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.
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.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
- 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.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 regulationsThe 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)
- TopVue and Gelone
money back guarantee
- Products to be sent for a quality check
The customer is required to follow all guidelines stated on the 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.
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).
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
formonline form, send a properly packaged package to the address provided:
Alensa.com.mt
Dragonara Business Centre
5th Floor,
Dragonara Road
St. Julian’s
STJ 3141
Malta
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.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
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. This is only possible when creating an
online request from the customer account. You can find clear instructions HERE.
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.com.mt. 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.