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.
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:
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.
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.
Purchase Agreement
The purchase contract is deemed concluded when the
Buyer confirms his order within the order form which is available online. By
placing an order with Alensa, the Buyer acknowledges that he has read these
terms and conditions and complies with them. By completing a purchase and by
ticking the box on your order that you have read and understand our terms and
conditions, you are verifying that you are of legal age to enter into a binding
contract and in possession of a valid prescription for the lenses you are
ordering. You hereby confirm that the information you are providing is valid and
exactly as prescribed by your eye-care professional. You also confirm that your
prescription is less than 12 months old, as required by 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.
Payment and Prices
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.ae 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. Warning:
The voucher can only be paid by cashless transaction. The voucher cannot
be paid by cash on delivery or customer credit.
You can choose from the following payments methods
to complete your order: - Credit Card: Mastercard, Visa,
Discover or American Express - Payment by gift 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.ae 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).
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 UAE 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.
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.ae, 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.
Delivery Costs and
Notes
Delivery costs
Aramex
Orders under AED 200
AED
29.00
Orders over AED 200
FREE
UPS Express
Orders under AED 200
AED
49.00
Orders over AED 200
AED
49.00
DHL
Orders under AED
200
AED 59.00
Orders over AED
200
AED 59.00
Notes:
Delivery is FREE with Aramex courier for
orders over AED 200
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
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.
Additional service: fast-track dispatch
For an additional fee, we
will make sure that your parcel is prepared and dispatched with a higher
priority than regular orders. Special custom-made orders such as custom
eyeglasses or unique lens combinations will also receive an increased priority,
but will still require additional time to prepare.
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.
Shipment outside United Arab Emirates
We do not ship to other countries through this
e-shop.
Shipment after payment
Alensa will only ship parcels after payment has been received. You can read more about this 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.
Delivery Times
Delivery service
Estimated delivery time
Aramex
3–7 business days from shipment
date
Aramex
2-4 business days from shipment
date
DHL
1–4 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/link 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
The parcels of customer that have
purchased 'fast-track dispatch' will processed before regular orders
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.
Problems with Delivery
DHL Express and UPS 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.
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.ae.
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 - 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
(a stated later in these terms and conditions) - 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.ae no longer than 365 days from the original purchase date - If Alensa
has made an error and sent the wrong products, you are required to report this
to customer service within 30 days of receipt of the goods*in compliance with
EU health and safety regulations
The 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 - 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. 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.
The return of sunglasses and prescription eyeglasses:
Our
glasses come with a warranty of two years. The goods must not be used or
damaged. The original packaging must not be destroyed. If you would like to
return or exchange sunglasses or frames, we require that you return the complete
product, including the case, the outer box, everything inside the box, any
cleaning cloths, and any identifying stickers or tags. In other words, the
product needs to be in exactly the same condition as it was upon receipt. The
product is considered incomplete without any of these items. In case of any
missing or damaged items, a return or exchange will not be possible. Thank you
for your understanding and compliance.
Sunglasses, frames and eyeglasses
are delivered in optimal condition and have been thoroughly checked for quality
before dispatch. In the rare case that one of these should arrive damaged or
suffers from immediate defects, contact the customer service and we will review
the case in order to help you. However, complaints about damage caused by
improper use, incorrect care, or normal wear and frequent use, are not eligible
for compensation. Additional discounts or compensation cannot be given for
damage caused by the customer themselves.
Prescription lenses are
manufactured based on specific individual requirements and are, therefore, not
eligible for returns. Only the frames qualify for a possible refund. This
condition applies from the moment glasses have been paid for, regardless
of shipping status.
The Buyer also acknowledges that in the case of the
purchase of a separate eyeglass frame, the Seller shall not be liable for damage
to the frame caused by unprofessional grinding of the lenses by a third
party.
Every return must follow this procedure:
Alensa is not responsible for returns that have
not followed the procedure stated here. First, please contact our customer
service via the contact form on the website or via mail to explain the reason
for returning as well as provide any additional information needed (order
number, complete description of the items, etc.) Our staff will review your
request to ensure that it meets all criteria and will advise you on how to
proceed.
Our customer service representatives
strive to reply within 1–2 business days. When your return 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.
The return procedure follows 4 steps:
1. Validate your return by contacting customer service
2.
Our customer service will provide you with return instructions
3.
Securely pack your parcel and follow these instructions
4. Ship your
parcel back to us
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. If you have paid
online, the refund will be issued automatically to your PayPal account, or the
card from which the payment was made.
Price of returns
The customer bears responsibility for the shipping
costs associated with returning the product(s). Alensa does not provide a
prepaid option for returns of products ordered incorrectly or no longer needed.
However, if Alensa is deemed to be at fault as the seller, any costs for
returning will be covered.
Processing time for returns
Alensa will confirm that we have received your
returned items and update you on the status of your new order. We strive to
verify all returns within 30 days. Please feel free to contact our customer
service if you feel there is any delay.
Please
note that the return procedure will take slightly longer when returning
sunglasses in their original and undamaged packaging. This is
due to the fact that the authenticity and condition of returned sunglasses must
first be thoroughly investigated and verified by our main stock department.
The buyer agrees to respect the processing
time needed for each return.
Complaints about Goods
and Services
Alensa will not accept
complaints in cases where the product has already been discarded and cannot be
investigated. Please refrain from disposing of suspected faulty products and
provide photographic evidence of any visible fault or damage. In case of
complaint, the buyer must first notify our customer service department, at which
point they will be advised how to proceed. If a product needs to be returned,
the customer should follow the procedure stated on our exchange and return policy
page.
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).
Suspected faulty lenses or complaints about
quality
If you have any complaints about the
quality of your lenses (redness, blurred vision, uncomfortable feeling,
dryness), we can send the lenses to the manufacturer who will then execute a
thorough quality check of the lenses in question. Please note that this process
will take up to a month, as we wait on the final result from the producer. Some
lenses may need to be sent abroad for analysis, which can also impact the length
of this process, however any kind of claim will be handled within 30 days. When
a manufacturing error is recognized, we will send you new lenses with the same
parameter combination for free. If, however, it is determined there is no
manufacturing error, we cannot refund you for the lenses or send a new pair.
If you wish to return a damaged or faulty
product, please pack it in a stiff box and send it by registered post. This is
to prevent damage during transport. Lenses that have been further damaged in
transit will not be accepted, refunded, nor replaced. In order for the
producer to perform a complete check, you will need to send the lenses and ALL
packaging, including original box and any remaining, unopened blisters printed
with the products' LOT number. If you wish to return any contact lens that
has been unpacked (or used), it should be prevented from drying out during
transport. Place the lens in a case with solution and close it firmly. As each
return case is unique, we advise that you to contact our customer service help
desk beforehand to stipulate the exact details of the return (how many lenses
will be returned, was the package opened or unopened, will the box be included
in the return, communication of the LOT number, ...) at info@alensa.ae. The item(s) you
wish to return should be accompanied by a letter describing the product’s
fault and the expected result (a refund by the producer or replacement lenses).
Please be aware when making a claim regarding possible faulty lenses,
that you will be asked to provide a valid prescription.
Although there is no need to present your prescription when purchasing lenses
online, you must always be in possession of a valid prescription no older than
one year old. When a quality check is performed, this prescription is required
to verify whether the dioptres of the lenses you've purchased match your actual
prescription or not.
If a defect appears within six months of receipt and
it has been clearly identified as being a genuine defect, the goods shall be
deemed to have been defective upon receipt. The buyer is entitled to exercise
the right to claim a defect within 24 months of receipt.
Dissatisfaction
due to having received wrong parameters
Always contact the customer service immediately if you see you have received the
wrong parameters, preferably before opening any of your boxes. In case we have
sent you the wrong parameters, due to an error of our own, you will be refunded
or sent new lenses at no additional cost. However, in case you, the customer,
have made a mistake during the ordering process, and the lenses you have ordered
don't match the prescribed parameters from your optometrist, Alensa can only
replace or refund them if they are unopened and haven't been used. You are
required to be in possession of an official prescription no older than 1 year
old. Please pay close attention while ordering as to not input the wrong values.
In case of dispute, Alensa has the right to ask for your prescription and verify
it with your actual order.
Complaints about having received the wrong
product can only be made within 30 days after the delivery date of that
product. Complaints made later than 30 days after having received the
product will no longer be accepted. We recommend you to therefore always check
your product immediately upon receipt and contact us as soon as possible if a
mistake has been made.
Dissatisfaction with a new brand of lenses
Switching to a new brand of contact lenses, even if
recommended by a specialist, carries a risk that this new brand may not fit the
wearer. The seller is not liable for any medical complications or discomfort
that can result from wearing an unprescribed brand of lenses. Always consult
with your ophthalmologist or optician before attempting new lenses. Each user
can have a different experience with the same type of lenses. Alensa does not
take responsibility for any problems experienced with lenses bought without
consulting an optician or doctor beforehand. Customers are always expected to be
in possession of a valid prescription and to purchase only the lenses that have
been prescribed by their eye-care professional, without deviation. This also
applies to lens solutions, eye drops and sprays.
We only exchange or refund contact lenses or
other products if the packaging is unopened and undamaged.
Dissatisfaction with the effect of coloured lenses
The ultimate effect of wearing coloured lenses is
very subjective and may vary according to numerous conditions and influences.
First, the effect will be influenced by the pigmentation of your eyes. Second,
it can be influenced by external factors, such as light conditions, make-up and
clothing choices. Furthermore, the type of coloured lenses (enhancing or opaque)
may produce a different result on the coverage of your natural eye colour.
Because it is impossible to predict the result for each individual, we do not
provide refunds on coloured lenses on the basis of dissatisfaction with
appearance. The customer agrees, upon purchase, that coloured lenses are
non-refundable, unless a manufacturing error or defect is recognised by the
manufacturer.
Complaints about sunglasses, frames and
eyeglasses
Sunglasses, frames and eyeglasses are delivered in optimal
condition and have been thoroughly checked for quality before dispatch. In the
rare case that one of these should arrive damaged or suffers from immediate
defects, contact the customer service and we will review the case in order to
help you. However, complaints about damage caused by improper use, incorrect
care, or normal wear and frequent use, are not eligible for compensation.
Additional discounts or compensation cannot be given for damage caused by the
customer themselves.
However, if you think the quality of your eyeglass
lenses is lacking or your lenses are defective in any way, we can have them sent
for a quality-check. If a defect is discovered or they are deemed to be of poor
quality, we will, of course, replace or refund the lenses.
For quality
claims regarding single vision prescription lenses, contact our customer
service first and make sure to include a valid prescription - no older
than 1 year old. When a quality check is performed, this prescription is
required to verify whether the dioptres of the lenses you've purchased match
your actual prescription or not. You will be asked to return your goods in their
entirety (the frame, the eyeglass lenses, the included accessories, any labels
of leaflets, etc…). Do not remove the lenses from the frame!
For quality
claims regarding multifocal / progressive lenses, contact our customer
service first and make sure to include a valid prescription - no older than 1
year old. Also include a frontal photo that depicts you wearing the
glasses (to be used for better centering) and a photo from the side that
depicts you wearing the glasses (to be used to determine the angle of the
frame). You will also be asked to return your goods in their entirety (the
frame, the eyeglass lenses, the included accessories, any labels of leaflets,
the little blue paper bags in which you received the demo lenses, the blue card,
etc…). Do not remove the lenses from the frame!
Please return the
advertised glasses in the original case, including the cleaning
cloth.
Returns that have been tampered with and/or have missing
components cannot be accepted. Always contact our customer service before
returning glasses!
Complaints about our website and its
content
Alensa reserves the right to alter
the content of our website at any given time. We aim to provide our customers
with up-to-date information, but cannot be held accountable for temporarily
misrepresented info or mistakes. This also applies to technical problems caused
by malicious attacks or software (viruses, hackers, etc.). If you find any
issues with our website or its content, please notify our customer service so
that we can rectify these issues.
Comments
made by customers on our website do not represent the views, opinions, or
positions of Alensa and must be considered subjective. Such comments must not be
interpreted as guidelines or advice in any way. Alensa will attempt to edit,
correct, or address any potentially misleading or incorrect information.
Problematic or abusive users will be dealt with.
Photos on the website are meant to illustrate a
real version of the products on offer but are not photos of the exact product
the customer will receive. Product photos that display item numbers, expiration
dates, etc. will, when ordered, have different numbers unique to your version of
the product. Some of our products are also produced in several facilities across
different locations, all owned by the same original producer. A product photo
may show location differences from the product you received. These kinds of
location-dependant/time-dependant/unique identification differences in no way
mean that the product you've received is somehow not what it should be. Claims
based on these kinds of logical, self-evident print differences between website
photos and received products will not be accepted.
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.ae. 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 European Union law
(S.I. no. 343 of 2015). The complaint can be submitted as detailed in 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.
Withdrawal from the
Contract
Under EU law, everyone has the
right to withdraw from a contract within 14 days of receipt of the goods. In the
event of withdrawal from the contract, the Buyer must observe the following
conditions:
Returned goods must be complete
The goods must not be used or damaged. The original
packing must not be opened. If the consumer opens the original packing, then the
product can no longer be used for hygiene and safety reasons. Such a product is
no longer re-sellable and cannot be returned. This excludes sunglasses and
glasses frames. If you would like to return or exchange sunglasses or glasses
frames within 14 days from your date of receipt of the goods, we require that
you return the complete product, including glasses case, outer box, inserts,
cleaning cloths, and any identifying stickers or tags. The product is considered
incomplete without all of these items, and as such, and a return or exchange
will not be made. Thank you for your understanding and compliance.
Required documentation
Please
enclose the proof of purchase issued by Alensa, its copy or your order number.
Don't forget to include your bank account number, if necessary.
Goods
must be returned in the original condition
Please send the returned goods in a stiff, cardboard box rather than an envelope
(even if it is an anti-shock envelope). If the shipment suffers damage during
transport, we are not obliged to accept it. In the event of withdrawal from the
contract, if the Buyer observes the conditions above, he will receive a full
refund including the original shipping costs. The Buyer shall bear only the
costs incurred in returning the goods. The refund will be credited to the
customer's account within 2–10 days of receipt of the returned goods in a
resellable condition.
Price and procedure for returns
If all necessary conditions have been met, the
buyer will be issued a full refund. 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).
Privacy Policy
The
protection and processing of personal data is governed by the following privacy policy.
Privacy Policy
Protection and Processing of Personal Data
1. Administrator
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:
Name
Surname
e-mail
Telephone number
Address for delivery
Billing address
Bank account details
Individual optical
prescription information as applicable, including power/sphere, base curve,
diameter, axis, cylinder, ADD power, type of lens or brand.
Digital
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,
s.r.o.
Photos depicting the customer wearing the eyeglasses (needed to
check the quality of multifocal eyeglass lenses)
3. Processing
Time
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 contract.”
Photos are only used to inspect and assess the quality of your eyeglass
lenses and are deleted after the quality check has been completed.
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.
Payment gateway providers - only the
personal data required to pay for the order are disclosed.
Other uses of your personal information
include:
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
opt-ins
Social media - communication, plugins and account linking
Customer service tools and providers - to facilitate customer care and
communication
Vendors and cloud service providers
Public,
financial and legal authorities - for the purpose dealing with legal rights and
obligations
The administrator does not intend to pass your personal
data to a third country (a non-EU country) or to any international
organizations.
5. Marketing Communications
Commercial messages
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
Subjects
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
information
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
information
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.
7. Cookies
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.
We use cookies for the following
purposes:
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 settings.
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.
Rejecting cookies
The use of cookies is part of your internet browser. Most browsers automatically
accept cookies by default. You can reject cookies using your web browser or
restrict them to your chosen types.
You can 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.
10. Changes to this Privacy Policy
Any changes in
the processing of personal data will be available on this page. We regularly
review our compliance with our Privacy Policy, in particular to make it
compliant with new laws and regulations regarding data protection.
11.
Contact Us
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: gdpr@alensa.eu.
