If your prescription has changed or you have inadvertently ordered incorrectly, don’t worry. You can exchange any unopened or undamaged packages by following the procedure outlined below. We will send you the new lenses upon receiving and verifying the condition of the package.
If you would like to order a different brand or product, and the packages are unopened and undamaged, you may also return them to us. Alensa.ie will, in this case, issue a refund, and you are free to make a new order for the desired product(s) at your convenience. Price adjustments will not be made; a complete refund will be issued if the returned products meet our criteria as stated above.
The return procedure also applies to the money-back-guarantee on TopVue products. Please follow the same procedure in this case.
Also, should you wish to return products that you suspect to be faulty, the products must be returned to us, at which time, we will return them to the manufacturer for an official quality check. The original box, as well as any remaining, unopened blister packs, must be returned to us. The products' LOT numbers are printed on this packaging, and this information is essential for the manufacturers to investigate any flaws. In this case, the same return procedure should be followed. If you wish to return a faulty product, it is essential to contact our customer service team first. They will provide you with exact instructions and additional information.
First, please contact our customer service via the contact form on the website or via mail or phone to explain the reason for returning as well as provide any additional information needed (order number, complete description of the items, etc.) Our staff will review your request to ensure that it meets all exchange criteria and will advise you on how to proceed.
Our customer service representatives strive to reply within 1–2 business days. When your return or exchange has been approved, you will receive a return label. Please, be sure to use this label when returning your parcel.
In short, the return procedure follows 4 steps:
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. Add a proof of purchase from Alensa.ie as well as instructions regarding the expected action. In case you need new parameters, included exact information about this. If you are expecting a refund to your bank account, please include all necessary information for us to make the transfer. If you have paid online, the refund will be issued automatically to your PayPal account, or the card from which the payment was made.
The customer bears responsibility only for the shipping costs associated with returning the product(s). Alensa.ie does not provide a prepaid option for returns of products ordered incorrectly or no longer needed. However, if Alensa.ie is deemed to be at fault as the seller, any costs for exchanging or returning will be covered. Alensa.ie will send you the new lenses at no additional costs.
Alensa.ie 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 thorougly investigated and verified by our main stock.