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
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.com.mt 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.
Credit (bonus money to be used for orders from our shop) will
be added to your user account and will be automatically deducted from your next
order that meets the minimum amount required. Credit cannot be converted into a
money refund.
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
Maltese 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.com.mt 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
- PayPal - 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.com.mt 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 Maltese market. Customers are free to make a request to lower
prices so long as all condition stated on the # 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.com.mt, 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
Notes:
- Delivery is
FREE for orders over 70€
- 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.
Free delivery on
Alensa
Alensa provides free delivery for orders over
€70, before any delivery costs have been applied.
Alensa occasionally
offers free delivery promotions. Special offers and prices are valid as listed
on the Alensa website, in mailing campaigns or on social media at the moment of
purchase. The duration and conditions of each promotion will be clearly stated
at the time of the promotions. These must be respected in order for the
promotion to apply.
Shipment outside Malta
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 #.
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 |
| FedEx | 1–2
business days from shipment date |
| DHL |
1–2 business days from shipment date |
| Fast
Drop | 2–3 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 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.com.mt.
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
(as 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.com.mt 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 (only possible within 60 days of receipt) - 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 and sunglasses come with a warranty of two years in case of
breakage. Otherwise, if you wish to return glasses or sunglasses, this can only
be done within the legal 14-day withdrawal period. 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 can take up to a month,
including shipping time, as we wait on the final result from the producer. Some
lenses may need to be sent abroad for analysis, which can also impact length of
this process. 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.com.mt. 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. It is not
possible for us to accept complaints about glasses if they have not been
properly used according to the user instructions, or if they have been damaged
due to incorrect care for the glasses (e.g. by cleaning the glasses with a cloth
that is not specially designed for cleaning eyeglasses, etc.). Additionally,
damage to the glasses due to exposure to extreme temperatures (e.g. sauna,
heated car, etc.) or aggressive/abrasive substances (hair products, sea water,
etc.) is not eligible for complaints. The warranty on glasses also does not
cover defects caused by normal wear and frequent use. 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.com.mt. 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 Maltese and
European Union law (S.I. no. 343 of 2015). The complaint can be submitted as
detailed in Maltese and European Union law (S.I. no. 343 of 2015).
The
consumer can also submit a complaint online via the European Online Dispute
Resolution platform (ODR platform) - https://ec.europa.eu/…in/index.cfm?…
The definition of ‘consumer’ for the purposes of Alternative Dispute
Resolution covers natural persons who are acting outside their trade, business,
craft or profession. However, if the contract is concluded for purposes partly
within and partly outside the person’s trade (dual purpose contracts) and the
trade purpose is so limited as not to be predominant in the overall context of
the supply, that person should also be considered as a consumer. Alternative
Dispute Resolution shall apply to procedures for the out-of-court resolution of
disputes concerning contractual obligations stemming from sales contracts or
service contracts between a trader and a consumer. Alternative Dispute
Resolution shall apply to long-distance purchase contracts only. Alternative
Dispute Resolution shall not apply to disputes where the value of the claim does
not exceed €20. The ADR entity can apply a nominal fee to the consumer for
filing the complaint which cannot exceed €5 including VAT.
Withdrawal from the Contract
Withdrawal from the purchase 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 .
