Last updated on 31/03/2026
LensOnline BV, Kasteleinsstraat 11, 9150 Kruibeke, registered in the Crossroads Bank for Enterprises in Ghent, Dendermonde division, under number 0536.230.450.
Phone number: 03 212 28 28. Available on working days from 9:00 AM to 5:00 PM.
Email address: info@lensonline.be
These general terms and conditions apply to all offers from LensOnline to consumers as well as to all agreements concluded between LensOnline and consumers regarding the purchase of its products or services. They take precedence over all written or printed terms of the buyer. By placing an order, the buyer agrees to these general terms and conditions. Deviations or additions are only valid if expressly accepted in writing by LensOnline.
LensOnline is a member of Becom.Digital. This means that our website has been fully reviewed by external organizations in terms of security, legality, and code of conduct to protect consumer rights.
LensOnline’s offer consists of contact lenses, lens solutions, eye care products, accessories, and lens-related services. If an offer has limited validity or is subject to conditions, this will be explicitly stated in the offer. The offer includes a complete and accurate description of the product, digital content, and/or services.
The description is detailed enough to allow consumers to form an accurate and precise understanding of the offer. Any images used are a true representation of the offered products and/or digital content. Apparent mistakes or errors in the offer do not bind LensOnline. Each offer contains the necessary information to make it clear to consumers what rights and obligations are attached to the acceptance of the offer.
Orders can be initiated through various channels but ultimately result in an order placed on the LensOnline website. All offers made by LensOnline are non-binding and only become binding when the buyer receives an order confirmation via email. This confirmation includes an overview of all order-related information.
To purchase a product, the buyer follows these steps:
LensOnline charges delivery costs for all shipments, except for deliveries to a LensOnline optician. A list of all LensOnline partners and their addresses is available on our website. The delivery costs are calculated during the ordering process and are based on the ordered products and the provided delivery address.
Although most products are available from stock, the indicated delivery time is not binding. Delays in delivery can never give rise to compensation, termination of the agreement, or suspension of any obligations of the buyer towards LensOnline. In case of force majeure, LensOnline has the option to cancel the agreement without judicial intervention or to suspend the delivery time until the force majeure ceases, without the buyer being entitled to compensation. If a buyer fails to meet their obligations towards LensOnline, LensOnline has the right to suspend further deliveries.
The maximum delivery period is 30 days. If your product cannot be delivered within this period or within the delivery timeframe indicated at the time of ordering, our customer service will inform you accordingly.
Delays may exceptionally occur and may in certain cases be beyond our control.
The prices of products and services are stated on the website and, except in cases of force majeure, are guaranteed by LensOnline. Prices are stated in euros and include 21% VAT. Delivery costs are not included.
Discount codes or promotions do not apply to already placed orders and, unless expressly stated otherwise:
(i) Can only be used once per customer and per account.
(ii) Cannot be combined with other promotions.
(iii) Cannot be exchanged for cash.
Payments can be made online, by bank transfer, or at a LensOnline optician. Online payments are secured and take place via an external secured server of a specialized online payment partner.
In case of payment by bank transfer, the products will only be delivered once the payment has been received in LensOnline’s account. The buyer is not entitled to offset the purchase price with any counterclaim against LensOnline.
Customers may only create one LensOnline account per person.
LensOnline applies the minimum legal warranty period of two years for delivered goods, if they are not in accordance with the placed order or if they show defects. This means that in the case of defects or issues, a free repair or replacement is possible up to two years after delivery.
The buyer has two months from the discovery of the defect to report it to LensOnline.
A return shipment must be sent free of charge for LensOnline and will only be accepted after prior written or email approval.
Contact details for complaints and returns:
LensOnline BV, Attn: Customer Service
Kasteleinsstraat 11
9150 Kruibeke
In accordance with the Belgian Code of Economic Law, the buyer has a right of withdrawal. All non-personalized items can be returned by the buyer without giving any reason within 14 days after receiving the order.
The return instructions provided by LensOnline must be strictly followed.
If the right of withdrawal is correctly exercised and LensOnline has received the products in good condition within the set deadline, the full purchase amount (including any delivery costs paid by the buyer) will be refunded within two weeks after the products have been returned. The refund will always be made using the same payment method that was used by the buyer.
No refund can be requested if:
• The product has been used.
• The packaging has been opened or damaged.
• The product has not been returned in its original packaging.
The right of withdrawal does not apply to personalized items (such as spherical, toric, and multifocal contact lenses or custom lenses like rigid lenses and yearly lenses).
The buyer can use the withdrawal form available.
Return address:
LensOnline
Attn: Customer Service
Kasteleinsstraat 11
9150 Kruibeke
LensOnline offers certain products as a subscription. The buyer can choose a delivery every 3 or 6 months. Products are delivered first and then paid monthly. After the last payment of the order, a new order will automatically be created on behalf of the buyer with an identical payment schedule.
The subscription starts upon electronic acceptance by LensOnline. LensOnline may refuse a subscription without justification. The subscription can be canceled at any time by both parties with a 30-day notice and full payment of delivered products.
A subscription can be paused for a maximum of three months per year. Pausing a subscription delays the next scheduled delivery.
The first delivery of a subscription takes place after acceptance of the payment mandate provided by the buyer, followed by deliveries every 3 or 6 months.
LensOnline reserves the right to adjust the price of a subscription with each new delivery to account for supplier price increases or rising operational costs. Price adjustments do not automatically terminate a subscription.
Subscriptions are paid monthly via automatic debit from the payment method provided at the start of the subscription.
In case of non-payment or late payment, a fixed administrative fee of €25.00 will be charged without prior notice. The buyer is responsible for all collection costs.
In case of non-payment or late payment, delivery will be suspended until the full outstanding balance, including costs and interest, is paid.
Changes to products or product parameters will be applied to the next scheduled delivery with a 30-day notice period.
Subscription orders are delivered free of charge within the Benelux.
The personal data provided by the buyer when placing an order with LensOnline is processed in an automated customer database in compliance with applicable legislation.
This information may be used by LensOnline for advertising purposes, providing information to the buyer, and order tracking. The buyer may request access to their data and ask for its deletion or modification. To do so, the buyer can contact customer service.
The buyer has the right to object to the use of their data for direct marketing purposes. For more information, please refer to the Privacy Policy available on our website.
Any dispute will be submitted to a Belgian court and will be subject to Belgian law.
Disputes between the buyer and LensOnline regarding the conclusion or execution of agreements concerning products and services delivered by LensOnline can, with due observance of the following, be submitted by the customer to Becom.Digital.
A dispute will only be handled by the Dispute Commission if the consumer has first submitted their complaint to LensOnline within a reasonable timeframe. LensOnline is bound by the consumer’s choice to submit a dispute to Becom.Digital. Becom.Digital makes a ruling under the conditions established in its Internal Regulations.
The buyer can contact Becom.Digital via the complaints form.
For out-of-court dispute resolution, the Consumer Mediation Service of the Belgian government is competent to receive any request for out-of-court consumer dispute resolution. It will either handle the request itself or forward it to a qualified entity.
The buyer can contact the Consumer Mediation Service.
In the case of cross-border disputes, the buyer may also use the European Union’s Consumers Redress platform.