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
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)
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.
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
- The return of glasses and sunglasses is
specified below - Customer
service must always be contacted before returning goods
- Products
returned during the statutory cancellation period (within 14 days of receipt)
will be fully refunded
- Returns of unopened goods made after the legal
14-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 *in compliance with EU health
and safety regulations
The return policy applies to:
- Returns made within the statutory cancellation period (14 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
The customer is required to
follow all guidelines stated on the return
policy page when returning a product.
The return address
is
Alensa.co.uk
Unit 51
219 Walworth Road
Elephant & Castle
London
SE17 1RL
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.
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.
The return of sunglasses and prescription eyeglasses:
Our glasses
and sunglasses come with a warranty of two years in case of breakage. Otherwise,
if you wish to return glasses or sunglasses, this can only be done within the
legal 14-day withdrawal period. The goods must not be used or damaged. The
original packaging must not be destroyed. If you would like to return or
exchange sunglasses or frames, we require that you return the complete product,
including the case, the outer box, everything inside the box, any cleaning
cloths, and any identifying stickers or tags. In other words, the product needs
to be in exactly the same condition as it was upon receipt. The product is
considered incomplete without any of these items. In case of any missing or
damaged items, a return or exchange will not be possible. Thank you for your
understanding and compliance.
Sunglasses, frames and eyeglasses are
delivered in optimal condition and have been thoroughly checked for quality
before dispatch. In the rare case that one of these should arrive damaged or
suffers from immediate defects, contact the customer service and we will review
the case in order to help you. However, complaints about damage caused by
improper use, incorrect care, or normal wear and frequent use, are not eligible
for compensation. Additional discounts or compensation cannot be given for
damage caused by the customer themselves.
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 .
First, please contact our
customer service via the contact form on the website or via mail to explain the
reason for returning as well as provide any additional information needed (order
number, complete description of the items, etc.) Our staff will review your
request to ensure that it meets all exchange criteria and will advise you on how
to proceed.
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.
The return procedure follows 4 steps:
- Validate
your return by contacting customer service
- Our customer service will
provide you with return instructions
- Securely pack your parcel and
follow these instructions
- Ship your parcel back to us
Please, send unopened and undamaged packages of contact lenses (or lens
solutions) by post in a sturdy box, not an envelope, to ensure they will not be
damaged during transit. Include a proof of purchase from Alensa.
Price
of returns
The customer bears responsibility for the shipping costs
associated with returning the product(s). Alensa does not provide a prepaid
option for returns of products ordered incorrectly or no longer needed. However,
if Alensa is deemed to be at fault as the seller, any costs for returning will
be covered.
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. In case of complaint, the buyer must
first notify our customer service department, at which point they will be
advised how to proceed. If a product needs to be returned, the customer should
follow the procedure stated on our exchange and return policy
page.
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.
Suspected faulty lenses or complaints about quality
If you
have any complaints about the quality of your lenses (redness, blurred vision,
uncomfortable feeling, dryness), we can send the lenses to the manufacturer who
will then execute a thorough quality check of the lenses in question. Please
note that this process will take up to a month, as we wait on the final result
from the producer. Some lenses may need to be sent abroad for analysis, which
can also impact the length of this process, however any kind of claim will be
handled within 30 days . When a manufacturing error is
recognized, we will send you new lenses with the same parameter combination for
free. If, however, it is determined there is no manufacturing error, we
cannot refund you for the lenses or send a new pair.
If you wish
to return a damaged or faulty product, please pack it in a stiff box and send it
by registered post. This is to prevent damage during transport. Lenses that have
been further damaged in transit will not be accepted, refunded, nor replaced.
In order for the producer to perform a complete check, you will need to send
the lenses and ALL packaging, including original box and any remaining, unopened
blisters printed with the products' LOT number. If you wish to return any
contact lens that has been unpacked (or used), it should be prevented from
drying out during transport. Place the lens in a case with solution and close it
firmly. As each return case is unique, we advise that you to contact our
customer service help desk beforehand to stipulate the exact details of the
return (how many lenses will be returned, was the package opened or unopened,
will the box be included in the return, communication of the LOT number, ...) at
info@alensa.co.uk The
item(s) you wish to return should be accompanied by a letter describing the
product’s fault and the expected result (a refund by the producer or
replacement lenses). Complaints and requests for refunds or exchanges must be
made within 6 months of receipt of goods.
Please be aware when making a
claim regarding possible faulty lenses, that you will be asked to
provide a valid prescription . Although there is no need to present
your prescription when purchasing lenses online, you must always be in
possession of a valid prescription no older than one year old. When a quality
check is performed, this prescription is required to verify whether the dioptres
of the lenses you've purchased match your actual prescription or not.
If a defect appears within six months of receipt and it has been clearly
identified as being a genuine defect, the goods shall be deemed to have been
defective upon receipt. The buyer is entitled to exercise the right to claim a
defect within 24 months of receipt.
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, frames and eyeglasses
Sunglasses, frames and eyeglasses are
delivered in optimal condition and have been thoroughly checked for quality
before dispatch. In the rare case that one of these should arrive damaged or
suffers from immediate defects, contact the customer service and we will review
the case in order to help you. However, complaints about damage caused by
improper use, incorrect care, or normal wear and frequent use, are not eligible
for compensation. Additional discounts or compensation cannot be given for
damage caused by the customer themselves.
However, if you think the
quality of your eyeglass lenses is lacking or your lenses are defective in any
way, we can have them sent for a quality-check. If a defect is discovered or
they are deemed to be of poor quality, we will, of course, replace or refund the
lenses.
For quality claims regarding single vision prescription
lenses , contact our customer service first and make sure to include a
valid prescription - no older than 1 year old. When a quality check is
performed, this prescription is required to verify whether the dioptres of the
lenses you've purchased match your actual prescription or not. You will be asked
to return your goods in their entirety (the frame, the eyeglass lenses, the
included accessories, any labels or leaflets, etc…). Do not remove the lenses
from the frame!
For quality claims regarding multifocal /
progressive lenses , contact our customer service first and make sure to
include a valid prescription - no older than 1 year old. Also include a
frontal photo that depicts you wearing the glasses (to be used for better
centering) and a photo from the side that depicts you wearing the glasses
(to be used to determine the angle of the frame). You will also be asked to
return your goods in their entirety (the frame, the eyeglass lenses, the
included accessories, any labels or leaflets, the little blue paper bags in
which you received the demo lenses, the blue card, etc…). Do not remove the
lenses from the frame!
Please return the advertised glasses in the
original case, including the cleaning cloth.
Returns that have been
tampered with and/or have missing components cannot be accepted. Always contact
our customer service before returning glasses!
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 Under EU law, everyone has the
right to withdraw from a contract within 14 days of receipt of the goods. 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 14 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.
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. All returns must be processed in
accordance with the information and conditions stated on our exchange and
return policy page.
14. Privacy Policy
The protection and
processing of personal data is governed by the following privacy policy .
