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.
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:
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.
Use of Oembed Read Permission
The Oembed
Read permission is a functionality provided by Facebook that allows our app to
embed public Facebook and Instagram content directly within the app. Our app
utilizes the Oembed Read permission to retrieve and display publicly available
Facebook and Instagram content in an embedded format. This ensures that users
can view relevant social media content as part of their experience within the
app. By leveraging the Oembed Read permission, we enhance experience by
offering a seamless way to access public social media posts that are relevant to
the services or content we provide. We use this permission strictly in
accordance with Facebook’s policies and only for the purposes outlined above.
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.
If the Buyer takes advantage of an additional "Special
Offer" (post sell), the order will be updated with the added item or items and
the added items will be reflected in the total price.
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
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
DHL Express
Orders under AED 499
AED
59
Orders over AED 499
FREE
UPS Express
Orders under AED 499
AED
39
Orders over AED 499
FREE
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 serviceEstimated delivery time
DHL
Express1–4 business days from shipment date
UPS Express1–3 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
Products returned during the statutory cancellation period
(within 30 days of receipt) will be fully refunded (a stated later in these
terms and conditions)
Returns of unopened goods made after the legal
30-day withdrawal period has ended, will be assessed depending on the warranty
and expiration date of the products (as stated before, the product needs to be
re-sellable). However, the products must be returned to Alensa.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 (30 days)
Returns of unopened, unused, undamaged goods within warranty
Wrongly delivered products (to be reported within 30 days of receipt)
The customer is required to follow all guidelines stated on the Claims and
returns page when returning a product. Make sure you receive a track and
trace receipt for this return and/or a proof of returning the parcel! Our
customer service department will ask you about this if you might suspect that
something went wrong with your return.
How to proceed with a complaint
or return of goods can be found on our clear info page - Claims and
returns.
Make sure you receive a track and trace receipt for your
return as proof of returning the parcel! Our customer service department will
ask you about this if you suspect that something went wrong with your return. Pack the returned goods carefully in a sturdy box to prevent damage during
transit. An envelope is not sufficient for transporting the goods.
Also,
please ensure to include your own address (sender's address) on the back of each
package sent back to us! In a worst-case scenario, this will ensure that
the package is safely sent back to the customer and not lost in the mail.
Notice Prescription lenses are manufactured based on
specific individual requirements and are, therefore, not eligible for returns.
Only the frames qualify for a possible refund. This condition applies from the
moment glasses have been paid for , regardless of shipping status.
The
Buyer also acknowledges that in the case of the purchase of a separate eyeglass
frame, the Seller shall not be liable for damage to the frame caused by
unprofessional grinding of the lenses by a third party.
Alensa is not
responsible for returns that have not followed the procedure stated here - Claims and
returns.
Our customer service representatives strive to reply within
1–2 business days. When your return or exchange has been approved, you will
receive instructions on how to return your order. If the return is due to the
eshop's error, your postage will be refunded as soon as we have confirmation of
your return.
Price of returns
The customer bears responsibility
for the shipping costs associated with returning the product(s). Alensa does not
provide a prepaid option for returns of products ordered incorrectly or no
longer needed. The buyer can take advantage of free returns. In this case, the
buyer must contact customer service to whom he/she will communicate the request
(free return of goods). The customer service will then provide the buyer with
all the information and label required for the free return. However, if Alensa
is deemed to be at fault as the seller, any costs for returning will be covered.
Processing time for returns
Alensa will confirm that we have
received your returned items and update you on the status of your new order. We
strive to verify all returns within 30 days. Please feel free to contact our
customer service if you feel there is any delay.
Please note that the
return procedure will take slightly longer when returning
sunglasses in their original and undamaged packaging. This is
due to the fact that the authenticity and condition of returned sunglasses must
first be thoroughly investigated and verified by our main stock department.
The buyer agrees to respect the processing time needed for each
return.
Complaints about Goods and
Services
Alensa will not accept complaints in cases where the product
has already been discarded and cannot be investigated. Please refrain from
disposing of suspected faulty products and provide photographic evidence of any
visible fault or damage. If a product needs to be returned, the customer should
follow the procedure stated on ourClaims and
returns. Pack the returned goods carefully in a sturdy
box to prevent damage during transit. An envelope is not sufficient for
transporting the goods.
Complaints about TopVue or Gelone products are
usually handled according to the terms of our TopVue and Gelone money
back guarantee as long as all conditions have been met.
Alensa
is an online seller dealing in contact lenses and related products, not an
optician or professional medical entity . This means that it is legally not
possible for us to supply trial lenses or replace individual lenses. Alensa is
only able to deal with complete packages.
How to proceed with a return?
1.The Buyer
creates a new return in the customer account in the "Returns" section or on the
return page.
2.Once the Buyer presses the "Create a new return"
button, a page with all orders will be displayed. From the list of
completed orders, the Buyer will find the desired order and select the
product for which they want to initiate a return procedure. By pressing the
"Create a return" button.
3.For the selected product,
the Buyer defines the necessary information. They choose the "Reason for
Return" and "Preferred Solution." The "Bank Account Number" and "IBAN" fields
are filled in by the Buyer only if this information is necessary to
complete the return. The "Your Note" field is used to specify the
description of the defect. At the end of the request, it is possible to
attach a file (photo or video). Once the Buyer has filled in the required information, they submit the request by pressing the "Submit" button.
An information message confirming the acceptance of the return will be
displayed, and an automatic email about the accepted return with instructions on
how to proceed when returning the claimed goods will be generated.
WARNING: Product photos of contact lens packaging on our website are
intended to illustrate the products sold and may not always correspond to the
current appearance of a specific product. Some products are manufactured in
various facilities owned by the same manufacturer. The product photograph may
therefore indicate a different place of manufacture than the product that will
reach the customer. These minor discrepancies in illustrative photographs from
the products that will reach the end customer cannot be cited as a reason for
the return of goods. All products in our portfolio come from original
manufacturers.
If the Buyer sends the claimed goods directly, without
prior contact with customer service, and at the same time does not use the
recommended procedure for creating a return request online in the customer
account, the processing time of the return request may be extended. Once the
Seller accepts the request, the Buyer will receive an email confirming the
acceptance of the return. The progress of the return can be tracked in the
customer account.
Once you submit a new claim through our online form
, our customer service team will contact you within 24 business hours to
provide detailed return instructions depending on your location.
The
costs associated with shipping are borne by the Buyer when submitting the
shipment. The costs associated with the transport of the claimed goods back to
the Seller are borne by the Seller if the complaint is accepted, and the Buyer
provides documents proving the costs associated with the transport of the
claimed goods.
All claimed goods are handed over by the Seller to the
manufacturer for expert assessment, the aim of which is to determine whether the
defect for which the goods are claimed arose from a manufacturing error. The
Seller has a period of 30 days to process the return.
Additional
Information:
Returns of contact lenses:
Mechanical damage to
the lens due to improper handling or defects resulting from inadequate care of
the contact lens, is not a valid reason for return. A wrong choice of contact
lenses or their parameters is also not a reason for return. Identical parameters
do not guarantee that contact lenses will be comfortable for the user. The
customer must have contact lenses professionally applied, and when resolving
complaints about lenses or returns, the Seller may request confirmation of the
professional application of contact lenses (not older than 1 year). The
claimed goods should be sent by the Buyer in a sturdy box to prevent damage
during transport. If the Buyer returns an already opened (used) faulty contact
lens, it is necessary to ensure that the lens does not dry out during the
transport of the shipment to the Seller's facility. We recommend placing the
lens in a case or a small glass, soaking it in a solution to prevent it from
drying out, and securely closing it. The Seller then sends the contact
lenses to the manufacturer for expert assessment. The manufacturer will decide
whether the faulty complaint is justified and whether it is indeed a
manufacturing defect. In the case of an accepted faulty complaint, the Seller
will send the Buyer new goods or refund the money to the Buyer's bank or
customer account.
Dissatisfaction due to having received wrong
parameters Always contact the customer service immediately if you see
you have received the wrong parameters, preferably before opening any of your
boxes. In case we have sent you the wrong parameters, due to an error of our
own, you will be refunded or sent new lenses at no additional cost. However, in
case you, the customer, have made a mistake during the ordering process, and the
lenses you have ordered don't match the prescribed parameters from your
optometrist, Alensa can only replace or refund them if they are unopened and
haven't been used. You are required to be in possession of an official
prescription no older than 1 year old. Please pay close attention while ordering
so as to not input the wrong values. In case of dispute, Alensa has the right to
ask for your prescription and verify it with your actual order.
Complaints about having received the wrong product can only be made within 30
days after the delivery date of that product . Complaints made later than
30 days after having received the product will no longer be accepted. We
recommend you to therefore always check your product immediately upon receipt
and contact us as soon as possible if a mistake has been made.
Dissatisfaction with a new brand of lenses Switching to a new brand
of contact lenses, even if recommended by a specialist, carries a risk that this
new brand may not fit the wearer. The seller is not liable for any medical
complications or discomfort that can result from wearing an unprescribed brand
of lenses. Always consult with your ophthalmologist or optician before
attempting new lenses. Each user can have a different experience with the same
type of lenses. Alensa does not take responsibility for any problems
experienced with lenses bought without consulting an optician or doctor
beforehand. Customers are always expected to be in possession of a valid
prescription and to purchase only the lenses that have been prescribed by their
eye-care professional, without deviation. This also applies to lens
solutions, eye drops and sprays.
We only exchange or refund contact
lenses or other products if the packaging is unopened and undamaged.
Dissatisfaction with the effect of coloured lenses The ultimate
effect of wearing coloured lenses is very subjective and may vary according to
numerous conditions and influences. First, the effect will be influenced by the
pigmentation of your eyes. Second, it can be influenced by external factors,
such as light conditions, make-up and clothing choices. Furthermore, the type of
coloured lenses (enhancing or opaque) may produce a different result on the
coverage of your natural eye colour. Because it is impossible to predict the
result for each individual, we do not provide refunds on coloured lenses on the
basis of dissatisfaction with appearance. The customer agrees, upon
purchase, that coloured lenses are non-refundable, unless a manufacturing error
or defect is recognised by the manufacturer.
Complaints about
sunglasses and sports glasses:
Glasses cannot be returned if they have
not been used according to the instructions for use or have been mechanically
damaged, e.g., due to improper care. Furthermore, glasses damaged due to
exposure to extreme temperatures (e.g., sauna, hot car, etc.) or aggressive
substances (hair cosmetics, seawater, etc.) cannot be returned. Refund requests
cannot be made for defects caused by normal wear and tear and for mechanically
damaged glasses that have been improperly repaired by a third party. The
returned glasses should be sent back in the original case, including the cloth.
Returns of prescription and other non-prescription glasses (PC glasses,
driving glasses, etc.):
Glasses cannot be returned if they have not
been used according to the instructions for use or have been mechanically
damaged, e.g., due to improper care. Furthermore, glasses damaged due to
exposure to extreme temperatures (e.g., sauna, hot car, etc.) or aggressive
substances (hair cosmetics, seawater, etc.) cannot be claimed. Refund requests
cannot be made for defects caused by normal wear and tear and for mechanically
damaged glasses that have been improperly repaired by a third party. For
returns of prescription glasses ground to fit, a valid prescription for glasses
(not older than 1 year) must be available. For glasses with progressive
(multifocal) lenses, it will be necessary to provide a photograph of the face
with the glasses worn from the front (for better centering) and a side view
photograph (to determine the frame angle).
The Buyer acknowledges that
in the case of newly ground prescription glasses, it may take 1 - 4 weeks to
adapt to the new correction. A longer adaptation period is especially common
with astigmatism and presbyopia correction. The human eye and brain may not
immediately accept a new correction. In such cases, do not rush to wear new
glasses, but choose a gradual adaptation to the new glasses. Only after this
period can the glasses be sent for a refund. If the Buyer decides to return
prescription glasses with custom-ground lenses, we recommend that the Buyer
first contact customer service. The claimed glasses should be returned in the
original case, including a cloth.
Returns of eyeglass frames with demo
lenses (provisional glasses lenses):
Glasses cannot be returned if they
have not been used according to the instructions for use or have been
mechanically damaged due to improper handling. Furthermore, glasses damaged due
to exposure to extreme temperatures (e.g., a heated car, radiator, etc.) or
aggressive substances (hair cosmetics, seawater, etc.) cannot be claimed. Refund
requests cannot be made for defects caused by normal wear and tear and for
mechanically damaged glasses that have been improperly repaired by a third
party. The Buyer also acknowledges that in the case of purchasing a
separate eyeglass frame, the Seller does not assume responsibility for frame
damage caused by the improper grinding of third-party eyeglass lenses. The
returned glasses should be posted in their original case, including the cloth.
Complaints about our website and its content
Alensa reserves
the right to alter the content of our website at any given time. We aim to
provide our customers with up-to-date information, but cannot be held
accountable for temporarily misrepresented info or mistakes. This also applies
to technical problems caused by malicious attacks or software (viruses, hackers,
etc.). If you find any issues with our website or its content, please notify our
customer service so that we can rectify these issues.
Comments made by
customers on our website do not represent the views, opinions, or positions of
Alensa and must be considered subjective. Such comments must not be interpreted
as guidelines or advice in any way. Alensa will attempt to edit, correct, or
address any potentially misleading or incorrect information. Problematic or
abusive users will be dealt with.
Photos on the website are meant to
illustrate a real version of the products on offer but are not photos of the
exact product the customer will receive. Product photos that display item
numbers, expiration dates, etc. will, when ordered, have different numbers
unique to your version of the product. Some of our products are also produced in
several facilities across different locations, all owned by the same original
producer. A product photo may show location differences from the product you
received. These kinds of location-dependant/time-dependant/unique identification
differences in no way mean that the product you've received is somehow not what
it should be. Claims based on these kinds of logical, self-evident print
differences between website photos and received products will not be accepted.
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
To instantly create an
online request from your customer account, simply click HERE.
Everyone has the right to withdraw from the contract within 14 days of receiving
the goods. In our shop, you can withdraw from the contract within 30 days. In
the event of withdrawal from the contract, the Buyer must observe the following
conditions:
Returned goods must be complete
The goods must not
be used or damaged. The original packing must not be opened. If the consumer
opens the original packing, then the product can no longer be used for hygiene
and safety reasons. Such a product is no longer re-sellable and cannot be
returned. This excludes sunglasses and glasses frames. If you would like to
return or exchange sunglasses or glasses frames within 30 days from your date of
receipt of the goods, we require that you return the complete product, including
glasses case, outer box, inserts, cleaning cloths, and any identifying stickers
or tags. The product is considered incomplete without all of these items, and as
such, and a return or exchange will not be made. Thank you for your
understanding and compliance.
Prescription lenses are manufactured
based on specific individual requirements and are, therefore, not eligible for
returns. Only the frames qualify for a possible refund. This condition applies
from the moment glasses have been paid for , regardless of shipping
status.
Required documentation
Please enclose the proof of
purchase issued by Alensa, its copy or your order number. Don't forget to
include your bank account number, if necessary.
Goods must be returned
in the original condition
Please send the returned goods in a stiff,
cardboard box rather than an envelope (even if it is an anti-shock envelope). If
the shipment suffers damage during transport, we are not obliged to accept it.
In the event of withdrawal from the contract, if the Buyer observes the
conditions above, he will receive a full refund including the original shipping
costs. The Buyer shall bear only the costs incurred in returning the goods. The
buyer can take advantage of free returns. In this case, the buyer must contact
customer service to whom he/she will communicate the request (free return of
goods). The customer service will then provide the buyer with all the
information and label required for the free return. The refund will be credited
to the customer's account within 2–10 days of receipt of the returned goods in
a resellable condition.
Price and procedure for returns
If all
necessary conditions have been met, the buyer will be issued a full refund. All
returns must be processed in accordance with the information and conditions
stated on our Claims and
returns.
In the event of withdrawal from the
purchase contract of an order paid for by a Voucher, the amount paid by the
Voucher is returned in the form of a credit to the customer account of the Buyer
who used the Voucher. If the purchase was paid for with a Voucher and
funds (top-up), the Buyer can decide in what form they want to return the top-up
(to the Buyer's bank account or also in the form of a credit to the customer
account).
Privacy Policy
The protection
and processing of personal data is governed by the following privacy policy.
Customer account cancellation The Buyer shall send the request
for cancellation of the customer account to the Seller at the e-mail address info@alensa.ae. The Buyer may
also request the deletion of the customer account from the Agent via the email
address dpo@alensa.eu.
The account will be cancelled when all transactions are over. A period of 30
days from receipt of the last purchase will be maintained for any legal
withdrawal from the purchase contract. After this period, all personal data of
the Buyer will be deleted if it is no longer needed for the purpose for which it
was collected or if its storage is contrary to the law. Exceptions are the
minimum necessary data that must be retained for legal reasons (e.g. for
accounting purposes). After the expiry of the statutory period, this data will
also be deleted completely.
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.
Customer account The purchase contract is conditional on
customer registration. It is not possible to make a purchase without creating a
User Account (registration). A customer account can be cancelled at the
customer's request. Please send your request to info@alensa.ae or dpo@alensa.eu.
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.
