Exchange & Return Policy
Exchanges and returns must fulfil all of the following conditions:
• Lens boxes or other packages must be unopened, undamaged and in re-sellable condition*
• The products must be purchased from Alensa.co.uk no longer than one year from the original purchase date*in compliance with EU health and safety regulations
Do you want to exchange 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.co.uk 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?
The return procedure also applies to the money-back-guarantee on TopVue products. Please follow the same procedure in this case.
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.
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 London return address. Please include a proof of purchase issued by Alensa.co.uk and a note indicating your new prescription information. The cost for this return is the responsibility of the customer.
15–17 Caledonian 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.co.uk 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. If you are expecting a refund to your bank account, please include all necessary information for us to make the transfer. If you have paid online, the refund will be issued automatically to your PayPal account, or 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.co.uk does not provide a prepaid option for returns of products ordered incorrectly or no longer needed. However, if Alensa.co.uk is deemed to be at fault as the seller, any costs for exchanging or returning will be covered. Alensa.co.uk will send you the new lenses at no additional cost.
How long does it take?
Alensa.co.uk 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.