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.
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.
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
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.
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.
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
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.
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.
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.
You can choose from the following payments methods
to complete your order: - Bank Transfer: Account information will be shown
upon confirmation of your order - Credit Card: Mastercard, Visa, Discover
or American Express - PayPal - Gift Voucher: The gift voucher
(hereinafter referred to as "Voucher") issued by the Seller is worth the amount
stated on the voucher. The Voucher is in electronic form in PDF format, which
the Buyer will receive by email after payment has been credited to the Seller's
account. Each Voucher has a unique code, is time limited and can only be
redeemed in the Alensa.ie e-shop. The Voucher cannot be exchanged for money. An
unused Voucher cannot be exchanged for another or compensated in any other way.
In the event of cancellation, claim or withdrawal from the purchase contract of
an order paid by Voucher, the amount paid by the Voucher is refunded in the form
of a credit to the customer account of the Buyer who redeemed the Voucher.
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.
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. 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.
Payment by gift voucher
Payment by gift voucher is only possible with a
voucher purchased in the Alensa.ie e-shop. Each Voucher has a unique code and is
limited in time. When choosing to pay by Voucher, the Buyer must enter the
unique code from the Voucher in the "Discount Code" field in the "Basket"
section when placing the order. The Voucher can only be redeemed for a one-time
purchase, in its full amount. If the value of the purchase exceeds the value of
the Voucher, the Buyer will only pay the difference. Payment of the balance is
subject to the terms and conditions for the transaction, see Payment Options.
The Voucher can be used to pay for any goods or services offered by the e-shop.
In the event of non-acceptance of a shipment paid by Voucher, the shipment
is returned to the Seller. The Seller will cancel the Buyer's order and the
purchase price will be refunded. In this case, the amount of the Voucher is
returned to the Buyer's customer account in the form of a credit. If the
purchase was paid for with a Voucher and funds (top-up), the Buyer can decide in
what form they want to return the top-up (to the Buyer's bank account or also as
a credit to the customer account). Warning: The
voucher can only be paid by cashless transaction. The voucher cannot be
paid by cash on delivery or customer credit.
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 Lowest Price
guarantee page have been respected.
- 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 email@example.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.
The price is final, no matter what the payment method, and includes packing
Shipping costs are NOT dependent on overall size and
weight of the order
Shipments will only be dispatched when payment is
Free delivery on Alensa
Alensa provides free delivery for
orders over €59, 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
only ship parcels after payment has been received. Read more about how to pay on
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
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.
If your order was placed before noon it
will be shipped on the day you placed it
order was placed after 12 o’clock it will be shipped on the following
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
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.
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.
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
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.
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.
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 firstname.lastname@example.org
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.ie 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
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) - TopVue money back
guarantee (only possible within 60 days of receipt) - Products to be sent
for a quality check The customer is required to follow all guidelines
stated on the return
policy page when returning a product.
Every return must follow this
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
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.ie and a note
indicating your new prescription information. The cost for this return is the
responsibility of the customer.
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.
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.
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 .
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
Complaints about TopVue products
are usually handled according to the terms of our TopVue 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.
Claiming an order paid for with a
gift voucher In the event of a claim for an order paid for by a
Voucher, the amount paid by the Voucher is refunded in the form of a credit to
the customer account of the Buyer who applied the Voucher. If the purchase was
paid for with a Voucher and funds (additional payment), the Buyer can decide how
they want to return the additional payment (to the Buyer's bank account or also
in the form of a credit to the customer account).
lenses or complaints about quality
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 email@example.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.
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
Complaints about sunglasses, frames and
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
In case you suspect faulty lenses in your
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!
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
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.
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 firstname.lastname@example.org 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 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.
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
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
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
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. In the event of withdrawal from the purchase
contract of an order paid for by a Voucher, the amount paid by the Voucher is
returned in the form of a credit to the customer account of the Buyer who used
the Voucher. If the purchase was paid for with a Voucher and funds (top-up), the
Buyer can decide in what form they want to return the top-up (to the Buyer's
bank account or also in the form of a credit to the customer account).
The administrator of your personal data is Alensa s.r.o., registered at
Českomoravská 2408/1a, Praha 9 – Libeň, 190 00, identification number:
27179681, registered in the Commercial Register at the Municipal Court in
Prague, section C, 102359 (hereafter referred to as “administrator”).
2. Categories of Personal Data
Alensa s.r.o. processes necessary
personal data under Article 6, part 1.(b) of REGULATION (EU) 2016/679 OF THE
EUROPEAN PARLIAMENT AND OF THE COUNCIL, which are necessary to enter into a
contract with Alensa, s.r.o., including:
Address for delivery
Bank account details
prescription information as applicable, including power/sphere, base curve,
diameter, axis, cylinder, ADD power, type of lens or brand.
photo of your valid contact lens prescription
We also process the
following personal data:
Communication between the administrator
and the customer
Records of behaviour on websites managed by Alensa,
Photos depicting the customer wearing the eyeglasses (needed to
check the quality of multifocal eyeglass lenses)
In accordance with applicable law, for the purpose of rendering the
performance of the contract and for the purpose of recording the contract and
any future application and protection of the rights and obligations of the
parties, the storage and processing of personal data is for the above purpose
for a period of 10 years from the performance of the last contract, unless
otherwise required by the law for the maintenance of the contractual
documentation for a longer period. The processing referred to above is made
possible by virtue of Article 6, part 1. (b) of REGULATION (EU) 2016/679 OF THE
EUROPEAN PARLIAMENT AND OF THE COUNCIL: “processing is necessary for the
performance of a contract to which the data subject is party or in order to take
steps at the request of the data subject prior to entering into a
Photos are only used to inspect and assess the quality of
your eyeglass lenses and are deleted after the quality check has been
4. Transmission of Personal Data to Third Parties
Unless required by law, Alensa s.r.o. will not disclose your personal data to
third parties. Alensa s.r.o. declares that all personal data is confidential and
will not be disclosed to any third parties. Some exceptions include:
Carriers, suppliers and dispensing points - only the personal data required
to deliver the goods, process complaints or manage returns will be disclosed to
our delivery partners.
Rating service providers - only the personal
data required to award a rating are disclosed.
providers - only the personal data required to pay for the order are
Other uses of your personal information
Analytics and marketing providers and software -
in order to personalise offers and target appropriately
E-mail and SMS
communication software provider - for communication purposes, enabled via
Social media - communication, plugins and account linking
Customer service tools and providers - to facilitate customer care and
Vendors and cloud service providers
financial and legal authorities - for the purpose dealing with legal rights and
The administrator does not intend to pass your
personal data to a third country (a non-EU country) or to any international
5. Marketing Communications
may be sent to your e-mail address by Alensa s.r.o. This procedure is allowed by
Act No. 480/2004 Coll. Article 7, part 3 of the information society services
unless you decide to reject in the future. If you decide at any time that you no
longer wish to receive our e-mails, please follow the opt-out link found at the
bottom of each e-mail newsletter or opt-out option in your account overview at
our website. Alensa s.r.o. will keep the e-mail address for three years after
the last purchase agreement between the two parties.
6. Rights of Data
You can access and update your personal data at any time by
signing into your customer account profile. Under the conditions set out in the
regulations, you have the following rights:
to request the
administrator access your personal information
information about what
data is being processed
to update or correct your personal
the deletion of your personal data (unless such deletion of
personal data is contrary to the provisions of this article and the legitimate
interests of Alensa s.r.o.)
to limit the processing of your personal
to object to the processing of your personal data.
If you have any questions or concerns about our handling or processing of
your personal data, you may contact us by e-mail: GDPR@alensa.eu, or contact
the Office for Personal Data Protection.
Our website uses
cookies to make our page relevant, interesting, and user-friendly for you.
Cookies are small files stored on your computer, smartphone, or other device,
and are used within your web browser.
to remember your login details;
for the proper
functioning of the shopping basket;
to discover your browsing history
in order to bring you relevant offers;
to improve our site by
monitoring visits, activity, and various functions on the site.
Some cookies collect information that is then used by third parties, and
these third-party cookies directly support our advertising activities. For
example, information about products purchased on our website may be displayed by
an advertising agency as part of the display and customisation of web banner
advertisements on your selected website. However, you cannot be personally
identified by this data.
The cookies used on our website can be divided
into two basic types. Session cookies are deleted as soon as your visit to our
website ends. Persistent cookies remain stored on your device longer or until
you remove them manually (the period for which a cookie is left on your device
depends on the cookie’s own settings and your browser settings). Cookies can
also be divided by functionality. Analytical cookies help us improve the user
experience of our website by understanding how people use it; conversion cookies
help us analyse the performance of various sales channels; tracking cookies,
which, when combined with conversion cookies, help us analyse the performance of
various sales channels; remarketing cookies allow us to personalise the content
of ads and their correct targeting; and essential cookies, which are important
for basic website functionality.
All cookies used by this server are used
in accordance with current EU cookie laws.
You can delete cookies at any
time, but, in doing so, you can lose all the information that allows you to
access our site faster and more efficiently, including customisation
Make sure your internet browser is up to date, and consult the
help and instructions provided by your web browser developer if you are not sure
how to modify your privacy settings.
Most browsers automatically accept cookies by default. You can reject cookies
using your web browser or restrict them to your chosen types.
find information about browsers and how to set cookies preferences on the
following websites or other Internet browser documentation:
We display content
that links to third-party sites. We are not responsible for the third-party
sites’ privacy practices and content. If you click on a third-party link,
please note that you are leaving our page, and the personal data you provide
will no longer be covered by this policy. Please read these companies’ privacy
policies to see how they collect and process your personal information.
9. Data Security
Data security is very important to us, so we have
put in place appropriate physical, electronic, and managerial measures to
protect and secure the data collected through our website. However, we want to
remind you that the transmission of information over the Internet is done at
your own risk.
Any changes in
the processing of personal data will be available on this page. We regularly
compliant with new laws and regulations regarding data protection.
In the case of any queries or requests regarding this policy,
please do not hesitate to contact us at the customer service address mentioned
below or via the e-mail address: email@example.com.