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
- Registration and operations of our web
shop
- Use of our website and our promotions
- Purchase agreement and invoicing
- Payment and prices
- Problems with
payment
- Delivery costs and other delivery
notes
- Delivery times and information on the
delivery of non-stock goods
- Problems with
delivery
- Warranty and returns
- Complaints about goods and services
- Alternative Dispute Resolution
- Withdrawal from the contract
- Privacy
policy
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.ie
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.
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.
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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.
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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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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.
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Payment and Prices
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.
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. 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.
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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.ie,
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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Delivery Costs and
Notes
Orders under €59
Free
delivery
Orders over €59
Free
delivery
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 €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
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.
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Delivery
Times
| Delivery service |
Estimated delivery time |
| Fastway | 2–3 business days from shipment
date |
| 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.
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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.
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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.ie.
Returns
must fulfill all of the following conditions:
- You are only able to
return products purchased from this web shop
- 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
- Products returned during the statutory cancellation period
(within 30 days of receipt) will be fully refunded (a stated later in these
terms and conditions)
- Returns of unopened goods made after the legal
30-day withdrawal period has ended, will be assessed depending on the warranty
and expiration date of the products (as stated before, the product needs to be
re-sellable). However, the products must be returned to Alensa.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 regulationsThe return policy applies to:
- Returns made within the statutory cancellation period (30 days)
- Returns of unopened, unused, undamaged goods within warranty
- Wrongly delivered products (to be reported within 30 days of receipt)
- TopVue and Gelone
money back guarantee
- Products to be sent for a quality check
The customer is required to follow all guidelines stated on the Claims and
returns page when returning a product. Make sure you receive a track and
trace receipt for this return and/or a proof of returning the parcel! Our
customer service department will ask you about this if you might suspect that
something went wrong with your return.
How to proceed with a complaint
or return of goods can be found on our clear info page - Claims and
returns.
Make sure you receive a track and trace receipt for your
return as proof of returning the parcel! Our customer service department will
ask you about this if you suspect that something went wrong with your return.
Pack the returned goods carefully in a sturdy box to prevent damage during
transit. An envelope is not sufficient for transporting the goods.
Also,
please ensure to include your own address (sender's address) on the back of each
package sent back to us!
In a worst-case scenario, this will ensure that
the package is safely sent back to the customer and not lost in the mail.
Notice
Prescription lenses are manufactured based on
specific individual requirements and are, therefore, not eligible for returns.
Only the frames qualify for a possible refund. This condition applies from the
moment glasses have been paid for , regardless of shipping status.
The
Buyer also acknowledges that in the case of the purchase of a separate eyeglass
frame, the Seller shall not be liable for damage to the frame caused by
unprofessional grinding of the lenses by a third party.
Alensa is not
responsible for returns that have not followed the procedure stated here - Claims and
returns.
Our customer service representatives strive to reply within
1–2 business days. When your return or exchange has been approved, you will
receive instructions on how to return your order. If the return is due to the
eshop's error, your postage will be refunded as soon as we have confirmation of
your return.
Price of returns
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. The buyer can take advantage of free returns. In this case, the
buyer must contact customer service to whom he/she will communicate the request
(free return of goods). The customer service will then provide the buyer with
all the information and label required for the free return. 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.
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Complaints about Goods and Services
Alensa will not
accept complaints in cases where the product has already been discarded and
cannot be investigated. Please refrain from disposing of suspected faulty
products and provide photographic evidence of any visible fault or damage. If a
product needs to be returned, the customer should follow the procedure stated on
ourClaims
and returns.
Pack the returned goods carefully in a sturdy
box to prevent damage during transit. An envelope is not sufficient for
transporting the goods.
Complaints about TopVue or Gelone products are
usually handled according to the terms of our TopVue and Gelone money
back guarantee as long as all conditions have been met.
Alensa
is an online seller dealing in contact lenses and related products, not an
optician or professional medical entity . This means that it is legally not
possible for us to supply trial lenses or replace individual lenses. Alensa is
only able to deal with complete packages.
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).
How to proceed with a
return?
1.The Buyer creates a new return in the customer account
in the "Returns" section or on the return page.
2.Once the Buyer
presses the "Create a new return" button, a page with all orders will be
displayed. From the list of completed orders, the Buyer will find the desired
order and select
the product for which they want to initiate a return
procedure. By pressing the "Create a return"
button.
3.For the selected product, the Buyer defines the necessary
information. They choose the
"Reason for Return" and "Preferred Solution."
The "Bank Account Number" and "IBAN" fields are
filled in by the Buyer only
if this information is necessary to complete the return. The "Your
Note"
field is used to specify the description of the defect. At the end of the
request, it is
possible to attach a file (photo or video). Once the Buyer
has filled in the required
information, they submit the request by pressing
the "Submit" button.
An information message confirming the acceptance
of the return will be displayed, and an automatic email about the accepted
return with instructions on how to proceed when returning the claimed goods will
be generated.
WARNING: Product photos of contact lens packaging
on our website are intended to illustrate the products sold and may not always
correspond to the current appearance of a specific product. Some products are
manufactured in various facilities owned by the same manufacturer. The product
photograph may therefore indicate a different place of manufacture than the
product that will reach the customer. These minor discrepancies in illustrative
photographs from the products that will reach the end customer cannot be cited
as a reason for the return of goods. All products in our portfolio come from
original manufacturers.
If the Buyer sends the claimed goods directly,
without prior contact with customer service, and at the same time does not use
the recommended procedure for creating a return request online in the customer
account, the processing time of the return request may be extended. Once the
Seller accepts the request, the Buyer will receive an email confirming the
acceptance of the return. The progress of the return can be tracked in the
customer account.
Once you submit a new claim through our online form
, our customer service team will contact you within 24 business hours to
provide detailed return instructions depending on your location.
The
costs associated with shipping are borne by the Buyer when submitting the
shipment. The costs associated with the transport of the claimed goods back to
the Seller are borne by the Seller if the complaint is accepted, and the Buyer
provides documents proving the costs associated with the transport of the
claimed goods.
All claimed goods are handed over by the Seller to the
manufacturer for expert assessment, the aim of which is to determine whether the
defect for which the goods are claimed arose from a manufacturing error. The
Seller has a period of 30 days to process the return.
Additional
Information:
Returns of contact lenses:
Mechanical damage to
the lens due to improper handling or defects resulting from inadequate care of
the contact lens, is not a valid reason for return. A wrong choice of contact
lenses or their parameters is also not a reason for return. Identical parameters
do not guarantee that contact lenses will be comfortable for the user. The
customer must have contact lenses professionally applied, and when resolving
complaints about lenses or returns, the Seller may request confirmation of the
professional application of contact lenses (not older than 1 year).
The
claimed goods should be sent by the Buyer in a sturdy box to prevent damage
during transport. If the Buyer returns an already opened (used) faulty contact
lens, it is necessary to ensure that the lens does not dry out during the
transport of the shipment to the Seller's facility. We recommend placing the
lens in a case or a small glass, soaking it in a solution to prevent it from
drying out, and securely closing it.
The Seller then sends the contact
lenses to the manufacturer for expert assessment. The manufacturer will decide
whether the faulty complaint is justified and whether it is indeed a
manufacturing defect. In the case of an accepted faulty complaint, the Seller
will send the Buyer new goods or refund the money to the Buyer's bank or
customer account.
Dissatisfaction due to having received wrong
parameters
Always contact the customer service immediately if you see
you have received the wrong parameters, preferably before opening any of your
boxes. In case we have sent you the wrong parameters, due to an error of our
own, you will be refunded or sent new lenses at no additional cost. However, in
case you, the customer, have made a mistake during the ordering process, and the
lenses you have ordered don't match the prescribed parameters from your
optometrist, Alensa can only replace or refund them if they are unopened and
haven't been used. You are required to be in possession of an official
prescription no older than 1 year old. Please pay close attention while ordering
so as to not input the wrong values. In case of dispute, Alensa has the right to
ask for your prescription and verify it with your actual order.
Complaints about having received the wrong product can only be made within 30
days after the delivery date of that product . Complaints made later than
30 days after having received the product will no longer be accepted. We
recommend you to therefore always check your product immediately upon receipt
and contact us as soon as possible if a mistake has been made.
Dissatisfaction with a new brand of lenses
Switching to a new brand
of contact lenses, even if recommended by a specialist, carries a risk that this
new brand may not fit the wearer. The seller is not liable for any medical
complications or discomfort that can result from wearing an unprescribed brand
of lenses. Always consult with your ophthalmologist or optician before
attempting new lenses. Each user can have a different experience with the same
type of lenses. Alensa does not take responsibility for any problems
experienced with lenses bought without consulting an optician or doctor
beforehand. Customers are always expected to be in possession of a valid
prescription and to purchase only the lenses that have been prescribed by their
eye-care professional, without deviation. This also applies to lens
solutions, eye drops and sprays.
We only exchange or refund contact
lenses or other products if the packaging is unopened and undamaged.
Dissatisfaction with the effect of coloured lenses
The ultimate
effect of wearing coloured lenses is very subjective and may vary according to
numerous conditions and influences. First, the effect will be influenced by the
pigmentation of your eyes. Second, it can be influenced by external factors,
such as light conditions, make-up and clothing choices. Furthermore, the type of
coloured lenses (enhancing or opaque) may produce a different result on the
coverage of your natural eye colour. Because it is impossible to predict the
result for each individual, we do not provide refunds on coloured lenses on the
basis of dissatisfaction with appearance. The customer agrees, upon
purchase, that coloured lenses are non-refundable, unless a manufacturing error
or defect is recognised by the manufacturer.
Complaints about
sunglasses and sports glasses:
Glasses cannot be returned if they have
not been used according to the instructions for use or have been mechanically
damaged, e.g., due to improper care. Furthermore, glasses damaged due to
exposure to extreme temperatures (e.g., sauna, hot car, etc.) or aggressive
substances (hair cosmetics, seawater, etc.) cannot be returned. The warranty
also does not apply to defects caused by normal wear and tear.
The
returned glasses should be sent back in the original case, including the cloth.
Returns of prescription and other non-prescription glasses (PC glasses,
driving glasses, etc.):
Glasses cannot be returned if they have not
been used according to the instructions for use or have been mechanically
damaged, e.g., due to improper care. Furthermore, glasses damaged due to
exposure to extreme temperatures (e.g., sauna, hot car, etc.) or aggressive
substances (hair cosmetics, seawater, etc.) cannot be claimed. The warranty also
does not apply to defects caused by normal wear and tear.
For returns of
prescription glasses ground to fit, a valid prescription for glasses (not older
than 1 year) must be available. For glasses with progressive (multifocal)
lenses, it will be necessary to provide a photograph of the face with the
glasses worn from the front (for better centering) and a side view photograph
(to determine the frame angle).
The Buyer acknowledges that in the case
of newly ground prescription glasses, it may take 1 - 4 weeks to adapt to the
new correction. A longer adaptation period is especially common with astigmatism
and presbyopia correction. The human eye and brain may not immediately accept a
new correction. In such cases, do not rush to wear new glasses, but choose a
gradual adaptation to the new glasses. Only after this period can the glasses be
sent for a refund. If the Buyer decides to return prescription glasses with
custom-ground lenses, we recommend that the Buyer first contact customer
service. The claimed glasses should be returned in the original case, including
a cloth.
Returns of eyeglass frames with demo lenses (provisional
glasses lenses):
Glasses cannot be returned if they have not been used
according to the instructions for use or have been mechanically damaged due to
improper handling. Furthermore, glasses damaged due to exposure to extreme
temperatures (e.g., a heated car, radiator, etc.) or aggressive substances (hair
cosmetics, seawater, etc.) cannot be claimed. The warranty also does not apply
to defects caused by normal wear and tear.
The Buyer also acknowledges
that in the case of purchasing a separate eyeglass frame, the Seller does not
assume responsibility for frame damage caused by the improper grinding of
third-party eyeglass lenses. The returned glasses should be posted in their
original case, including the cloth.
Complaints about our website and its
content
Alensa reserves the right to alter the content of our website
at any given time. We aim to provide our customers with up-to-date information,
but cannot be held accountable for temporarily misrepresented info or mistakes.
This also applies to technical problems caused by malicious attacks or software
(viruses, hackers, etc.). If you find any issues with our website or its
content, please notify our customer service so that we can rectify these issues.
Comments made by customers on our website do not represent the views,
opinions, or positions of Alensa and must be considered subjective. Such
comments must not be interpreted as guidelines or advice in any way. Alensa will
attempt to edit, correct, or address any potentially misleading or incorrect
information. Problematic or abusive users will be dealt with.
Photos on
the website are meant to illustrate a real version of the products on offer but
are not photos of the exact product the customer will receive. Product photos
that display item numbers, expiration dates, etc. will, when ordered, have
different numbers unique to your version of the product. Some of our products
are also produced in several facilities across different locations, all owned by
the same original producer. A product photo may show location differences from
the product you received. These kinds of
location-dependant/time-dependant/unique identification differences in no way
mean that the product you've received is somehow not what it should be. Claims
based on these kinds of logical, self-evident print differences between website
photos and received products will not be accepted.
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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.ie 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.
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Withdrawal from the Contract
To instantly create an
online request from your customer account, simply click
HERE.
Everyone has the right to withdraw from the contract within 14 days of receiving
the goods. In our shop, you can withdraw from the contract within 30 days. In
the event of withdrawal from the contract, the Buyer must observe the following
conditions:
Returned goods must be complete
The goods must not
be used or damaged. The original packing must not be opened. If the consumer
opens the original packing, then the product can no longer be used for hygiene
and safety reasons. Such a product is no longer re-sellable and cannot be
returned. This excludes sunglasses and glasses frames. If you would like to
return or exchange sunglasses or glasses frames within 30 days from your date of
receipt of the goods, we require that you return the complete product, including
glasses case, outer box, inserts, cleaning cloths, and any identifying stickers
or tags. The product is considered incomplete without all of these items, and as
such, and a return or exchange will not be made. Thank you for your
understanding and compliance.
Prescription 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
buyer can take advantage of free returns. In this case, the buyer must contact
customer service to whom he/she will communicate the request (free return of
goods). The customer service will then provide the buyer with all the
information and label required for the free return. 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. All
returns must be processed in accordance with the information and conditions
stated on our Claims and
returns.
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).
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Privacy
Policy
The protection and processing of personal data is governed by the
following privacy
policy.
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