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.
Pursuant to the Electronic Records of Sales Act in
Czech Republic, the seller is obligated to issue a receipt to the buyer. At the
same time, the seller is obligated to file received revenues with the tax
administrator online; in the case of a technical failure, no later than within
48 hours.
Back to the navigation menuRegistration 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
menuUse 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.
Back to the navigation
menu
Purchase Agreement
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
menuPayment 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 menuProblems 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.
Back to the navigation
menu
Delivery Costs and Notes
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 menuDelivery Times
| Delivery service | Estimated
delivery time |
| DHL Express |
1–2 business days from shipment date |
| UPS 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
menuProblems 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 menuWarranty 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 regulationsThe 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
menuComplaints 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 menuWithdrawal 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.
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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menuPrivacy Policy
The protection and processing of personal data is
governed by the following privacy policy.
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