Thank you for visiting the Alensa web site. Alensa is a part of the Alensa
network, providing original, high-quality contact lenses and related products
across Europe. This page contains all guidelines, conditions and terms
to which you, the consumer, buyer and user of the Alensa web shop, agree to when
using our website and when making a purchase here. Upon confirming a
purchase on Alensa you will see a tick box signifying that you have read,
understood these terms and conditions and that you consequently agree to them.
More information or further explanation can be found on various informative
pages on Alensa. We reserve the right to refer to further information included
on these pages and assume that the customer has read and understood them.
Navigation
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, 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.com
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.
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Registration and
Operations 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
VAT number: CZ27179681
The Alensa trademark,
all content on the website, all promotional material published by the Alensa
brand are intellectual property of the main operator of the Alensa network and
protected by copyright laws.
Back to the
navigation menu 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 temporarily or permanently ban the user from using our website and
services.
Correct use of our website
Alensa allows users to use
our website only for lawful purposes:
- Local, national, and
international law must not be broken
- Harm, fraud, unauthorised
advertising in any form are 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 misuse of promotions such as sharing, for example,
dealer codes. Comments containing advertisements will be removed and
blocked.
Discount regulations
Our referral program (dealer
discount system) is no longer applicable because it has been terminated on
31.12.2018. Any credit gained in accordance with the program conditions will
last until it has been spent.
In order to prevent misuse only one
promotional code can be activated at any given time. Codes cannot be stacked. To
check which code you have currently activated or to replace an active code by
another promotional code, simply proceed to the "Promotional Code" field in your
shopping basket.
Already discounted items are not eligible for further
discounts. A discounted product can be identified via a strike-through or
cross-out price, replaced by a reduced price. It is not possible to apply promo
codes or additional discounts to these kinds of products.
Criminal
offences and technical misuse
Users are strictly prohibited from
introducing viruses or any other technologically harmful software to our website
and from making any form of digital attack on our site or our servers. These
forms of misuse are considered criminal offences and will be reported to the
authorities. In the case of such an offence, Alensa will fully cooperate with
the authorities and will provide them with all information required for full
prosecution under the law.
Alensa will not be held accountable
in the event that our website suffers damage from malicious software or digital
attacks.
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menu
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 which is available online. 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 Irish 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 deviation from your prescription.
Proof of purchase &
invoice notes
If the Buyer does not mention explicitly in the field
„Note for the Seller“ that he requires a printed proof of purchase and a
package leaflet, he agrees that they will be supplied in an electronic form
only. Invoices can be downloaded from the user's personal profile on Alensa in
the "My Orders" overview after an order has been dispatched. Additionally,
invoices can always be obtained by contacting customer
service. The Buyer has the possibility to distinguish the delivery address from
the invoicing address and attach a note if necessary 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 the our main operator. This
cannot be changed to a local address. Every invoice will be dated on the day the
order is shipped and never on the day the order was 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, for
example. However, in order to include this kind of information, the buyer is
responsible for writing this in the field "Note for the Seller" when making the
order. Invoices will not be amended.
Alensa provides customers
with one invoice for every order. If the buyer requires more than one,
or different invoices, he/she will be required to make separate orders.
Back to the navigation menu Payment and Prices
You can choose from the following
payments methods to complete your order:
- Credit Card: Mastercard, Visa,
Discover or American Express
Secure payment
All payments
will be executed in a safe and secure manner. Your personal information will
only be used to establish the payment and will not be passed on to third
parties.
Online payment
If you choose to pay online by credit or
debit card, you will be redirected to our partner's secure web page, where you
can enter your details to execute the payment. All information you enter here is
safely encrypted. Please be aware that this secure payment link is only active
for a limited time. If the time has expired, you will need to access your order
through your personal account on our website and attempt payment again.
Prices on Alensa
All prices for products and delivery displayed
in the online shop are inclusive of 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 Irish market. Customers are
free to make a request to lower prices so long as all condition stated on the #
page have been respected.
Back to the
navigation menu 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.com, 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.
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menu
Delivery Costs and Notes
DHL International
Express
Notes:
- The price of postage is including
VAT
- The price is final, no matter what the payment method, and includes
packing and shipping
- Shipping costs are NOT dependent on overall size
and weight of the order
- Shipments will only be dispatched when payment
is complete
Free delivery on Alensa
Alensa provides
free delivery for orders over €70, before any delivery costs
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
promotions. These 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. Read more about how to pay 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 the possibility to merge or change finalised orders.
If you wish to merge more than one order, or add to 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 (8am-4pm). Your order is considered complete at the
moment of payment. If you wish to add something, you will need to make a new
order, and additional, standard delivery charges will apply.
Back to the navigation menu Delivery Times
Delivery service
Estimated delivery time
DHL International
Express 1–4 business days from shipment
dateDHL EU Express 1–2 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 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 have not received this
code in the e-mail confirming that your order has been dispatched, you must
contact our customer service. 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 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 revealed 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. 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.
Back to the
navigation menu 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.
Back to the navigation menu Warranty and Returns
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.com
Returns
must fulfill all of the following conditions:
- Lens boxes
and the original packing must be unopened, sealed, undamaged and in re-sellable
condition*
- The complete goods must be returned without any
missing components
- The return of glasses and sunglasses is specified
below
- Customer service must
always be contacted before returning goods
- Products returned during
the statutory cancellation period (within 14 days of receipt) will be fully
refunded
- Returns of unopened goods made after the legal 14-day
withdrawal period has ended, will be assessed depending on the warranty and
expiration date of the products (as stated before, the product needs to be
re-sellable). However, the products must be returned to Alensa.com no longer
than 365 days from the original purchase date
- If Alensa has made an
error and sent the wrong products, you are required to report this to customer
service within 30 days of receipt of the goods
*in compliance with EU
health and safety regulations
The exchange and return policy
applies to:
- Returns made within the statutory cancellation period
(14 days)
- Returns of unopened, unused, undamaged goods within
warranty
- Wrongly delivered products (to be reported within 30 days of
receipt)
- Products to be sent for a quality check
The
customer is required to follow all guidelines stated on the return policy page when
returning a product.
Every return must follow this procedure:
Alensa is not responsible for returns that have not followed the
procedure stated here . First, please contact our customer
service via the contact form on the website or via mail to explain the reason
for returning as well as provide any additional information needed (order
number, complete description of the items, etc.) Our staff will review your
request to ensure that it meets all exchange criteria and will advise you on how
to proceed.
Our customer service representatives strive to reply within
1–2 business days. Our staff can advise if your request meets our criteria and
can describe the process in detail for you. Send the unopened and undamaged
packages securely to our Dublin return address. Please include a proof of
purchase issued by Alensa.com and a note indicating your new prescription
information. The cost for this return is the responsibility of the customer.
Make sure you receive a track and trace receipt for your return as proof
of returning the parcel! Our customer service department will ask you about this
if you suspect that something went wrong with your return. Also, please
ensure to include your own address (sender's address) on the back of each
package sent back to us! In a worst-case scenario, this will ensure
that the package is safely sent back to the customer and not lost in the mail.
The return of sunglasses and prescription eyeglasses:
Our
glasses and sunglasses come with a warranty of two years in case of breakage.
Otherwise, if you wish to return glasses or sunglasses, this can only be done
within the legal 14-day withdrawal period. The goods must not be used or
damaged. The original packaging must not be destroyed. If you would like to
return or exchange sunglasses or frames, we require that you return the complete
product, including the case, the outer box, everything inside the box, any
cleaning cloths, and any identifying stickers or tags. In other words, the
product needs to be in exactly the same condition as it was upon receipt. The
product is considered incomplete without any of these items. In case of any
missing or damaged items, a return or exchange will not be possible. Thank you
for your understanding and compliance.
Sunglasses, frames and eyeglasses
are delivered in optimal condition and have been thoroughly checked for quality
before dispatch. In the rare case that one of these should arrive damaged or
suffers from immediate defects, contact the customer service and we will review
the case in order to help you. However, complaints about damage caused by
improper use, incorrect care, or normal wear and frequent use, are not eligible
for compensation. Additional discounts or compensation cannot be given for
damage caused by the customer themselves.
Prescription lenses are
manufactured based on specific individual requirements and are, therefore, not
eligible for returns. Only the frames qualify for a possible refund. This
condition applies from the moment glasses have been paid for,
regardless of shipping status.
The Buyer also acknowledges that in the
case of the purchase of a separate eyeglass frame, the Seller shall not be
liable for damage to the frame caused by unprofessional grinding of the lenses
by a third party.
Please, send unopened and undamaged
packages of contact lenses (or lens solutions) by post in a sturdy box, not an
envelope, to ensure they will not be damaged during transit. Include a proof of
purchase from Alensa as well as instructions regarding the expected action.
Price of returns
The customer bears responsibility for the
shipping costs associated with returning the product(s). Alensa does not provide
a prepaid option for returns of products ordered incorrectly or no longer
needed. However, if Alensa is deemed to be at fault as the seller, any costs for
returning will be covered.
Processing time for returns
Alensa
will confirm that we have received your returned items and update you on the
status of your new order. We strive to verify all returns within 30 days. Please
feel free to contact our customer service if you feel there is any delay.
Please note that the return procedure will take slightly longer when
returning sunglasses 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.
Back to the
navigation menu Complaints about Goods
and Services
Alensa will not accept complaints in cases where the
product has already been discarded and cannot be investigated. Please refrain
from disposing of suspected faulty products and provide photographic evidence of
any visible fault or damage. In case of complaint, the buyer must first notify
our customer service department, at which point they will be advised how to
proceed. If a product needs to be returned, the customer should follow the
procedure stated on our exchange and return policy
page.
Alensa is an online seller dealing in contact lenses
and related products, not an optician or professional medical entity .
This means that it is legally not possible for us to supply trial lenses or
replace individual lenses. Alensa is only able to deal with complete packages.
Suspected faulty lenses or complaints about quality
If you have
any complaints about the quality of your lenses (redness, blurred vision,
uncomfortable feeling, dryness), we can send the lenses to the manufacturer who
will then execute a thorough quality check of the lenses in question. Please
note that this process can take up to a month, including shipping time, as we
wait on the final result from the producer. Some lenses may need to be sent
abroad for analysis, which can also impact length of this process. When a
manufacturing error is recognized, we will send you new lenses with the same
parameter combination for free. If, however, it is determined there is
no manufacturing error, we cannot refund you for the lenses or send a new pair.
If you wish to return a damaged or faulty product, please pack
it in a stiff box and send it by registered post. This is to prevent damage
during transport. Lenses that have been further damaged in transit will not be
accepted, refunded, nor replaced. In order for the producer to perform
a complete check, you will need to send the lenses and ALL packaging, including
original box and any remaining, unopened blisters printed with the products' LOT
number. If you wish to return any contact lens that has been unpacked
(or used), it should be prevented from drying out during transport. Place the
lens in a case with solution and close it firmly. As each return case is unique,
we advise that you to contact our customer service help desk beforehand to
stipulate the exact details of the return (how many lenses will be returned, was
the package opened or unopened, will the box be included in the return,
communication of the LOT number, ...) at info@alensa.com The item(s) you
wish to return should be accompanied by a letter describing the product’s
fault and the expected result (a refund by the producer or replacement lenses).
Please be aware when making a claim regarding possible faulty lenses,
that you will be asked to provide a valid prescription.
Although there is no need to present your prescription when purchasing lenses
online, you must always be in possession of a valid prescription no older than
one year old. When a quality check is performed, this prescription is required
to verify whether the dioptres of the lenses you've purchased match your actual
prescription or not.
If a defect appears within six months of receipt
and it has been clearly identified as being a genuine defect, the goods shall be
deemed to have been defective upon receipt. The buyer is entitled to exercise
the right to claim a defect within 24 months of receipt.
Dissatisfaction
due to having received wrong parameters
Always contact the customer
service immediately if you see you have received the wrong parameters,
preferably before opening any of your boxes. In case we have sent you the wrong
parameters, due to an error of our own, you will be refunded or sent new lenses
at no additional cost. However, in case you, the customer, have made a mistake
during the ordering process, and the lenses you have ordered don't match the
prescribed parameters from your optometrist, Alensa can only replace or refund
them if they are unopened and haven't been used. You are required to be in
possession of an official prescription no older than 1 year old. Please pay
close attention while ordering as to not input the wrong values. In case of
dispute, Alensa has the right to ask for your prescription and verify it with
your actual order.
Complaints about having received the wrong
product can only be made within 30 days after the delivery date of that product
. Complaints made later than 30 days after having received the product
will no longer be accepted. We recommend you to therefore always check your
product immediately upon receipt and contact us as soon as possible if a mistake
has been made.
Dissatisfaction with a new brand of lenses
Switching to a new brand of contact lenses, even if recommended by a specialist,
carries a risk that this new brand may not fit the wearer. The seller is not
liable for any medical complications or discomfort that can result from wearing
an unprescribed brand of lenses. Always consult with your ophthalmologist or
optician before attempting new lenses. Each user can have a different experience
with the same type of lenses. Alensa does not take responsibility for
any problems experienced with lenses bought without consulting an optician or
doctor beforehand. Customers are always expected to be in possession of a valid
prescription and to purchase only the lenses that have been prescribed by their
eye-care professional, without deviation. This also applies to lens
solutions, eye drops and sprays.
We only exchange or refund
contact lenses or other products if the packaging is unopened and undamaged.
Dissatisfaction with the effect of coloured lenses
The
ultimate effect of wearing coloured lenses is very subjective and may vary
according to numerous conditions and influences. First, the effect will be
influenced by the pigmentation of your eyes. Second, it can be influenced by
external factors, such as light conditions, make-up and clothing choices.
Furthermore, the type of coloured lenses (enhancing or opaque) may produce a
different result on the coverage of your natural eye colour. Because it is
impossible to predict the result for each individual, we do not provide refunds
on coloured lenses on the basis of dissatisfaction with appearance. The
customer agrees, upon purchase, that coloured lenses are non-refundable, unless
a manufacturing error or defect is recognised by the manufacturer.
Complaints about sunglasses, frames and eyeglasses
Sunglasses,
frames and eyeglasses are delivered in optimal condition and have been
thoroughly checked for quality before dispatch. In the rare case that one of
these should arrive damaged or suffers from immediate defects, contact the
customer service and we will review the case in order to help you. However,
complaints about damage caused by improper use, incorrect care, or normal wear
and frequent use, are not eligible for compensation. Additional discounts or
compensation cannot be given for damage caused by the customer themselves.
In case you suspect faulty lenses in your prescription glasses:
However, if you think the quality of your eyeglass lenses is lacking or your
lenses are defective in any way, we can have them sent for a quality-check. If a
defect is discovered or they are deemed to be of poor quality, we will, of
course, replace or refund the lenses.
For quality claims regarding
single vision prescription lenses, contact our customer service
first and make sure to include a valid prescription - no older
than 1 year old. When a quality check is performed, this prescription is
required to verify whether the dioptres of the lenses you've purchased match
your actual prescription or not. You will be asked to return your goods in their
entirety (the frame, the eyeglass lenses, the included accessories, any labels
of leaflets, etc…). Do not remove the lenses from the frame!
For
quality claims regarding multifocal / progressive lenses,
contact our customer service first and make sure to include a valid prescription
- no older than 1 year old. Also include a frontal photo that depicts
you wearing the glasses (to be used for better centering) and a
photo from the side that depicts you wearing the glasses (to be
used to determine the angle of the frame). You will also be asked to return your
goods in their entirety (the frame, the eyeglass lenses, the included
accessories, any labels of leaflets, the little blue paper bags in which you
received the demo lenses, the blue card, etc…). Do not remove the lenses from
the frame!
Please return the advertised glasses in the original case,
including the cleaning cloth.
Returns that have been tampered
with and/or have missing components cannot be accepted. Always contact our
customer service before returning glasses!
Complaints about
our website and its content
Alensa reserves the right to alter the
content of our website at any given time. We aim to provide our customers with
up-to-date information, but cannot be held accountable for temporarily
misrepresented info or mistakes. This also applies to technical problems caused
by malicious attacks or software (viruses, hackers, etc.). If you find any
issues with our website or its content, please notify our customer service so
that we can rectify these issues.
Comments made by customers on our
website do not represent the views, opinions, or positions of Alensa and must be
considered subjective. Such comments must not be interpreted as guidelines or
advice in any way. Alensa will attempt to edit, correct, or address any
potentially misleading or incorrect information. Problematic or abusive users
will be dealt with.
Photos on the website are meant to illustrate a real
version of the products on offer but are not photos of the exact product the
customer will receive. Product photos that display item numbers, expiration
dates, etc. will, when ordered, have different numbers unique to your version of
the product. Some of our products are also produced in several facilities across
different locations, all owned by the same original producer. A product photo
may show location differences from the product you received. These kinds of
location-dependant/time-dependant/unique identification differences in no way
mean that the product you've received is somehow not what it should be. Claims
based on these kinds of logical, self-evident print differences between website
photos and received products will not be accepted.
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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.com 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 Irish and European
Union law (S.I. no. 343 of 2015). The complaint can be submitted as detailed in
Irish 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/…in/index.cfm?…
The definition of ‘consumer’ for the purposes of Alternative Dispute
Resolution covers natural persons who are acting outside their trade, business,
craft or profession. However, if the contract is concluded for purposes partly
within and partly outside the person’s trade (dual purpose contracts) and the
trade purpose is so limited as not to be predominant in the overall context of
the supply, that person should also be considered as a consumer. Alternative
Dispute Resolution shall apply to procedures for the out-of-court resolution of
disputes concerning contractual obligations stemming from sales contracts or
service contracts between a trader and a consumer. Alternative Dispute
Resolution shall apply to long-distance purchase contracts only. Alternative
Dispute Resolution shall not apply to disputes where the value of the claim does
not exceed €20. The ADR entity can apply a nominal fee to the consumer for
filing the complaint which cannot exceed €5 including VAT.
Back to the navigation menu Withdrawal from the Contract
Under EU law, everyone
has the right to withdraw from a contract within 14 days of receipt of the
goods. In the event of withdrawal from the contract, the Buyer must observe the
following conditions:
Returned goods must be complete
The goods
must not be used or damaged. The original packing must not be opened. If the
consumer opens the original packing, then the product can no longer be used for
hygiene and safety reasons. Such a product is no longer re-sellable and cannot
be returned. This excludes sunglasses and glasses frames. If you would like to
return or exchange sunglasses or glasses frames within 14 days from your date of
receipt of the goods, we require that you return the complete product, including
glasses case, outer box, inserts, cleaning cloths, and any identifying stickers
or tags. The product is considered incomplete without all of these items, and as
such, and a return or exchange will not be made. Thank you for your
understanding and compliance.
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.
Required documentation
Please enclose the proof of
purchase issued by Alensa, its copy or your order number. Don't forget to
include your bank account number, if necessary.
Goods must be returned
in the original condition
Please send the returned goods in a stiff,
cardboard box rather than an envelope (even if it is an anti-shock envelope). If
the shipment suffers damage during transport, we are not obliged to accept it.
In the event of withdrawal from the contract, if the Buyer observes the
conditions above, he will receive a full refund including the original shipping
costs. The Buyer shall bear only the costs incurred in returning the goods. The
refund will be credited to the customer's account within 2–10 days of receipt
of the returned goods in a resellable condition.
Price and procedure for
returns
If all necessary conditions have been met, the buyer will be
issued a full refund. The shipment expenses for the return are the
responsibility of the buyer. All returns must be processed in accordance with
the information and conditions stated on our exchange and
return policy page.
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navigation menu Privacy Policy
The protection and processing of personal data is governed by the following privacy policy.
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