Exchange & Return Policy
Exchanges and returns must fulfil all of the following conditions:
• Lens boxes must be unopened, undamaged and in re-sellable condition*
• The products must be returned to Alensa no longer than one year from the original purchase date*in compliance with EU health and safety regulations
Do you want to exchange contact lenses for different parameters?
If your prescription has changed or you have inadvertently ordered incorrectly, don’t worry. You can exchange any unopened or undamaged packages by following the procedure outlined below. We will send you the new lenses upon receiving and verifying the condition of the package.
Do you need a different product?
If you would like to order a different brand or product, and the packages are unopened and undamaged, you may also return them to us. Alensa will, in this case, issue a refund, and you are free to make a new order for the desired product(s) at your convenience. Price adjustments will not be made; a complete refund will be issued if the returned products meet our criteria as stated above.
Are you returning for any other reason?
Also, should you wish to return products that you suspect to be faulty, the products must be returned to us, at which time, we will return them to the manufacturer for an official quality check. The original box, as well as any remaining, unopened blister packs, must be returned to us. The products' LOT numbers are printed on this packaging, and this information is essential for the manufacturers to investigate any flaws. In this case, the same return procedure should be followed. If you wish to return a faulty product, it is essential to contact our customer service team first. They will provide you with exact instructions and additional information.
The return of sunglasses and prescription eyeglasses:
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 within 14 days from the date of receipt, 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 possible. 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 completed regardless of shipping status.
How does an exchange or return work?
First, please contact our customer service representatives by phone or email. Our staff can advise if your request meets our exchange criteria and can describe the process in detail for you. Send the unopened and undamaged packages securely to our return address. Please include a proof of purchase issued by Alensa and a note indicating your new prescription information. The cost for this return is the responsibility of the customer.
Dragonara Business Centre
5th Floor, Dragonara Road
Once we confirm receipt of the returned items in re-sellable condition (in compliance with EU health and safety regulations), we will prepare a new order with the correct product(s). Alensa will send the new order free of charge.
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. The refund will be issued automatically to your PayPal account, or to the card from which the payment was made.
How much will this cost?
The customer bears responsibility only 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 exchanging or returning will be covered. Alensa will send you the new lenses at no additional cost.
How long does it take?
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. 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
Please note that the return procedure will take slightly longer when returning glasses in their original and undamaged packaging. This is due to the fact that the authenticity and condition of returned sunglasses must first be thorougly investigated and verified by our main stock.