ORDER TERMS & CONDITIONS

Order Policy

  • Upon paying for any order, you shall automatically confirm that you have received a valid prescription from your Optometrist.

  • It is the patient’s responsibility to follow all guidelines and instructions for the care of their product as advised by either the insert leaflet or on the product packaging.

  • We attempt to be as accurate as possible. However, we do not warrant that product descriptions or other content of this site is accurate, complete, reliable, current, or error-free. If a product offered is itself not as described, your sole remedy is to return it in its unused condition by following our returns policy as per below.

Prescription required​ with every order


We require a valid prescription for every order. The chances are that we already have your script on our side and then no further action is required.

If you are not a patient of Oxia Optical and if you don’t have a copy of your prescription on hand, you can still order contact lenses from us. After you submit your order we will contact you to verify or obtain your prescription information. 

 

To find the correct information for your contact lens order, just look on one of your contact lens boxes. Your contact lens box will have a brand name and your prescription information.

We are required by law to verify your prescription with your health care professional.  This helps to ensure that we provide you with the correct contact lenses in your order.

Delivery Policy

It may take up to 48 hours to process your order as we have to verify your script. Delivery is usually anywhere from 1-7 business days, however suppliers are sometimes out of stock and the delivery may then take a bit longer, we will endeavour to communicate any delays with you.

Made to Order products:


Delivery within 2-4 weeks. As this product is made to order, we are dependant on the delivery times from the manufacturer. We will endeavour to communicate any delays with you and commit to getting your order to you as soon as we can.

We only ship to Major centres with a courier service. This includes any destination within a 50 km radius of the following cities: Johannesburg, Pretoria, Cape Town, George, East London, Port Elizabeth, Durban, Pietermaritzburg, Bloemfontein and Nelspruit. 

 

If you are unhappy with the courier service experienced, we kindly ask you to contact us and to elaborate on the topic, we would then forward you discontentedness to the service provider and put you in touch with them directly.

Cancellations

For cancellations, please e-mail info@oxia.co.za or click the button below

  • Orders may be cancelled within 24 hours

  • No cancellations after order has been dispatched, please refer to returns below

  • Should a refund be requested for a cancellation, note that it may take a minimum of 7 days for the refund to be processed and reflect in your account

  • In the event a “Made to Order” product was ordered, we regrettably inform you that it shall not be possible to cancel such order/s once the manufacturer has been asked to start production

Returns & Exchanges

For all exchanges and returns, please email info@oxia.co.za or click the button below

  • Exchanges are within 30 days of ordered date. The patient is liable for returning the product for an exchange and will note that all courier fees for the exchange is for the patient's account

  • We accept return and exchanges, as long as the contact lenses are sealed in their original packaging without any damage to the packaging

  • For exchanges, we will issue credit vouchers of the original purchase value, which will be redeemable against your new order

  • Should the incorrect product be dispatched or the product is damaged or defective, then we will happily arrange collection from the patient and send a new replacement order at no additional fees. The patient should immediately (within 24 hours) inform Oxia Optical upon receiving a defect or damaged product

  • Regret, no “Made to Order” product/s can be returned or exchanged, unless the product is damaged or defective and the patient had informed Oxia Optical within 24 hours of receiving the order

  • The product is still solely the patient's responsibility until we have signed the delivery receipt from whatsoever organisation the patient used for the return. We suggest that patients courier the return with a reputable courier service

Refunds & Goodwill Refunds

For refunds, please email info@oxia.co.za or click the button below

  • Refunds are within 10 days of ordered date. The patient is liable for returning the product for a refund and will note that all courier fees for the return is for the patient's account

  • Refunds are possible as long as the contact lenses are sealed in their original packaging without any damage to the packaging

  • Should a refund be requested for a defect or damaged item, note that it may take a minimum of 7 days for the refund to be processed and reflect in your account. The patient should immediately (within 24 hours) inform Oxia Optical upon receiving a defect or damaged product

  • Goodwill refunds will be less the courier charges and less a 10% handling fee

  • Regret, no refunds on “Made to Order” product/s, unless the product is damaged or defective and the patient had informed Oxia Optical with 24 hours of receiving the order

  • The product is still solely the patient's responsibility until we have signed the delivery receipt from whatsoever organisation the patient used for the return. We suggest that patients courier the return with a reputable courier service

Please Address all returns to:

Oxia Optical

The Point Mall 

Suite 701A,

76 Regent Road,

Sea Point

Cape Town

8005

Need a courier for your return?​ We suggest using Aramex Store-to-Door Courier service, where you can buy a courier sleeve for R99 from a Pick 'n Pay or Checkers store, fill our delivery address and drop the item in their provided box.

Visit www.aramex.co.za to find your closest drop box.

Online Payments

All online order payment are processed through PayFast, which offers multiple payment options that instantly notifies us of your payment. All of the following options are available to you, to pay for your order:

Credit or Cheque Cards

Pay via your VISA, MasterCard credit or cheque cards

Instant EFT

Instant EFT allows online shoppers with access to internet banking to make an Electronic Funds Transfer (EFT) that gets instantly verified by PayFast

Zapper

Pay using the 'scan to pay Zapper app by clicking on the Zapper tab and following the instructions.

Learn more here: https://www.payfast.co.za/features/payment-methods

Unfortunately we currently do not accept online payments with Diners or American Express cards.

Secure payment processing with PayFast

  • All our online transactions are processed safely and securely with PayFast, used and trusted by many well known national and international organisations

  • PayFast is committed to keeping you and your information secure. PayFast has a multitude of checks in place to protect both buyers and sellers from fraudulent transactions

  • PayFast use Extended Validation SSL with 2048-bit encryption, the highest level encryption available

  • PayFast is PCI-DSS Level 1 Compliant

  • 3D Secure is in place for all credit card transactions. 3D Secure is an extra layer of security in using your credit card for online transactions

  • All sensitive info is encrypted within PayFast's own database

  • PayFast runs penetration testing on their system on a weekly basis to look for vulnerabilities

  • PayFast's entire site, blog and help site are served off secure servers, making it harder to perpetrate phishing attacks

  • PayFast has an excellent monitoring system that does, among other things: GEO IP tracking, velocity testing, BIN/IIN validation and checks against online database

  • Learn more here: https://www.payfast.co.za/security-fraud

Note that 3D Secure is activated for all card payments and you will be required to enter the OTP sent to you from your bank.​ For more information on 3D Secure and the One Time Pin, please contact your bank directly for assistance.

Complaints or Queries

We welcome any suggestions and ask that you feel free to submit any complaints or queries you might have to Rianda Gilliland, by emailing her at rianda@oxia.co.za.

FOR OUR CONDITIONS OF USE AND PRIVACY POLICIES, PLEASE CLICK HERE.