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Terms and Conditions

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

1. Introductory provisions
2. Registration and operation of our web shop
3. Use of our website and our promotions
4. Purchase agreement and invoicing
5. Payment and prices
6. Problems with payment
7. Delivery costs and other delivery notes
8. Delivery times and information on the delivery of goods not in-stock
9. Problems with delivery
10. Warranties and returns
11. Complaints about goods and services
12. Alternative Dispute Resolution
13. Withdrawal from the contract
14. 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 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

Notes:

• The price of postage includes VAT.
• Each price is final, no matter the payment method used, and includes packing and shipping.
• Shipping costs are NOT dependent on overall size and weight of the order.
• Free delivery promotions apply to standard delivery options (Royal Mail).
• Shipments will only be dispatched once payment has been completed.
• An additional £0,5 surcharge is added for payments made with PayPal.

Free delivery on Alensa

Alensa provides free delivery for orders over £49, before any discounts have been applied.

Alensa occasionally offers free delivery promotions. Special offers and prices are valid as listed on the Alensa website, in mailing campaigns or on social media at the moment of purchase. The duration and conditions of each promotion will be clearly stated at the time of the promotion. These conditions must be respected in order for the promotion to apply.

Additional service: parcel insurance

For an additional fee, you have the option to insure your parcel. This insurance covers packages in the event that they are lost or damaged in transit. This means that as soon as we confirm that your parcel is lost or damaged in any way, we will immediately dispatch a new parcel containing the same goods, without the need to first initiate the lengthy claim protocol described below. If your order contains special custom-made goods such as custom eyeglasses or unique lens combinations, keep in mind that these will take additional time to prepare.

Shipment after payment

Alensa will only ship parcels after payment has been received. Please be advised that in case you choose to pay by wire transfer, shipment may occur later. If you would like to minimise any potential delay, you may send us a payment confirmation issued by your bank. You can read more about this on our payment methods page. Some specific contact lens parameters, due to their rarity, may not be in stock at the moment of purchase. Alensa will reserve these lenses for the customer and immediately order them directly from the producer. Payment is taken at the time of order, not at the time of dispatch. Payment for out-of-stock items must be taken immediately to confirm your reservation of these items.

Adding products

Please note that considering the large volume of orders processed by our warehouse, we cannot guarantee that we will be able to merge or change finalised orders. If you wish to merge more than one order or amend a completed order, please contact our customer service immediately, and we will assess the possibility on a case-by-case basis. This is only possible during customer service hours of operation (7am-3pm CET). Your order is considered complete once payment has been input. If you wish to add something, you will need to make a new order, and additional, standard delivery charges will apply.

8. Delivery times and info on the delivery of goods not in-stock

Delivery service	Estimated delivery time
UPS Express	1–2 business days from shipment date
Royal Mail	2–4 business days from shipment date

Notes:

• If your order was placed before noon, it will be shipped on the day you placed it .
• If your order was placed after 12 o’clock, it will be shipped on the following business day .
• You will receive a track and trace number/link allowing you to follow the shipment online.
• Orders are not dispatched on weekends.
• Estimated delivery times apply from the moment a parcel is shipped and not from the moment an order is made.

Tracking your parcel

Because Alensa processes a large number of orders every day, the customer is responsible for tracking his own shipment. You will receive a track and trace number allowing you to follow the shipment online. In case you do not receive this code in the e-mail confirming shipment, you must contact our customer service department. They will provide you with a tracking code upon request.

Delivery times of non-stock goods

Some contact lenses with unique parameter combinations might not be in stock. We will reserve these for you and order them directly from the producer. This means that they will have a longer estimated delivery time. The dispatching of special contact lenses that are not stocked frequently depends on the delivery conditions of our suppliers and can take up to 2-4 weeks.

When choosing and ordering your lenses, you will be shown an indication of the expected shipping date on the product page. This may change once you have selected the parameters for your contact lenses. The customer is responsible for monitoring this closely during the process of ordering.

After you have selected your specific parameters, you will be shown a new estimated shipping time for those parameters, as shown above. Please note that the „in stock“ info indicates the general availability of a product from our company. It does not necessarily mean that your unique combination will be in stock. Please only refer to the expected shipping date next to the drop-down menus for shipping information pertaining to your specific order. Any expected delay in delivery will be reconfirmed upon continuing to the shopping basket page and again in the order confirmation e-mail. The customer will be made aware if only part of his order is in stock at the time of order confirmation, and the order will be sent only when all products are available, unless otherwise noted. Alensa has the right to adjust availability and estimated delivery times after the order has been made.

Orders containing both in-stock and non-stock goods

After selecting the correct parameters for each of your desired products and before finalizing and paying for the order, the customer is required to pay very close attention to the estimated delivery time for each individual product in his shopping basket.

There may be situations where a manufacturer is experiencing operational complications and our warehouse supply is not fully covered. The delivery time always depends directly on the conditions of our suppliers and can take several weeks. Non-stock items include contact lenses on order, lenses with very unusual dioptric parameters, etc., which we do not physically stock. The dispatch times are indicative and based on the most recent period. This indicates the expected date of dispatch of the products from our warehouse and is part of the table where the Buyer enters the dioptric parameters.

Preview of the dispatch data:

By confirming and completing payment for the order, the customer agrees that the entire order will be shipped only after all products are in stock. The dispatching of stock products before the dispatching of non-stock products is possible; however, it must be at the express request of the customer to a customer service agent. If desired, the customer must pay an extra delivery fee (equal to regular delivery costs) to receive the stock goods before the non-stock goods.

9. Problems with Delivery

DHL Express requires a signature upon delivery. Please ensure someone will be present at your delivery address during business hours Monday - Friday. Deliveries are not made on weekends.

We are not responsible for any delay in delivery caused by our logistical partners or situations beyond our control such as weather, holidays, etc. Please bear in mind we are providing an estimated delivery date suggested by our delivery partners. In rare situations, some parcels can arrive outside of the suggested timeframe. To ensure the smoothest possible delivery, please provide your complete address information (street name, house number, postal code and city) and a telephone number so our logistics partners can reach you, if necessary. Once your order has been shipped, you will receive a track and trace number where you can follow your shipment online. Do not hesitate to contact us if you notice any problems in the track and trace. Our customer service representatives will handle your questions promptly and efficiently.

If a parcel cannot be delivered for any reason, it may be held in a local post office or logistics centre for redelivery or collection. If unclaimed, the parcel may be returned to us or destroyed. Therefore, it is the buyer's responsibility to ensure the parcel will be received at the given address and to communicate with the delivery company directly with any inquiries once the parcel is in transit or stored. Destroyed parcels will not be replaced or refunded.

Claim protocol

Should a parcel be determined to be lost, missing, or delivered incorrectly, we will initiate a claim with our delivery partner(s) on your behalf. In order to initiate the claim, two confirmations are necessary: 1.) a signed affidavit from the customer stating that the parcel was not received, sent to us within 20 days following the alleged delivery; 2.) verification from the delivery company that the parcel has been mishandled.

Once the claim is in progress, we will quickly issue you a refund or send a new order, as you prefer. We will not process refunds or send new parcels while a current parcel is in transit and until it is officially declared lost by the courier. However, if you have purchased our parcel insurance , we will be able to immediately dispatch a new parcel and you will not have to wait until your claim has been processed.

Damaged packaging

Contact lenses and accessories are delivered in a sturdy container of sufficient size to ensure they are delivered undamaged and in good condition. However, if the box is damaged upon delivery, DO NOT ACCEPT the package from the courier, and specify the reason in the delivery protocol, such as „substantial damage to the box,“ „liquid leak“ etc. Please contact us immediately so we can quickly respond to the problem and provide you with a new delivery.

10. Warranties and Returns

The 365-day warranty period begins when the product is received by the buyer. If the purchased item, its packaging, or instructions for use attached to it state an expiration date in accordance with special legal regulations, the warranty period shall end on the expiration date. We usually supply contact lenses with an expiration date longer than 24 months. The use-by date is printed on every product and its packaging. If you have any questions about these use-by dates, please contact our customer service help desk at info@Alensa.co­.uk

Returns must fulfill all of the following conditions:

• Lens boxes and the original packing must be unopened, sealed, undamaged and in re-sellable condition*
• The complete goods must be returned without any missing components
• Products returned during the statutory cancellation period (within 30 days of receipt) will be fully refunded
• Returns of unopened goods made after the legal 30-day withdrawal period has ended, will be assessed depending on the warranty and expiration date of the products (as stated before, the product needs to be re-sellable). However, the products must be returned to Alensa.co.uk no longer than 365 days from the original purchase date
• If Alensa has made an error and sent the wrong products, you are required to report this to customer service within 30 days of receipt of the goods

The return policy applies to:

• Returns made within the statutory cancellation period (14 days). In our shop, you can withdraw from the contract within 30 days.
• Returns of unopened, unused, undamaged goods within warranty
• Wrongly delivered products (to be reported within 30 days of receipt)
• TopVue and Gelone money back guarantee (only possible within 60 days of receipt)
• Products to be sent for a quality check

How to proceed with a complaint or return of goods can be found on our clear info page - Claims and returns

Make sure you receive a track and trace receipt for your return as proof of returning the parcel! Our customer service department will ask you about this if you suspect that something went wrong with your return.
Pack the returned goods carefully in a sturdy box to prevent damage during transit. An envelope is not sufficient for transporting the goods.

Also, please ensure to include your own address (sender's address) on the back of each package sent back to us!
In a worst-case scenario, this will ensure that the package is safely sent back to the customer and not lost in the mail.

Notice

Prescription lenses are manufactured based on specific individual requirements and are, therefore, not eligible for returns. Only the frames qualify for a possible refund. This condition applies from the moment glasses have been paid for , regardless of shipping status.

The Buyer also acknowledges that in the case of the purchase of a separate eyeglass frame, the Seller shall not be liable for damage to the frame caused by unprofessional grinding of the lenses by a third party.

Every return must follow this procedure:

Alensa is not responsible for returns that have not followed the procedure stated here - Claims and returns .

Our customer service representatives strive to reply within 1–2 business days. When your return or exchange has been approved, you will receive instructions on how to return your order. If the return is due to the eshop's error, your postage will be refunded as soon as we have confirmation of your return.

Price of returns

Alensa pays all costs of returning the goods. To return the goods, follow the instructions on this information page - Claims and returns

Processing time for returns

Alensa will confirm that we have received your returned items and update you on the status of your new order. We strive to verify all returns within 30 days. Please feel free to contact our customer service if you feel there is any delay.

Please note that the return procedure will take slightly longer when returning sunglasses and prescription glasses in their original and undamaged packaging. This is due to the fact that the authenticity and condition of returned sunglasses must first be thoroughly investigated and verified by our main stock department.

The buyer agrees to respect the processing time needed for each return .

11. Complaints about Goods and Services

Alensa will not accept complaints in cases where the product has already been discarded and cannot be investigated. Please refrain from disposing of suspected faulty products and provide photographic evidence of any visible fault or damage. If a product needs to be returned, the customer should follow the procedure stated on our Claims and returns.
Pack the returned goods carefully in a sturdy box to prevent damage during transit. An envelope is not sufficient for transporting the goods.

Complaints about TopVue or Gelone products are usually handled according to the terms of our TopVue and Gelone money back guarantee as long as all conditions have been met.

Alensa is an online seller dealing in contact lenses and related products, not an optician or professional medical entity . This means that it is legally not possible for us to supply trial lenses or replace individual lenses. Alensa is only able to deal with complete packages.

How to proceed with a return?

1.The Buyer creates a new return in the customer account in the "Returns" section or on the return page.

2.Once the Buyer presses the "Create a new return" button, a page with all orders will be
displayed. From the list of completed orders, the Buyer will find the desired order and select
the product for which they want to initiate a return procedure. By pressing the "Create a return"
button.

3.For the selected product, the Buyer defines the necessary information. They choose the
"Reason for Return" and "Preferred Solution." The "Bank Account Number" and "IBAN" fields are
filled in by the Buyer only if this information is necessary to complete the return. The "Your
Note" field is used to specify the description of the defect. At the end of the request, it is
possible to attach a file (photo or video). Once the Buyer has filled in the required
information, they submit the request by pressing the "Submit" button.

An information message confirming the acceptance of the return will be displayed, and an automatic email about the accepted return with instructions on how to proceed when returning the claimed goods will be generated.

WARNING: Product photos of contact lens packaging on our website are intended to illustrate the products sold and may not always correspond to the current appearance of a specific product. Some products are manufactured in various facilities owned by the same manufacturer. The product photograph may therefore indicate a different place of manufacture than the product that will reach the customer. These minor discrepancies in illustrative photographs from the products that will reach the end customer cannot be cited as a reason for the return of goods. All products in our portfolio come from original manufacturers.

If the Buyer sends the claimed goods directly, without prior contact with customer service, and at the same time does not use the recommended procedure for creating a return request online in the customer account, the processing time of the return request may be extended. Once the Seller accepts the request, the Buyer will receive an email confirming the acceptance of the return. The progress of the return can be tracked in the customer account.

Return address:
Alensa.co.uk
Unit 51
219 Walworth Road
Elephant & Castle
London
SE17 1RL

The costs associated with shipping are borne by the Buyer when submitting the shipment. The costs associated with the transport of the claimed goods back to the Seller are borne by the Seller if the complaint is accepted, and the Buyer provides documents proving the costs associated with the transport of the claimed goods.

All claimed goods are handed over by the Seller to the manufacturer for expert assessment, the aim of which is to determine whether the defect for which the goods are claimed arose from a manufacturing error. The Seller has a period of 30 days to process the return.

Additional Information:

Returns of contact lenses:

Mechanical damage to the lens due to improper handling or defects resulting from inadequate care of the contact lens, is not a valid reason for return. A wrong choice of contact lenses or their parameters is also not a reason for return. Identical parameters do not guarantee that contact lenses will be comfortable for the user. The customer must have contact lenses professionally applied, and when resolving complaints about lenses or returns, the Seller may request confirmation of the professional application of contact lenses (not older than 1 year).
The claimed goods should be sent by the Buyer in a sturdy box to prevent damage during transport. If the Buyer returns an already opened (used) faulty contact lens, it is necessary to ensure that the lens does not dry out during the transport of the shipment to the Seller's facility. We recommend placing the lens in a case or a small glass, soaking it in a solution to prevent it from drying out, and securely closing it.
The Seller then sends the contact lenses to the manufacturer for expert assessment. The manufacturer will decide whether the faulty complaint is justified and whether it is indeed a manufacturing defect. In the case of an accepted faulty complaint, the Seller will send the Buyer new goods or refund the money to the Buyer's bank or customer account.

Dissatisfaction due to having received wrong parameters
Always contact the customer service immediately if you see you have received the wrong parameters, preferably before opening any of your boxes. In case we have sent you the wrong parameters, due to an error of our own, you will be refunded or sent new lenses at no additional cost. However, in case you, the customer, have made a mistake during the ordering process, and the lenses you have ordered don't match the prescribed parameters from your optometrist, Alensa can only replace or refund them if they are unopened and haven't been used. You are required to be in possession of an official prescription no older than 1 year old. Please pay close attention while ordering so as to not input the wrong values. In case of dispute, Alensa has the right to ask for your prescription and verify it with your actual order.

Complaints about having received the wrong product can only be made within 30 days after the delivery date of that product . Complaints made later than 30 days after having received the product will no longer be accepted. We recommend you to therefore always check your product immediately upon receipt and contact us as soon as possible if a mistake has been made.

Dissatisfaction with a new brand of lenses
Switching to a new brand of contact lenses, even if recommended by a specialist, carries a risk that this new brand may not fit the wearer. The seller is not liable for any medical complications or discomfort that can result from wearing an unprescribed brand of lenses. Always consult with your ophthalmologist or optician before attempting new lenses. Each user can have a different experience with the same type of lenses. Alensa does not take responsibility for any problems experienced with lenses bought without consulting an optician or doctor beforehand. Customers are always expected to be in possession of a valid prescription and to purchase only the lenses that have been prescribed by their eye-care professional, without deviation. This also applies to lens solutions, eye drops and sprays.

We only exchange or refund contact lenses or other products if the packaging is unopened and undamaged.

Dissatisfaction with the effect of coloured lenses
The ultimate effect of wearing coloured lenses is very subjective and may vary according to numerous conditions and influences. First, the effect will be influenced by the pigmentation of your eyes. Second, it can be influenced by external factors, such as light conditions, make-up and clothing choices. Furthermore, the type of coloured lenses (enhancing or opaque) may produce a different result on the coverage of your natural eye colour. Because it is impossible to predict the result for each individual, we do not provide refunds on coloured lenses on the basis of dissatisfaction with appearance. The customer agrees, upon purchase, that coloured lenses are non-refundable, unless a manufacturing error or defect is recognised by the manufacturer.

Complaints about sunglasses and sports glasses:

Glasses cannot be returned if they have not been used according to the instructions for use or have been mechanically damaged, e.g., due to improper care. Furthermore, glasses damaged due to exposure to extreme temperatures (e.g., sauna, hot car, etc.) or aggressive substances (hair cosmetics, seawater, etc.) cannot be returned. 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.