The general terms and conditions are applicable on all agreements made by LensOnline. They preceed all written or printed conditions of the buyer. By placing an order the buyer declares to agree with the present terms and conditions. Deviations or additions shall only be valid if accepted in writing by LensOnline. LensOnline is a member of Becom.Digital. This means our website is checked in full by external organisations in terms of security, legality, code of conduct, etc. to ensure the rights of the consumer are protected.
The offering of LensOnline consists of contact lenses, lens solutions, accessories and contact lens related services. If an offer has a limited validity or is subject to certain conditions, this shall explicitly be mentioned in the offer. The offer contains a full and accurate description of the product, digital content and/or services. The description is detailed enough to allow consumers to form a precise and detailed idea of the offer. Any images used are a faithful representation fo the products and/or digital content offered. Manifest oversight or mistakes in the offer are not binding for LensOnline. Every offer contains the information required to make it clear to consumers which rights and obligations are connected to the acceptance of the offer.
Orders can be initiated on various channels but eventually result in an order placed on the website of LensOnline. The buyer will receive a confirmation and an overview of the order by e-mail. All quotes issued by LensOnline are free of commitment and only become binding when the order is confirmed and the order confirmation is provided.
LensOnline charges a delivery fee for all deliveries other than deliveries to a LensOnline partner. The fees are calculated during the checkout proces and are based on the products ordered and the delivery address provided by the buyer. Although most products can be delivered from stock, the indicated delivery period is not binding. Delays in delivery can never give rise to a compensation or dissolution of the agreement or suspend any obligations of the buyer towards LensOnline. In case of force majeure LensOnline has to choice to cancel the agreement without intervention of the court or to suspend the time of delivery until the force majeure ceases to exist, without the buyer being entitled to claim compensation. Should a buyer not meet the obligations towards LensOnline, LensOnline will be entitled to suspend any further deliveries, digital content and/or services.
Payments can be made online, by transfer or at any of the LensOnline partner opticians. Online payments are secured and take place on an external secured server of a specialized online payment partner. In case of payment by transfer, products will be delivered only when the payment is received. The buyer is not authorized to reduce the purchase price by an amount of a counterclaim that may exist towards LensOnline.
Complaints in relation to the non-conformity of the delivery and visible defects must be reported immediately at the time of delivery in writing or by e-mail. Failing to do so shall make the complaint inadmissible. Complaints on hidden defects of the delivered items or services provided or on the basis of hidden non-conformities must be reported in writing or by e-mail within 14 days of discovering the defect. Failing to do so shall make the complaint inadmissible.
Lodging a complaint does not relive the buyer of payment obligations.
A return shipment must be carriage paid and without any cost for LensOnline and shall only be accepted if prior approval was granted in writing or by e-mail.
Our contact details are: LensOnline
att Customer Service Department
Kasteleinstraat 11
9150 Kruibeke
BE0536.230.450
info@lensonline.be
When suspecting possible counterfits, consumers can get tips and advice via the Consumer Connect platform of Belgium and check the validity of our website. The official reporting systems allows for consumers to make complaints.
In case of an out-of-court settlement the Consumer Mediation Service of the Federal Government is competent to receive applications via their website. For cross-border disputes the Online Dispute Resolution platform of the Euopean Union can be addressed.
LensOnline delivers products based on data provided by the buyer and assumes that the buyer's eyes are regurarly, preferably every six months, are check by an ophthalmologist or contact lens specialist. By accepting these general terms and conditions when an order is placed, the buyer explicitly confirms that the above is the case.
The quality and usability of the products delivered by LensOnline is indicated on the manufacturer's CE product information. The products delivered by LensOnline are contained in the manufacturer's packaging. The buyer agress to read the instructions and conditions of use of the manufacturer prior to the use of products and, in case of doubt, contact the manufacturer before using the products. LensOnline is not responsible for any technical defects in the packaged goods or incorrect information in the manufacturer's conditions of use.
LensOnline is not responsible for the tolerance and suitability of the products and the possible negative consequences resulting from their use for the eye. Neither can LensOnline be held responsible for a defect or damage due to inadequate care, insufficient specialised follow-up, incorrect observance of the instructions and conditions of use provided by the manufacturer or inattentiveness or carelessness.
LensOnline offers some its products in a subscription format. The buyer can, depending on the products choose a delivery every 3 or 6 months, depending on the products. The products are delivered first and paid in monthly terms after. After the last payment of the order a new order is created automatically on behalf of the buyer with an identical payment scheme.
The subscription starts at the moment of electronic acceptance of LensOnline. LensOnline can refuse a subscription without justification. The subscription can be cancelled at any time by both parties with a 30 day notice period and payment in full of products delivered.
A subscription can be paused for a duration of 3 months per year. Pausing a subscription delays the next planned delivery.
The first delivery of a subscription happens after the acceptance of the payment mandate provided by the buyer and consequently every 3 or 6 months after that.
LensOnline reserves the right to change the price of a subscription with every new delivery to accomodate for supplier price increases or operating cost price increases. Price adaptations do not automatically stop a subscription.
Subscriptions are paid monthly via automatic debit of the provided payment method upon starting a subscription.
In the event of non-payment or late payment a fixed administrative fee of €25,00 will be charged without prior notice of default. The buyer will be responsible for all collection costs.
In the event of non-payment or late payment delivery will be suspended until full payment of the outstanding balance, including costs and interests.
Changes in products or product parameters are applied on the next planned delivery with a notice period of 30 days.
Delivery of a subscription order is free of charge for deliveries within the Benelux.
The personal information provided by the buyer in the context of an order placed at LensOnline will be saved in an automated customer file. This information can be used by LensOnline for the purpose of publicity, providing information to the buyer and order follow-up. the buyer can request LensOnline to consult this data and ask that they be removed or adapted. To this end the buyer can contact the customer service. The buyer is entitled to object to the fact that the data is used for direct marketing applications. The data will not be made available to third parties.
In accordance with book VI of the Belgian Economic Law and the information and protection of consumers, the buyer has a right of withdrawal. All non-personalised items (spheric, toric and multifocal contactlenses) can be returned by the buyer without stating a reason within 14 days after receiving the order. The buyer will notify LensOnline of the intention to return the product within 3 days.
Shipment instructions provided by LensOnline must be strictly adhered.
The buyer will receive a refund of the purchase amount of the product within 2 weeks after the products are returned, provided LensOnline received the products with adequate postage and within set time limit. No refund can be claimed if the product has been used, if the packaging is opened or damaged or if not returned in the original packaging.
The 14 day trial period does not apply to personal products, including toric or personal lenses (hard lenses, year lenses, etc.) which are made specifically for the buyer.
Download the European standard withdrawal form.
Return address: LensOnline
att Customer Service
Kasteleinstraat 11
9150 Kruibeke
These general terms and conditions and the agreement are governed by Belgian law. The courts of the legal district of Antwerp have exclusive jurisdiction.
