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.
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.
Use of Oembed Read Permission
The Oembed Read
permission is a functionality provided by Facebook that allows our app to embed
public Facebook and Instagram content directly within the app. Our app utilizes
the Oembed Read permission to retrieve and display publicly available Facebook
and Instagram content in an embedded format. This ensures that users can view
relevant social media content as part of their experience within the app.
By leveraging the Oembed Read permission, we enhance experience by offering a
seamless way to access public social media posts that are relevant to the
services or content we provide. We use this permission strictly in accordance
with Facebook’s policies and only for the purposes outlined above.
Discount regulations
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.
If
the Buyer takes advantage of an additional "Special Offer" (post sell), the
order will be updated with the added item or items and the added items will be
reflected in the total price.
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
Delivery costs
UPS Express
Orders under £65
£11.90
Orders over £65
£11.90
Royal Mail
Orders under £65
£2.49
Orders over £65
FREE
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)
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. Refund requests
cannot be made for defects caused by normal wear and tear and for mechanically
damaged glasses that have been improperly repaired by a third party. 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. Refund requests
cannot be made for defects caused by normal wear and tear and for mechanically
damaged glasses that have been improperly repaired by a third party. 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. Refund
requests cannot be made for defects caused by normal wear and tear and for
mechanically damaged glasses that have been improperly repaired by a third
party. 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 GBP. The ADR entity can apply a nominal fee to
the consumer for filing the complaint which cannot exceed 5 GBP including VAT.
13. Withdrawal from the 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 .
Customer account cancellation The Buyer shall send the request for
cancellation of the customer account to the Seller at the e-mail address info@alensa.co.uk. The Buyer
may also request the deletion of the customer account from the Agent via the
email address dpo@alensa.eu.
The account will be cancelled when all transactions are over. A period of
30 days from receipt of the last purchase will be maintained for any legal
withdrawal from the purchase contract. After this period, all personal data of
the Buyer will be deleted if it is no longer needed for the purpose for which it
was collected or if its storage is contrary to the law. Exceptions are the
minimum necessary data that must be retained for legal reasons (e.g. for
accounting purposes). After the expiry of the statutory period, this data will
also be deleted completely.
Privacy Policy
Protection and Processing of Personal Data
1. Administrator
The administrator of your personal data is Alensa s.r.o., registered at
Českomoravská 2408/1a, Praha 9 – Libeň, 190 00, identification number:
27179681, registered in the Commercial Register at the Municipal Court in
Prague, section C, 102359 (hereafter referred to as “administrator”).
2. Categories of Personal Data
Alensa s.r.o. processes necessary
personal data under Article 6, part 1.(b) of REGULATION (EU) 2016/679 OF THE
EUROPEAN PARLIAMENT AND OF THE COUNCIL, which are necessary to enter into a
contract with Alensa, s.r.o., including:
Name
Surname
e-mail
Telephone number
Address for
delivery
Billing address
Bank account details
Individual optical prescription information as applicable, including
power/sphere, base curve, diameter, axis, cylinder, ADD power, type of lens or
brand.
Digital photo of your valid contact lens prescription
We also process the following personal data:
Communication
between the administrator and the customer
Records of behaviour on
websites managed by Alensa, s.r.o.
Photos depicting the customer
wearing the eyeglasses (needed to check the quality of multifocal eyeglass
lenses)
3. Processing Time
In accordance with
applicable law, for the purpose of rendering the performance of the contract and
for the purpose of recording the contract and any future application and
protection of the rights and obligations of the parties, the storage and
processing of personal data is for the above purpose for a period of 10 years
from the performance of the last contract, unless otherwise required by the law
for the maintenance of the contractual documentation for a longer period. The
processing referred to above is made possible by virtue of Article 6, part 1.
(b) of REGULATION (EU) 2016/679 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL:
“processing is necessary for the performance of a contract to which the data
subject is party or in order to take steps at the request of the data subject
prior to entering into a contract.”
Photos are only used to inspect
and assess the quality of your eyeglass lenses and are deleted after the quality
check has been completed.
4. Transmission of Personal Data to Third
Parties
Unless required by law, Alensa s.r.o. will not disclose your
personal data to third parties. Alensa, s.r.o. declares that all personal data
is confidential and will not be disclosed to any third parties. Some exceptions
include:
Carriers, suppliers and dispensing points - only the
personal data required to deliver the goods, process complaints or manage
returns will be disclosed to our delivery partners.
Rating service
providers - only the personal data required to award a rating are disclosed.
Payment gateway providers - only the personal data required to pay
for the order are disclosed.
Other uses of your personal
information include:
Analytics and marketing providers
and software - in order to personalise offers and target appropriately
E-mail and SMS communication software provider - for communication
purposes, enabled via opt-ins
Social media - communication, plugins
and account linking
Customer service tools and providers - to
facilitate customer care and communication
Vendors and cloud service
providers
Public, financial and legal authorities - for the purpose
dealing with legal rights and obligations
The administrator does
not intend to pass your personal data to a third country (a non-EU country) or
to any international organizations.
5. Marketing Communications
Commercial messages may be sent to your e-mail address by Alensa s.r.o. This
procedure is allowed by Act No. 480/2004 Coll. Article 7, part 3 of the
information society services unless you decide to reject in the future. If you
decide at any time that you no longer wish to receive our e-mails, please follow
the opt-out link found at the bottom of each e-mail newsletter or opt-out option
in your account overview at our website. Alensa s.r.o. will keep the e-mail
address for three years after the last purchase agreement between the two
parties.
6. Rights of Data Subjects
You can access and update
your personal data at any time by signing into your customer account profile.
Under the conditions set out in the regulations, you have the following rights:
to request the administrator access your personal information
information about what data is being processed
to update or correct
your personal information
the deletion of your personal data (unless
such deletion of personal data is contrary to the provisions of this article and
the legitimate interests of Alensa s.r.o.)
to limit the processing of
your personal information
to object to the processing of your personal
data.
Customer account The purchase contract is
conditional on customer registration. It is not possible to make a purchase
without creating a User Account (registration). A customer account can be
cancelled at the customer's request. Please send your request to info@alensa.co.uk or dpo@alensa.eu.
If you have
any questions or concerns about our handling or processing of your personal
data, you may contact us by e-mail: GDPR@alensa.eu, or contact
the Office for Personal Data Protection.
7. Cookies
Our website
uses cookies to make our page relevant, interesting, and user-friendly for you.
Cookies are small files stored on your computer, smartphone, or other device,
and are used within your web browser.
We use cookies for the following
purposes:
to remember your login details;
for the proper
functioning of the shopping basket;
to discover your browsing history
in order to bring you relevant offers;
to improve our site by
monitoring visits, activity, and various functions on the site.
Some cookies collect information that is then used by third parties, and these
third-party cookies directly support our advertising activities. For example,
information about products purchased on our website may be displayed by an
advertising agency as part of the display and customisation of web banner
advertisements on your selected website. However, you cannot be personally
identified by this data.
The cookies used on our website can be divided
into two basic types. Session cookies are deleted as soon as your visit to our
website ends. Persistent cookies remain stored on your device longer or until
you remove them manually (the period for which a cookie is left on your device
depends on the cookie’s own settings and your browser settings). Cookies can
also be divided by functionality. Analytical cookies help us improve the user
experience of our website by understanding how people use it; conversion cookies
help us analyse the performance of various sales channels; tracking cookies,
which, when combined with conversion cookies, help us analyse the performance of
various sales channels; remarketing cookies allow us to personalise the content
of ads and their correct targeting; and essential cookies, which are important
for basic website functionality.
All cookies used by this server are
used in accordance with current EU cookie laws.
You can delete cookies
at any time, but, in doing so, you can lose all the information that allows you
to access our site faster and more efficiently, including customisation
settings.
Make sure your internet browser is up to date, and consult
the help and instructions provided by your web browser developer if you are not
sure how to modify your privacy settings.
Rejecting
cookies
The use of cookies is part of your internet browser.
Most browsers automatically accept cookies by default. You can reject cookies
using your web browser or restrict them to your chosen types.
You can
find information about browsers and how to set cookies preferences on the
following websites or other Internet browser documentation:
We display content
that links to third-party sites. We are not responsible for the third-party
sites’ privacy practices and content. If you click on a third-party link,
please note that you are leaving our page, and the personal data you provide
will no longer be covered by this policy. Please read these companies’ privacy
policies to see how they collect and process your personal information.
9. Data Security
Data security is very important to us, so we have
put in place appropriate physical, electronic, and managerial measures to
protect and secure the data collected through our website. However, we want to
remind you that the transmission of information over the Internet is done at
your own risk.
10. Changes to this Privacy Policy
Any changes
in the processing of personal data will be available on this page. We regularly
review our compliance with our Privacy Policy, in particular to make it
compliant with new laws and regulations regarding data protection.
11.
Contact Us
In the case of any queries or requests regarding this
policy, please do not hesitate to contact us at the customer service address
mentioned below or via the e-mail address: gdpr@alensa.eu.
