Replacement for defective contact lenses
What do I do if my contact lenses are defective ?
Defective daily lenses
If some lenses from your package turn out to be defective, please call us or write us an email. We will then replace the defective lenses free of charge, provided the manufacturer offers individual lenses. If replacement of individual lenses is not possible, we will try to resolve the problem with a voucher, credit note or refund. Please do not send us individual daily disposable lenses for a claim.
Defective monthly lenses
If a lens from your package turns out to be defective, please call us or write us an email. We will then replace the defective lens free of charge. If a replacement of individual lenses is not possible, we will try to solve the problem with a voucher, a credit note or a refund. In individual cases, we reserve the right to send the defective lens to us for inspection. However, we usually try to solve the problem in a simple, customer-oriented and quick manner.
Wearing problems and defects with annual lenses and hard contact lenses
With annual lenses and hard contact lenses, defects, deposits or other wearing problems can occur before the end of the intended service life (12 months), rendering the lens unusable. In retrospect, it is practically impossible to determine the actual cause (handling errors, incorrect lens care, unfavourable tear film, incorrect choice of material or premature material fatigue). Therefore we offer the following regulation.
- for defects that occur within 30 days after receipt of the lens, we assume a material defect and replace the lens to 100%
- for defects that occur in the period of 30 to 60 days after purchase, we replace the lens to 50% of the purchase price.
- in the case of problems occurring later, we cannot provide a replacement, but will gladly offer you an individual discount.
In these cases, please send us the lens in the original container or call us.
Phone: 0711 486868
Mo-Thu 8 - 12 and 13 - 17 o'Clock
Fri 8 - 12 and 13 - 16 o'Clock