Terms and conditions


These General Terms and Conditions apply to all the agreements concluded by LensOnline. These conditions prevail over any written or printed terms and conditions of the buyer. By placing an order the buyer declares to agree with the present terms and conditions. Deviations or additions to these conditions shall only be valid if accepted in writing and in advance by LensOnline.

LensOnline NV is member of the Belgian home shopping organisation BeCommerce. This means that our website is checked by an independent organisation in terms of respecting the BeCommerce code of conduct. The BeCommerce code of conduct protects your interests as a consumer. The code of conduct is available on the following website becommerce.be

The offer:

The offer on www.LensOnline.be contains contact lenses, lens solution and accessories.

1. If an offer has a limited validity or is subject to certain conditions, this shall explicitly be mentioned in the offer.
2. The offer contains a full and accurate description of the products, digital content and/or services offered. The description is detailed enough to allow consumers to form a precise and detailed idea of the offer. If the business uses images, these should be faithful representations of the products, services and/or digital content offered. Manifest oversights or mistakes in the offer are not binding for the business.
3. 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 are placed online on the website www.LensOnline.be, by e-mail or by phone. The buyer will receive a confirmation and an overview of his order by e-mail, as well as an overview of the general terms and conditions. All quotes issued by LensOnline on the website are free of commitment. They only become binding when the order is confirmed on the website and after receiving an order confirmation for the order placed by e-mail from LensOnline.


For shipments within the Benelux LensOnline charges an amount of €3.90 per shipment. For shipments outside the Benelux LensOnline charges an amount of €6.00 per shipment. Deliveries are made only after the payment is received. Most products can be delivered from stock. The indicated delivery period is only indicative and not binding. Delays in the delivery can never give rise to a compensation or dissolution of the agreement by the buyer. Neither does the buyer have the right to suspend any of his obligations vis-à-vis LensOnline in that case. In case of force majeure LensOnline either has the choice to cancel the agreement without intervention of the court, or to suspend the time of delivery until the time when the force majeure ceases to exist, without the buyer being entitled to claim any compensation from LensOnline. If the buyer does not meet any one of his obligations vis-à-vis LensOnline pursuant to the agreement, LensOnline will be entitled to suspend any further deliveries and services. The buyer will receive an invoice upon delivery.


The prices of the LensOnline products are mentioned on the website and are guaranteed by LensOnline, except in cases of force majeure. Prices are expressed in euro and are inclusive of VAT 21%. Delivery costs are not included. Please refer to article 3 for shipment costs.


Conditions LensOnline account

1. Customers are allowed to create only one LensOnline-account. By account we mean a combination of one username of e-mail address and password with which access is given to the own LensOnline-account.
2. Discount codes can only be used once per customer/per account. The promo codes cannot be combined with other promotions, do not apply to orders already placed and cannot be exchanged for cash. 


Lens subscription

LensOnline also offers a subscription formula for the purchase of products. The price for the products ordered under the subscription shall be communicated to the buyer prior to concluding the contract. Upon acceptance of this subscription formula, the buyer will be sent the ordered products every three months, with a first delivery a few days after the acceptance of this formula. The first delivery can only take place when the customer has signed the mandate. As soon as the order amount has been transfered, the order will be shipped. Please take 8 business day into account before shipping.

The payment of the goods takes place on a monthly basis, whereby the buyer's account will be debited monthly at the rate of one third of the amount payable for the delivery which takes place every three months. To this end the buyer must confirm a SEPA direct debit mandate in accordance with the payment methods mentioned on the website. When accepting the subscription the buyer agrees to this method and the current terms and conditions. 

When supplier prices rise, LensOnline reserves the right to apply these increases at any time to any deliveries, or partial deliveries, that have not yet taken place. Any price increase will be notified at least 7 days before the delivery by e-mail, in which case the buyer is entitled to terminate the subscription before the next delivery, provided all delivered goods have been paid. If the buyer fails to terminate the subscription before the next order, the subscription will be continued at the adjusted rates. 

Without prejudice to the provisions in relation to the renunciation right in accordance with the General Terms and Conditions, the Subscription is entered into for an indefinite period of time until LensOnline is no longer able to deliver the products to which the Subscription refers. The agreement can be cancelled subject to a notice period of 14 days and provided all delivered products have been paid.

The buyer is entitled to suspend the subscription for a period of maximum 3 months pro year. The suspension starts with the next delivery.
All notifications concerning the subscription,, a.o. the termination, the request for a suspension, changing of products, have to be made by registered mail or by e-mail on the info@lensonline.be address.

As an exception to article 4 no delivery costs will be charged for deliveries in the Benelux. For deliveries outside the Benelux, the usual costs mentioned in article 4 will apply.
Any specifications passed on by the buyer will be taken into account as of the next delivery, provided that these changes were passed on in time, i.e. at the latest 7 days before the next delivery.

In case of non payment or late payment of the invoice or partial payment thereof, whether or not through an ongoing SEPA direct debit mandate, a fixed administrative reminder costs of € 10 shall be charged without prior notice.

In addition, in case of non payment or late payment of the invoice or partial payment thereof, whether or not through an ongoing SEPA direct debit mandate, an indemnification of 15% with a minimum of €75 shall be applied without notice and by mere action of the law. An interest of 1% per month will be charged on the resulting increased amount. Furthermore, in case of late payment, the buyer will also be responsible for all collection and recovery costs stemming from it.

In so far as no explicit deviations are made in the present article, the other provisions of the general conditions also apply to the subscription formula.

Take into account that promo codes are not combinable with subscriptions 


LensOnline Club

Receive €10 discount on your next purchase when recommending LensOnline. As soon your friend's first order has been paid we will add €10 credit to your account.

Moreover your friends will benefit from a nice welcome discount on their first order.

A real win-win situation for everyone!

- The credit is not redeemable in cash;
You can spend maximum €20 credit per order;
- Minimum order value has to be €50;
-  Combinable with other promotions;
Not valid on lens check-ups;
- You can collect maximum €100 credit;
Only valid when your friend is not yet a LensOnline customer;
- The €10 discount will be added to your account as soon as your friend has paid his order.



Payments are made online, by transfer or in cash at one of our branches. Online payments are secured and take place on a secure server. In case of payment by transfer the products will be delivered once the payment is received. More information about payments is available on www.ogone.be. The buyer is not authorised to reduce the purchase price by any amount of a counterclaim he may have on LensOnline. Set-offs are therefore excluded. Discounts shall not be accepted, unless explicitly indicated otherwise on the website.


Complaints in relation to the non-conformity of the delivery and visible defects shall be reported immediately at the time of delivery in writing or by e-mail. Failing to do so shall make any complaint inadmissible. Complaints based on hidden defects of the delivered items or the services provided or on the basis of hidden non-conformities shall be reported by means of registered letter within 14 days of discovering the defect. Failing to do so within this time frame shall make the complaint inadmissible. Lodging a complaint does not relieve the buyer of his payment obligations. A return shipment must be carriage paid and without costs for LensOnline and shall only be accepted by LensOnline if prior written approval was granted.

Our contact details:
LensOnline NV
Kasteleinsstraat 11
9150 Kruibeke


When suspecting possible counterfits, consumers can get tips and advise via the European Consumer Center Belgium and chech the validity of our website. If a consumer suspects counterfits, he or she can always register a complaint via this official reporting system.

Settlement of disputes

In case of an out-of-court settlement of the dispute the Consumer Mediation Service of the Federal Government is competent to receive applications for out-of-court settlements of consumer disputes. It will either handle the request internally or forward it to another qualified entity. The Consumer Mediation Service can be reached on this link: www.consumentenombudsdienst.be/en . For cross-border disputes you can also address the Online Dispute Resolution platform of the European Union via this link: https://ec.europa.eu/odr

Liability - warranty:

LensOnline delivers the products based on the data provided by the buyer to LensOnline. LensOnline assumes that the buyer’s eyes are regularly, and preferably every six months, checked by an ophthalmologist or contact lens specialist. By accepting these general terms and conditions when the 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 agrees to read the instructions and conditions of use of the manufacturer prior to the use of the products and, in case of doubt, to 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.

Personal information:

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 these 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 are used for direct marketing applications. The data will not be made available to third parties.

Returns / right of withdrawal:

In accordance with book VI of the Belgian Economic Law Code and the information and protection of consumers, the buyer has a right of withdrawal. All non-personalised items (spheric, toric and multifocal contact lenses) can be returned by the buyer, without stating a reason, within fourteen working days after receiving the order. In this case the buyer will notify LensOnline of his intention to return the product, within three days. Any shipment instructions provided by LensOnline shall be strictly observed. The buyer will receive a refund of the purchase price of the product within two weeks after the returned goods arrived back, provided LensOnline received the goods with adequate postage and within the set time limit. No refunds can be claimed if the product has been used, if the packaging is damaged or the order was opened and/or not returned in the original packaging. Fourteen days trial period does not apply to personal products, including toric or personal lenses (hard lenses, year lenses, etc.) which are made especially for the buyer.
Click here for a European standard withdrawal form.

Return address: LensOnline NV, Kasteleinsstraat 11, 9150 Kruibeke


After-sales service: Kasteleinsstraat 11, 9150 Kruibeke– 03 / 212 28 28. Mail: info@lensonline.be. LensOnline ® is a registered trademark and an initiative of LensOnline NV – VAT BE0536.230.450 – Account no.: BE87 0968 9995 3994-


Applicable law:

These general terms and conditions and the agreement are governed by Belgian law. The courts of the legal district of Antwerp have exclusive jurisdiction.

Print version of our general terms and conditions:

Click here for the link to a printed version of our general terms and conditions: CLICK HERE.