the delivery of goods not in-stock
- Problems with delivery
- Warranties and
returns
- Complaints about goods and
services
- Alternative Dispute Resolution
- Withdrawal from the contract
- Privacy policy
1.
Introductory Provisions
The terms and conditions below are applicable to
shopping in the Alensa e-shop.
The terms and conditions define and
specify the contractual relationship between the buyer and the seller. All
contractual relations are governed by the laws of the Czech Republic. If the
contractual party is a consumer, all relationships that are not regulated hereby
are governed by the Czech Civil Code (Act No. 89/2012 Coll.) and the Consumer
Protection Act (Act No. 634/1992 Coll.). If the party entering into the contract
is a business entity, all relationships that are not defined herein are subject
to the Czech Commercial Code (Act No. 513/1991 Coll.), all as amended.
The seller reserves the right to cancel orders for more than
10 pieces and refund the buyer.
The Terms and Conditions do not
apply to cases where the Buyer is a legal person or a person who, when ordering
goods, acts within the scope of his business or his own profession. Goods
purchased on Alensa.co.uk are not intended for resale. The Seller does not issue
invoices without VAT. The Buyer may only purchase a quantity of goods that
corresponds to a normal need.
If the Buyer orders or purchases a quantity
of goods that the Seller, based on available information, assesses as being for
resale, the Seller reserves the right to cancel the order. In the event that a
purchase contract has already been concluded, the Seller has the right to
withdraw from the purchase contract. In this case, the Buyer and the Seller
shall mutually refund all transactions carried out.
2.
Registration and Operation of Alensa
All products and services are
supplied by the main operator of the Alensa network. Our logistics centres are
based in the Czech Republic. Our site Alensa is operated by Alensa s.r.o.,
registered at the following address:
Alensa s.r.o.
Českomoravská
2408/1a
190 00 Praha 9
CZ VAT number: CZ27179681
UK VAT
number: GB207896378
The Alensa trademark, all content on the
website, and all promotional material published by the Alensa brand are
intellectual property of the main operator of the Alensa network and are
protected by copyright laws.
3. Use of Our Website
and Our Promotions
Customers are free to use our website either as
guests or as registered users. The customer is required to use our site
responsibly and correctly, abiding by our terms and conditions. In case of
misuse, Alensa has the right to temporarily or permanently ban the user from
using our website and services.
Regulations
Alensa allows users
to use our website only for lawful purposes:
- Local,
national, and international law must not be broken.
- Harm, fraud, and/or
unauthorised advertising in any form is prohibited.
- Sexually explicit
content or content that is hateful, offensive, violent, discriminating,
harassing, etc. is prohibited.
- Use under a false identity is not
allowed.
Users are free to make comments on our website. However,
comments must not be intended to harm our reputation or the reputation of
others, nor may they be intended to mislead or harass other users. Please also
note that comments are not meant for advertising or for the misuse of
promotions, such as sharing dealer codes. Comments containing advertisements
will be removed and blocked.
Discount regulations
Our referral program
(dealer discount system) is no longer applicable because, as of 31.12.2018, it
has been terminated. Any credit gained in accordance with program conditions
will last until it has been spent.
In order to prevent misuse, only one
promotional code can be activated at any given time. Codes cannot be stacked. To
check which code you have currently activated or to replace an active code by
another promotional code, simply proceed to the "Promotional Code" field in your
shopping basket.
Already discounted items are not eligible for further
discounts. A discounted product can be identified via a strike-through or
cross-out price, replaced by a reduced price. It is not possible to apply promo
codes or additional discounts to these kinds of products.
Criminal
offences and technical misuse
Users are strictly prohibited from
introducing viruses or any other technologically harmful software to our website
and from making any form of digital attack on our site or our servers. These
forms of misuse are considered criminal offences and will be reported to the
authorities. In the case of such an offence, Alensa will fully cooperate with
the authorities and will provide them with all information required for full
prosecution under the law.
Alensa will not be held accountable in the
event that our website suffers damage from malicious software or digital
attacks.
Guides and information contained on our informative pages
Alensa aims to provide its users with helpful info about eye care, lenses
and glasses. This is to be considered as general health information and tips,
and not as direct medical advice. Your specific medical needs need to be
addressed by a professional eye care specialist. You should never disregard
medical advice provided by your eye care professional for general information
presented here. You should never delay seeking out a professional based on
information contained on our website. The information here is purely to support
common day-to-day eye care and is not guaranteed to be complete.
4. Purchase Agreement
Based on the Buyer's
registration made on the Website, the Buyer can access his/her user interface.
From his/her user interface, the Buyer can order goods. It is not possible to
make a purchase without creating a User Account (registration).
The
purchase contract is deemed concluded when the buyer confirms his order within
the order form upon check-out. By placing an order with Alensa, the buyer
acknowledges that he has read these terms and conditions and complies with them.
By completing a purchase and by ticking the box on your order that you have read
and understand our terms and conditions, you are verifying that you are of legal
age to enter into a binding contract and in possession of a valid prescription
for the lenses you are ordering. You hereby confirm that the information you are
providing is valid and exactly as prescribed by your eye-care professional. You
also confirm that your prescription is less than 12 months old, as required by
UK law. You, the customer, give your consent to our contacting your eye-care
professional to verify your prescription information, if necessary. You
understand that it is your responsibility to undergo regular eye examinations
and maintain an up-to-date prescription. Alensa is not responsible for any
consequences as a result of any deviation from your prescription.
Proof
of purchase & invoice notes
If the buyer does not mention
explicitly in the field "Further info" that he requires a printed proof of
purchase and a package leaflet, he agrees that they will be supplied only in an
electronic form. Invoices can be downloaded from the user's personal profile on
Alensa's website in the "My Orders" overview after an order has been dispatched.
Additionally, invoices can always be obtained by contacting customer service.
The buyer can distinguish the delivery address from the invoicing address and,
if required, attach a note in the order form. These details are then
automatically included in the tax document.
Alensa's address on any
invoice will always be the address of our main operator in the Czech Republic;
this address cannot be changed to any local address. Every invoice will have the
date of the day an order is shipped and never on the day an order is made. The
date on the invoice cannot be altered by Alensa. It is possible to include
additional information on an invoice, such as date of birth or the name of a
child, but this information must be written in the field "Further info" before
finalising the order. Invoices will not be amended after an order has been
placed.
Alensa provides customers with one invoice for every order. If
the buyer requires more than one, please contact our customer service team to
request a duplicate.
5. Payment and Prices
You can choose from the following payments methods to
complete your order:
- Credit Card: Visa, Visa
Electron, Mastercard, or Maestro
- PayPal (with an additional £0,5
surcharge)
- Google Pay
- Klarna
Secure payment
All payments will be executed in a safe and secure manner. Your personal
information will only be used as much as it is necessary to authenticate your
payment and will not be given to third parties. Payment via credit card is
strictly compliant with The
European
Standard for Strong Customer Authentication; thus, your protection and
safety is ensured.
Online payment
If you choose to pay online
by credit or debit card, you will be redirected to our partner's encrypted web
page where your details can be securely entered to execute payment. Please be
aware that this secure payment link is only active for a limited time. If this
designated time-frame has expired, you will need to access your order through
your personal account on our website and attempt payment again. If you select
PayPal as your method of payment, you will be directed to PayPal's own secure
payment page. In case Alensa needs to refund you, this will be done
automatically. Any applicable credit will automatically defray the cost of any
order equal to or greater than 15 GBP.
Payment via Klarna
Klarna is a payment service that facilitates electronic payments on the
Internet. To pay for goods using this payment method, you must have the Klarna
app installed.
If the Buyer chooses this payment method, he/she
manages his/her payment for the goods in the Klarna application.
Prices on Alensa
All prices for products and
delivery displayed in the online shop include VAT. Any promotions and discounts
are valid for as long as they are mentioned on the Alensa website. The Operator
reserves the right to correct the price of the products prior to dispatch if it
is found that the products have been offered at an incorrect price. In this
case, the customer must be informed of the correct price and must agree to the
price adjustment. Otherwise, the purchase contract will not be concluded and the
order will be cancelled by the operator.
Alensa reserves the right to
modify prices depending on the changing market, competition, demands of the
producer, etc. We strive to maintain the lowest prices on the UK market;
however, customers are free to make a request to lower prices so long as all
conditions stated on the Lowest Price
guarantee page have been respected.
6. Problems
with Payment
- First, check with your bank or PayPal account to see if
the transaction has gone through and to address any technical issues with your
payment.
- If your payment was successful but does not appear as paid in
our system, please contact us at info@Alensa.co.uk, and we
will validate your payment with our accounting department.
- If you have
issues with the payment page, try accessing your Alensa account from a different
browser or device. If necessary, contact our customer service department to
attempt payment over the phone.
7. Delivery Costs and
Notes
Notes:
- The price of postage
includes VAT.
- Each price is final, no matter the payment method used,
and includes packing and shipping.
- Shipping costs are NOT dependent on
overall size and weight of the order.
- Free delivery promotions apply to
standard delivery options (Royal Mail).
- Shipments will only be
dispatched once payment has been completed.
- An additional £0,5
surcharge is added for payments made with PayPal.
Free delivery
on Alensa
Alensa provides free delivery for orders
over £49, before any discounts have been applied.
Alensa occasionally
offers free delivery promotions. Special offers and prices are valid as listed
on the Alensa website, in mailing campaigns or on social media at the moment of
purchase. The duration and conditions of each promotion will be clearly stated
at the time of the promotion. These conditions must be respected in order for
the promotion to apply.
Additional service: parcel insurance
For an additional fee, you have the option to insure your parcel. This insurance
covers packages in the event that they are lost or damaged in transit. This
means that as soon as we confirm that your parcel is lost or damaged in any way,
we will immediately dispatch a new parcel containing the same goods, without the
need to first initiate the lengthy claim protocol described below. If your order
contains special custom-made goods such as custom eyeglasses or unique lens
combinations, keep in mind that these will take additional time to prepare.
Shipment after payment
Alensa will only
ship parcels after payment has been received. Please be advised that in case you
choose to pay by wire transfer, shipment may occur later. If you would like to
minimise any potential delay, you may send us a payment confirmation issued by
your bank. You can read more about this on our payment methods
page. Some specific contact lens parameters, due to their rarity, may not be
in stock at the moment of purchase. Alensa will reserve these lenses for the
customer and immediately order them directly from the producer. Payment is taken
at the time of order, not at the time of dispatch. Payment for out-of-stock
items must be taken immediately to confirm your reservation of these items.
Adding products
Please note that considering the large
volume of orders processed by our warehouse, we cannot guarantee that we will be
able to merge or change finalised orders. If you wish to merge more than
one order or amend a completed order, please contact our customer service
immediately, and we will assess the possibility on a case-by-case basis. This is
only possible during customer service hours of operation (7am-3pm CET). Your
order is considered complete once payment has been input. If you wish to add
something, you will need to make a new order, and additional, standard delivery
charges will apply.
8. Delivery times and info on the
delivery of goods not in-stock
| Delivery service | Estimated delivery time |
| UPS Express | 1–2 business days from shipment
date |
| Royal Mail | 2–4 business days from shipment
date |
Notes:
- If your order was
placed before noon, it will be shipped on the day you placed it
.
- If your order was placed after 12 o’clock, it will be shipped
on the following business day .
- You will receive a track and trace number/link allowing you to
follow the shipment online.
- Orders are not
dispatched on weekends.
- Estimated delivery times
apply from the moment a parcel is shipped and not from the moment an order is
made.
Tracking your parcel
Because Alensa processes a
large number of orders every day, the customer is responsible for tracking his
own shipment. You will receive a track and trace number allowing you to
follow the shipment online. In case you do not receive this code in the e-mail
confirming shipment, you must contact our customer service department. They will
provide you with a tracking code upon request.
Delivery times of
non-stock goods
Some contact lenses with unique parameter combinations
might not be in stock. We will reserve these for you and order them directly
from the producer. This means that they will have a longer estimated delivery
time. The dispatching of special contact lenses that are not stocked frequently
depends on the delivery conditions of our suppliers and can take up to 2-4
weeks.
When choosing and ordering your lenses, you will be shown an
indication of the expected shipping date on the product page. This may change
once you have selected the parameters for your contact lenses. The customer
is responsible for monitoring this closely during the process of ordering.
After you have selected your specific parameters, you will be
shown a new estimated shipping time for those parameters, as shown above.
Please note that the „in stock“ info indicates the general availability of a
product from our company. It does not necessarily mean that your unique
combination will be in stock. Please only refer to the expected shipping
date next to the drop-down menus for shipping information pertaining to your
specific order. Any expected delay in delivery will be reconfirmed upon
continuing to the shopping basket page and again in the order confirmation
e-mail. The customer will be made aware if only part of his order is in stock at
the time of order confirmation, and the order will be sent only when all
products are available, unless otherwise noted. Alensa has the right to adjust
availability and estimated delivery times after the order has been made.
Orders containing both in-stock and non-stock goods
After selecting
the correct parameters for each of your desired products and before finalizing
and paying for the order, the customer is required to pay very close attention
to the estimated delivery time for each individual product in his shopping
basket.
There may be situations where a manufacturer is experiencing
operational complications and our warehouse supply is not fully covered. The
delivery time always depends directly on the conditions of our suppliers and can
take several weeks. Non-stock items include contact lenses on order, lenses with
very unusual dioptric parameters, etc., which we do not physically stock. The
dispatch times are indicative and based on the most recent period. This
indicates the expected date of dispatch of the products from our warehouse and
is part of the table where the Buyer enters the dioptric parameters.
Preview of the dispatch data: 
By confirming and completing payment for the order,
the customer agrees that the entire order will be shipped only after all
products are in stock. The dispatching of stock products before the
dispatching of non-stock products is possible; however, it must be at the
express request of the customer to a customer service agent. If desired, the
customer must pay an extra delivery fee (equal to regular delivery costs) to
receive the stock goods before the non-stock goods.
9. Problems with Delivery
DHL Express requires a signature upon
delivery. Please ensure someone will be present at your delivery address
during business hours Monday - Friday. Deliveries are not made on weekends.
We are not responsible for any delay in delivery caused by our logistical
partners or situations beyond our control such as weather, holidays, etc. Please
bear in mind we are providing an estimated delivery date suggested by our
delivery partners. In rare situations, some parcels can arrive outside of the
suggested timeframe. To ensure the smoothest possible delivery, please provide
your complete address information (street name, house number, postal code and
city) and a telephone number so our logistics partners can reach you, if
necessary. Once your order has been shipped, you will receive a track and trace
number where you can follow your shipment online. Do not hesitate to contact us
if you notice any problems in the track and trace. Our customer service
representatives will handle your questions promptly and efficiently.
If
a parcel cannot be delivered for any reason, it may be held in a local post
office or logistics centre for redelivery or collection. If unclaimed, the
parcel may be returned to us or destroyed. Therefore, it is the buyer's
responsibility to ensure the parcel will be received at the given address and to
communicate with the delivery company directly with any inquiries once the
parcel is in transit or stored. Destroyed parcels will not be replaced or
refunded.
Claim protocol
Should a parcel be determined to be
lost, missing, or delivered incorrectly, we will initiate a claim with our
delivery partner(s) on your behalf. In order to initiate the claim, two
confirmations are necessary: 1.) a signed affidavit from the customer stating
that the parcel was not received, sent to us within 20 days following the
alleged delivery; 2.) verification from the delivery company that the parcel has
been mishandled.
Once the claim is in progress, we will quickly issue
you a refund or send a new order, as you prefer. We will not process refunds
or send new parcels while a current parcel is in transit and until it is
officially declared lost by the courier. However, if you have purchased our
parcel insurance , we will be able to immediately dispatch a new parcel
and you will not have to wait until your claim has been processed.
Damaged packaging
Contact lenses and accessories are delivered in a
sturdy container of sufficient size to ensure they are delivered undamaged and
in good condition. However, if the box is damaged upon delivery, DO NOT ACCEPT
the package from the courier, and specify the reason in the delivery protocol,
such as „substantial damage to the box,“ „liquid leak“ etc. Please
contact us immediately so we can quickly respond to the problem and provide you
with a new delivery.
10. Warranties and Returns
The 365-day warranty period begins when the product is received by the
buyer. If the purchased item, its packaging, or instructions for use attached to
it state an expiration date in accordance with special legal regulations, the
warranty period shall end on the expiration date. We usually supply contact
lenses with an expiration date longer than 24 months. The use-by date is printed
on every product and its packaging. If you have any questions about these use-by
dates, please contact our customer service help desk at info@Alensa.co.uk
Returns must fulfill all of the following conditions:
-
Lens boxes and the original packing must be unopened, sealed, undamaged and in
re-sellable condition*
- The complete goods must be returned
without any missing components
- Products returned during the statutory
cancellation period (within 30 days of receipt) will be fully refunded
- Returns of unopened goods made after the legal 30-day withdrawal period has
ended, will be assessed depending on the warranty and expiration date of the
products (as stated before, the product needs to be re-sellable). However, the
products must be returned to Alensa.co.uk no longer than 365 days from the
original purchase date
- If Alensa has made an error and sent the wrong
products, you are required to report this to customer service within 30 days of
receipt of the goods
The return policy applies to:
- Returns made within the statutory cancellation period (14 days). In our
shop, you can withdraw from the contract within 30 days.
- Returns of
unopened, unused, undamaged goods within warranty
- Wrongly delivered
products (to be reported within 30 days of receipt)
- TopVue and Gelone
money back guarantee (only possible within 60 days of receipt)
- Products to be sent for a quality check
How to proceed with a
complaint or return of goods can be found on our clear info page - Claims and
returns
Make sure you receive a track and trace receipt for your
return as proof of returning the parcel! Our customer service department will
ask you about this if you suspect that something went wrong with your return.
Pack the returned goods carefully in a sturdy box to
prevent damage during transit. An envelope is not sufficient for transporting
the goods.
Also, please ensure to include your own address (sender's
address) on the back of each package sent back to us!
In a worst-case
scenario, this will ensure that the package is safely sent back to the customer
and not lost in the mail.
Notice
Prescription lenses are
manufactured based on specific individual requirements and are, therefore, not
eligible for returns. Only the frames qualify for a possible refund. This
condition applies from the moment glasses have been paid for , regardless
of shipping status.
The Buyer also acknowledges that in the case of the
purchase of a separate eyeglass frame, the Seller shall not be liable for damage
to the frame caused by unprofessional grinding of the lenses by a third party.
Every return must follow this procedure:
Alensa is not
responsible for returns that have not followed the procedure stated here -
Claims
and returns .
Our customer service representatives strive to reply
within 1–2 business days. When your return or exchange has been approved, you
will receive instructions on how to return your order. If the return is due to
the eshop's error, your postage will be refunded as soon as we have confirmation
of your return.
Price of returns
Alensa pays all costs of
returning the goods. To return the goods, follow the instructions on this
information page - Claims and
returns
Processing time for returns
Alensa will confirm
that we have received your returned items and update you on the status of your
new order. We strive to verify all returns within 30 days. Please feel free to
contact our customer service if you feel there is any delay.
Please
note that the return procedure will take slightly longer when returning
sunglasses and prescription glasses in their original and
undamaged packaging. This is due to the fact that the authenticity and condition
of returned sunglasses must first be thoroughly investigated and verified by our
main stock department.
The buyer agrees to respect the processing
time needed for each return .
11. Complaints
about Goods and Services
Alensa will not accept complaints in cases
where the product has already been discarded and cannot be investigated. Please
refrain from disposing of suspected faulty products and provide photographic
evidence of any visible fault or damage. If a product needs to be returned, the
customer should follow the procedure stated on our Claims and
returns.
Pack the returned goods carefully in a sturdy
box to prevent damage during transit. An envelope is not sufficient for
transporting the goods.
Complaints about TopVue or Gelone products are
usually handled according to the terms of our TopVue and Gelone
money back guarantee as long as all conditions have been met.
Alensa is an online seller dealing in contact lenses and related products, not
an optician or professional medical entity . This means that it is legally
not possible for us to supply trial lenses or replace individual lenses. Alensa
is only able to deal with complete packages.
How to proceed with a return?
1.The Buyer
creates a new return in the customer account in the "Returns" section or on the
return page.
2.Once the Buyer presses the "Create a new return"
button, a page with all orders will be
displayed. From the list of
completed orders, the Buyer will find the desired order and select
the
product for which they want to initiate a return procedure. By pressing the
"Create a return"
button.
3.For the selected product,
the Buyer defines the necessary information. They choose the
"Reason for
Return" and "Preferred Solution." The "Bank Account Number" and "IBAN" fields
are
filled in by the Buyer only if this information is necessary to
complete the return. The "Your
Note" field is used to specify the
description of the defect. At the end of the request, it is
possible to
attach a file (photo or video). Once the Buyer has filled in the required
information, they submit the request by pressing the "Submit" button.
An information message confirming the acceptance of the return will be
displayed, and an automatic email about the accepted return with instructions on
how to proceed when returning the claimed goods will be generated.
WARNING: Product photos of contact lens packaging on our website are
intended to illustrate the products sold and may not always correspond to the
current appearance of a specific product. Some products are manufactured in
various facilities owned by the same manufacturer. The product photograph may
therefore indicate a different place of manufacture than the product that will
reach the customer. These minor discrepancies in illustrative photographs from
the products that will reach the end customer cannot be cited as a reason for
the return of goods. All products in our portfolio come from original
manufacturers.
If the Buyer sends the claimed goods directly, without
prior contact with customer service, and at the same time does not use the
recommended procedure for creating a return request online in the customer
account, the processing time of the return request may be extended. Once the
Seller accepts the request, the Buyer will receive an email confirming the
acceptance of the return. The progress of the return can be tracked in the
customer account.
Return address:
Alensa.co.uk
Unit
51
219 Walworth Road
Elephant & Castle
London
SE17 1RL
The costs associated with shipping are borne by the Buyer when
submitting the shipment. The costs associated with the transport of the claimed
goods back to the Seller are borne by the Seller if the complaint is accepted,
and the Buyer provides documents proving the costs associated with the transport
of the claimed goods.
All claimed goods are handed over by the Seller to
the manufacturer for expert assessment, the aim of which is to determine whether
the defect for which the goods are claimed arose from a manufacturing error. The
Seller has a period of 30 days to process the return.
Additional
Information:
Returns of contact lenses:
Mechanical damage to
the lens due to improper handling or defects resulting from inadequate care of
the contact lens, is not a valid reason for return. A wrong choice of contact
lenses or their parameters is also not a reason for return. Identical parameters
do not guarantee that contact lenses will be comfortable for the user. The
customer must have contact lenses professionally applied, and when resolving
complaints about lenses or returns, the Seller may request confirmation of the
professional application of contact lenses (not older than 1 year).
The
claimed goods should be sent by the Buyer in a sturdy box to prevent damage
during transport. If the Buyer returns an already opened (used) faulty contact
lens, it is necessary to ensure that the lens does not dry out during the
transport of the shipment to the Seller's facility. We recommend placing the
lens in a case or a small glass, soaking it in a solution to prevent it from
drying out, and securely closing it.
The Seller then sends the contact
lenses to the manufacturer for expert assessment. The manufacturer will decide
whether the faulty complaint is justified and whether it is indeed a
manufacturing defect. In the case of an accepted faulty complaint, the Seller
will send the Buyer new goods or refund the money to the Buyer's bank or
customer account.
Dissatisfaction due to having received wrong
parameters
Always contact the customer service immediately if you see
you have received the wrong parameters, preferably before opening any of your
boxes. In case we have sent you the wrong parameters, due to an error of our
own, you will be refunded or sent new lenses at no additional cost. However, in
case you, the customer, have made a mistake during the ordering process, and the
lenses you have ordered don't match the prescribed parameters from your
optometrist, Alensa can only replace or refund them if they are unopened and
haven't been used. You are required to be in possession of an official
prescription no older than 1 year old. Please pay close attention while ordering
so as to not input the wrong values. In case of dispute, Alensa has the right to
ask for your prescription and verify it with your actual order.
Complaints about having received the wrong product can only be made within 30
days after the delivery date of that product . Complaints made later than
30 days after having received the product will no longer be accepted. We
recommend you to therefore always check your product immediately upon receipt
and contact us as soon as possible if a mistake has been made.
Dissatisfaction with a new brand of lenses
Switching to a new brand
of contact lenses, even if recommended by a specialist, carries a risk that this
new brand may not fit the wearer. The seller is not liable for any medical
complications or discomfort that can result from wearing an unprescribed brand
of lenses. Always consult with your ophthalmologist or optician before
attempting new lenses. Each user can have a different experience with the same
type of lenses. Alensa does not take responsibility for any problems
experienced with lenses bought without consulting an optician or doctor
beforehand. Customers are always expected to be in possession of a valid
prescription and to purchase only the lenses that have been prescribed by their
eye-care professional, without deviation. This also applies to lens
solutions, eye drops and sprays.
We only exchange or refund contact
lenses or other products if the packaging is unopened and undamaged.
Dissatisfaction with the effect of coloured lenses
The ultimate
effect of wearing coloured lenses is very subjective and may vary according to
numerous conditions and influences. First, the effect will be influenced by the
pigmentation of your eyes. Second, it can be influenced by external factors,
such as light conditions, make-up and clothing choices. Furthermore, the type of
coloured lenses (enhancing or opaque) may produce a different result on the
coverage of your natural eye colour. Because it is impossible to predict the
result for each individual, we do not provide refunds on coloured lenses on the
basis of dissatisfaction with appearance. The customer agrees, upon
purchase, that coloured lenses are non-refundable, unless a manufacturing error
or defect is recognised by the manufacturer.
Complaints about
sunglasses and sports glasses:
Glasses cannot be returned if they have
not been used according to the instructions for use or have been mechanically
damaged, e.g., due to improper care. Furthermore, glasses damaged due to
exposure to extreme temperatures (e.g., sauna, hot car, etc.) or aggressive
substances (hair cosmetics, seawater, etc.) cannot be returned. The warranty
also does not apply to defects caused by normal wear and tear.
The
returned glasses should be sent back in the original case, including the cloth.
Returns of prescription and other non-prescription glasses (PC glasses,
driving glasses, etc.):
Glasses cannot be returned if they have not
been used according to the instructions for use or have been mechanically
damaged, e.g., due to improper care. Furthermore, glasses damaged due to
exposure to extreme temperatures (e.g., sauna, hot car, etc.) or aggressive
substances (hair cosmetics, seawater, etc.) cannot be claimed. The warranty also
does not apply to defects caused by normal wear and tear.
For returns of
prescription glasses ground to fit, a valid prescription for glasses (not older
than 1 year) must be available. For glasses with progressive (multifocal)
lenses, it will be necessary to provide a photograph of the face with the
glasses worn from the front (for better centering) and a side view photograph
(to determine the frame angle).
The Buyer acknowledges that in the case
of newly ground prescription glasses, it may take 1 - 4 weeks to adapt to the
new correction. A longer adaptation period is especially common with astigmatism
and presbyopia correction. The human eye and brain may not immediately accept a
new correction. In such cases, do not rush to wear new glasses, but choose a
gradual adaptation to the new glasses. Only after this period can the glasses be
sent for a refund. If the Buyer decides to return prescription glasses with
custom-ground lenses, we recommend that the Buyer first contact customer
service. The claimed glasses should be returned in the original case, including
a cloth.
Returns of eyeglass frames with demo lenses (provisional
glasses lenses):
Glasses cannot be returned if they have not been used
according to the instructions for use or have been mechanically damaged due to
improper handling. Furthermore, glasses damaged due to exposure to extreme
temperatures (e.g., a heated car, radiator, etc.) or aggressive substances (hair
cosmetics, seawater, etc.) cannot be claimed. The warranty also does not apply
to defects caused by normal wear and tear.
The Buyer also acknowledges
that in the case of purchasing a separate eyeglass frame, the Seller does not
assume responsibility for frame damage caused by the improper grinding of
third-party eyeglass lenses. The returned glasses should be posted in their
original case, including the cloth.
Complaints about our website and its
content
Alensa reserves the right to alter the content of our website
at any given time. We aim to provide our customers with up-to-date information,
but cannot be held accountable for temporarily misrepresented info or mistakes.
This also applies to technical problems caused by malicious attacks or software
(viruses, hackers, etc.). If you find any issues with our website or its
content, please notify our customer service so that we can rectify these issues.
Comments made by customers on our website do not represent the views,
opinions, or positions of Alensa and must be considered subjective. Such
comments must not be interpreted as guidelines or advice in any way. Alensa will
attempt to edit, correct, or address any potentially misleading or incorrect
information. Problematic or abusive users will be dealt with.
Photos on
the website are meant to illustrate a real version of the products on offer but
are not photos of the exact product the customer will receive. Product photos
that display item numbers, expiration dates, etc. will, when ordered, have
different numbers unique to your version of the product. Some of our products
are also produced in several facilities across different locations, all owned by
the same original producer. A product photo may show location differences from
the product you received. These kinds of
location-dependant/time-dependant/unique identification differences in no way
mean that the product you've received is somehow not what it should be. Claims
based on these kinds of logical, self-evident print differences between website
photos and received products will not be accepted.
12. Alternative Dispute Resolution
The consumer has the right to
demand Alternative Dispute Resolution if they are not satisfied with the result
of a complaint or if they believe that the seller violated their consumer
rights. They can contact the seller by email on info@Alensa.co.uk If the
seller refuses to conduct the correction or does not reply to the query within a
30-day period, the consumer has the right to submit a complaint to an
Alternative Dispute Resolution entity (ADR entity), legally bound by UK and
European Union law (S.I. no. 343 of 2015). The complaint can be submitted as
detailed in UK and European Union law (S.I. no. 343 of 2015).
The
consumer can also submit a complaint online via the European Online Dispute
Resolution platform (ODR platform) - https://ec.europa.eu/consumers/odr.
The definition of ‘consumer’ for the purposes of Alternative
Dispute Resolution covers natural persons who are acting outside their trade,
business, craft or profession. However, if the contract is concluded for
purposes partly within and partly outside the person’s trade (dual purpose
contracts) and the trade purpose is so limited as not to be predominant in the
overall context of the supply, that person should also be considered as a
consumer. Alternative Dispute Resolution shall apply to procedures for the
out-of-court resolution of disputes concerning contractual obligations stemming
from sales contracts or service contracts between a trader and a consumer.
Alternative Dispute Resolution shall apply to long-distance purchase contracts
only. Alternative Dispute Resolution shall not apply to disputes where the value
of the claim does not exceed €20. The ADR entity can apply a nominal fee to
the consumer for filing the complaint which cannot exceed €5 including VAT.
13. Withdrawal from the Contract
Form -
Withdrawal from the purchase contract To instantly create an online
request from your customer account, simply click
HERE.
Everyone has the right to withdraw from a contract within
14 days of receipt of the goods. In our shop, you can withdraw from the contract
within 30 days. In the event of withdrawal from the contract, the buyer must
observe the following conditions:
Returned goods must be complete
The goods must not be used or damaged. The original packing must not be
opened. If the consumer opens the original packing, then the product can no
longer be used for hygiene and safety reasons. Such a product is no longer
re-sellable and cannot be returned. This excludes sunglasses and glasses frames.
If you would like to return or exchange sunglasses or glasses frames within 30
days from your date of receipt of the goods, we require that you return the
complete product, including glasses case, outer box, inserts, cleaning cloths,
and any identifying stickers or tags. The product is considered incomplete
without all of these items, and as such, and a return or exchange will not be
made. Thank you for your understanding and compliance.
Prescription
glasses lenses are manufactured based on specific individual requirements and
are, therefore, not eligible for returns. Only the frames qualify for a possible
refund. This condition applies from the moment glasses have been paid for
, regardless of shipping status.
Required documentation
Please
enclose the proof of purchase issued by Alensa, its copy or your order number.
Don't forget to include your bank account number, if necessary.
Goods
must be returned in the original condition
Please send the returned
goods in a stiff, cardboard box rather than an envelope (even if it is an
anti-shock envelope). If the shipment suffers damage during transport, we are
not obliged to accept it. In the event of withdrawal from the contract, if the
buyer observes the conditions above, he will receive a full refund including the
original shipping costs. The buyer shall bear only the costs incurred in
returning the goods. The refund will be credited to the customer's account
within 2–10 days of receipt of the returned goods in a resellable condition.
Price and procedure for returns
If all necessary conditions
have been met, the buyer will be issued a full refund. The shipment expenses for
the return are the responsibility of the buyer. The Seller will reimburse the
Buyer for these costs once the goods are returned in good order. A shipping
receipt issued by the carrier must be presented. All returns must be processed
in accordance with the information and conditions stated on our Claims and
returns.
14. Privacy Policy
The protection
and processing of personal data is governed by the following privacy policy .
