- NATIONWIDE DELIVERY
- Free shipping for orders over R900
- medical aid approved
1.1. At Lensify, we aim to make ordering contact lenses online simple, reliable and transparent.
1.2. This Shipping, Delivery & Returns Policy explains how Lensify handles order processing, delivery, returns, refunds and cancellations.
1.3. This policy should be read together with our Terms & Conditions and Privacy Policy.
2.1. Lensify delivers to residential and business addresses within South Africa.
2.2. Lensify does not currently offer international shipping unless expressly stated otherwise on the website.
3.1. Orders are generally processed within 1 to 2 business days after payment has been confirmed and all required order information has been received.
3.2. Prescription contact lens orders are subject to clinical review, validation and dispensing by On2Sight Optometrist from its physical practice before the order is released for courier delivery.
3.3. Processing times may be extended where:
a) prescription information is missing, incomplete or cannot be verified
b) stock is not immediately available
c) supplier lead times apply
d) additional customer information is required
4.1. A valid contact lens prescription is required before prescription soft contact lenses can be approved and dispensed.
4.2. Prescription information submitted with an order must be accurate, complete and current.
4.3. Orders requiring prescription verification may be delayed until valid documentation is received.
4.4. If a prescription cannot be verified, or if the prescription information submitted is incomplete, inconsistent or outdated, Lensify and/or On2Sight Optometrist reserve the right to delay, decline, cancel or refund the order.
4.5. Prescription contact lens orders placed through Lensify are clinically reviewed, validated and dispensed by On2Sight Optometrist from its physical practice before approved orders are released for delivery.
5.1. Estimated delivery times are as follows:
a) major cities: 1 to 3 business days
b) outlying and rural areas: 3 to 5 business days
5.2. Delivery timeframes are estimates only and are not guaranteed.
5.3. Delivery times may vary due to:
a) stock availability
b) supplier lead times
c) prescription verification requirements
d) courier delays
e) public holidays
f) weather, unrest, strikes or other events outside our reasonable control
6.1. Free shipping applies to orders over R900, unless otherwise stated on the website.
6.2. Orders below the free shipping threshold will incur a delivery fee of R89, unless otherwise stated.
6.3. Any delivery fee payable will be displayed at checkout before payment is completed.
6.4. Shipping fees are non-refundable once an order has been dispatched, unless otherwise required by law or where the return is due to an error on our part.
7.1. Where tracking is available, a tracking link or reference will be provided once the order has been dispatched.
7.2. Lensify will take reasonable steps to assist with order tracking and delivery queries, but delivery remains dependent on the relevant courier provider once the parcel has been handed over.
8.1. Customers are responsible for ensuring that the delivery address, contact number and any relevant delivery instructions provided at checkout are accurate and complete.
8.2. Lensify will not be responsible for delays, failed deliveries or additional charges arising from incorrect or incomplete customer information.
8.3. Risk in the goods passes to the customer upon delivery to the address provided in the order.
8.4. Customers should inspect delivered goods as soon as reasonably possible after receipt.
9.1. Where medical aid information is provided with an order, Lensify may use that information for invoicing and reimbursement support purposes.
9.2. The inclusion of medical aid information does not remove the need for prescription verification and lawful dispensing requirements to be met.
9.3. Lensify and On2Sight Optometrist do not guarantee that any medical aid will reimburse all or part of an order.
10.1. Returns for change of mind are only accepted for unopened and sealed products returned within 7 days of delivery.
10.2. Returned items must be:
a) unused
b) in their original packaging
c) in a resalable condition
10.3. Return shipping costs for change-of-mind returns are for the customer’s account unless otherwise required by law.
10.4. Lensify reserves the right to decline a return where the item does not meet the above conditions.
11.1. If you receive an incorrect, damaged or defective item, you must contact Lensify within 48 hours of delivery.
11.2. We may request:
a) your order number
b) a description of the issue
c) clear photographs of the product and packaging
11.3. Once reviewed, Lensify may offer a replacement, exchange, refund, store credit or another appropriate remedy depending on the circumstances and applicable law.
12.1. The following items are generally not eligible for return:
a) opened or used contact lens boxes
b) trial or sample lenses
c) clearance or promotional items, unless defective or required by law
d) products damaged due to misuse or improper handling
e) prescription products that have been dispensed, opened, used, tampered with or specially ordered, unless required by law
13.1. If you experience discomfort, irritation, redness, discharge, blurred vision, lens intolerance or any other possible eye-related concern after receiving your order, stop wearing the lenses immediately.
13.2. Customers should contact Lensify promptly so the matter can be referred to On2Sight Optometrist for follow-up where appropriate.
13.3. Lensify does not provide emergency eye care or professional medical advice through the website.
14.1. Approved refunds will generally be processed within 5 to 10 business days after the returned item has been received and inspected, or after the refund has otherwise been approved.
14.2. Refunds will be issued to the original payment method where possible.
14.3. Delivery fees are non-refundable unless:
a) the return is due to an error on our part
b) the product is defective
c) a refund of the delivery fee is otherwise required by law
15.1. Orders may be cancelled before approval, dispensing or dispatch, subject to operational status.
15.2. Once a prescription order has been clinically approved, dispensed or specially ordered, cancellation may no longer be possible.
15.3. Once an order has been dispatched, it may no longer be cancelled and will instead be subject to this policy and any applicable law.
16.1. Where a promotional offer includes free shipping, discounted shipping or another delivery-related benefit, that offer applies only to qualifying orders and only under the stated promotional conditions.
16.2. If an order placed under a promotional offer is cancelled, refunded in part, returned in part, or amended so that it no longer qualifies for the promotional shipping benefit, Lensify reserves the right to reverse, remove or recalculate that benefit.
17.1. This policy is intended to align with applicable South African consumer protection laws.
17.2. Nothing in this policy limits, excludes or replaces any statutory rights you may have under applicable law.
18.1. For questions regarding shipping, delivery, returns, refunds or your order, please contact Lensify at:
Email: support@lensify.co.za
Website: https://lensify.co.za
18.2. For prescription verification and dispensing-related matters, assistance may also be provided through On2Sight Optometrist.
