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, exchanges 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.ae
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.
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
CZ 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.
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
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 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
Orders under AED 499
AED
59
Orders under AED 499
AED
39
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
DHL Express 1–4 business days from
shipment date
UPS Express
1–3 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 and Gelone 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:
- Validate your
return by contacting customer service
- Our customer service will provide
you with return instructions
- Securely pack your parcel and follow these
instructions
- 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 and 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).
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.
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
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.
