Terms of service

1. Who we are

Lensswitch is operated by Articles & Opticals B.V., registered at Frederiklaan 213, 5616 NG Eindhoven, The Netherlands, with Chamber of Commerce number 88735974. VAT identification number: NL002265905B14. You can contact us at info@lensswitch.nl or +31 (0)20 244 5301. Our correspondence address is Frederiklaan 213, 5616 NG Eindhoven, The Netherlands.

Our return address is: Lensswitch / Articles & Opticals B.V., Frederiklaan 213, 5616 NG Eindhoven, The Netherlands. For returns, withdrawal notices and complaints, contact info@lensswitch.nl, preferably quoting your order number.

2. Our products and your order

We produce the ordered eyewear and lenses for each order. We cut, finish and fit the lenses for the agreed configuration. The product page and your order overview state whether you are buying lenses only or complete eyewear. A demonstration frame shown in an image is included only if this is expressly stated.

Check your colour, shape, finish, coating, frame and any prescription details before ordering. We confirm your order by email. We agree any missing technical information with you before production. We carry out additional work or changes involving an additional charge only after you have agreed to that charge.

Product images show the configuration; screen settings and lighting may affect how colours appear. This does not limit your right to a product that matches the agreed characteristics.

3. Price, payment and delivery

Consumer prices include VAT. Selected additional charges and any shipping costs are shown before you instruct payment. The total payable appears in checkout. You pay using an offered payment method.

Within the Netherlands, eyewear without prescription lenses is delivered within 3 to 5 working days. For eyewear with prescription lenses, delivery within the Netherlands takes 10 to 14 working days. If we need your own frame or additional measurements, we clearly explain how this affects the timeframe. We inform you of delays. Your statutory rights concerning late delivery remain unaffected.

4. Your own frame and information

Provide the requested frame and prescription information carefully. Before production, we check whether the agreed configuration is technically feasible. If a frame proves unsuitable or damaged, we first discuss the options. Additional costs are not incurred without your agreement. These terms do not exclude our liability for our own errors when working on or fitting your frame.

5. Individual customisation and withdrawal rights

We make our lenses to order for your frame and selected specifications. The statutory right of withdrawal does not apply to non-prefabricated products made to your individual specifications or clearly personalised for you, where the legal exception applies. This may include lenses individually manufactured to your prescription, personal measurements or individually measured frame contour. We explain before purchase when an order falls within this exception. Making a product after receiving an order, cutting lenses or selecting predetermined options does not, by itself, establish this exception. The actual individual specifications and manufacturing process determine whether the exception applies. Your rights concerning defects, incorrect delivery and products that do not conform to the contract remain unaffected.

Separate standard accessories, such as a case or Care Kit, do not lose their statutory withdrawal rights merely because they are purchased together with personalised goods.

6. Where a statutory right of withdrawal applies

This section applies only where the law gives you a right of withdrawal. It does not create a change-of-mind return right for personalised products covered by the statutory exception described above.

For eligible online purchases, you may withdraw without giving a reason within 14 days after the day you or a third party nominated by you, other than the carrier, receive the goods. Where one order is delivered in separate deliveries, the period runs from receipt of the last product. You may also withdraw before delivery. Notify info@lensswitch.nl or send another clear statement of withdrawal. Prior permission is not required. You may use the optional model withdrawal form below. Send the goods back to our return address within 14 days after notifying us and keep proof of dispatch.

You may inspect and try the goods as you would in a shop. Original packaging is not an absolute condition for exercising your statutory rights. Only a legally permitted deduction for diminished value caused by handling beyond what is necessary to assess the goods may be made, where the required information has been provided.

You pay the direct return shipping costs for ordinary withdrawal, provided we clearly informed you of this before purchase. Otherwise, these costs are ours.

We refund the amounts paid for the withdrawn goods within 14 days after receiving your withdrawal notice. For withdrawal from the entire order, we also refund the cost of our least expensive standard outbound delivery. For partial withdrawal, outbound delivery costs are refunded where legally required. The surcharge for a more expensive delivery method you selected is not refunded. We may withhold the refund until we receive the returned goods or proof that you sent them back, whichever is first. Refunds use the same payment method unless expressly agreed otherwise, without refund fees. No fixed manufacturing, cutting or administration charge is deducted from a valid statutory withdrawal.

7. Changing or cancelling individually personalised orders

If you wish to change or cancel an individually personalised order for which no statutory withdrawal right applies, contact us promptly. We will discuss what remains possible and agree any associated costs with you before proceeding. There is no automatic fixed cancellation penalty. This does not limit any statutory right you may have because we have failed to fulfil the contract.

8. Conformity and complaints

You are entitled to goods that conform to the contract, including personalised goods. Report a problem to info@lensswitch.nl, preferably with your order number and a description. Photos can help us assess a problem but are not an absolute condition for statutory protection. We provide an initial response to complaints within two working days. Where we are legally responsible for a defect, we provide the remedy required by law, such as free repair or replacement, including necessary return costs. A price reduction or termination is available where the legal conditions are met. Statutory rights are not restricted to a fixed commercial warranty period.

Original packaging is not an absolute condition for statutory protection. Normal wear or incorrect use is not automatically a product defect; we assess this according to the circumstances.

9. Applicable law

Dutch law applies to the contract. This does not remove any mandatory consumer protection that applies to you. You retain access to the court that has jurisdiction under the law. We do not exclude statutory consumer rights or liability that cannot lawfully be excluded.

Optional model withdrawal form

Complete and return this form only if you wish to withdraw from a contract for which a statutory right of withdrawal applies.

To: Lensswitch / Articles & Opticals B.V., Frederiklaan 213, 5616 NG Eindhoven, The Netherlands; info@lensswitch.nl.

I/We hereby give notice that I/We withdraw from my/our contract for the sale of the following goods:

• Goods: ____________________
• Ordered on / received on: ____________________
• Name of consumer(s): ____________________
• Address of consumer(s): ____________________
• Signature of consumer(s), only if this form is sent on paper: ____________________
• Date: ____________________