The following terms and conditions apply to all purchases made through the website at www.wileyx.eu. The purchase of product(s) through the website requires the acknowledgement and acceptance of our terms and conditions. Please read these terms and conditions, and the additional policies carefully, including our product warranties and our warranty and claim procedure, which you can find here, before purchasing any product(s) from our website.
1. General information
- Wiley X EMEA LLC
- Address: Wiley X EMEA LLC, Søndergade 8-10, 7570 Vemb, Denmark
- E-mail: e-com@wileyx.eu
- Phone number: +45 96930045
2. Payment
At www.wileyx.eu you can pay with: Debit card, E-Debit Card, Mastercard, Mastercard Debit, VISA, VISA Electron, Maestro, and American Express. No additional fee will be added when paying with payment card. The money is not withdrawn from your account until the order has been sent from our warehouse.
3. Delivery
Wiley X EMEA LLC uses the shipping company GLS to Danish consumers. To all other countries, which Wiley X EMEA LLC delivers to in Europe, Africa, and the Middle East, the purchases are sent with UPS. The shipping costs may vary depending on the size of the package. The shipping cost will be evident during the purchase phase and on the order confirmation, which is sent by e-mail, when the order goes through. You can see the estimated shipping time for your country here. The estimated shipping times may vary during peak periods, for instance around Black Friday and Christmas.
4. Right of withdrawal
You have 14 days right of withdrawal, when purchasing from our webshop.
The right of withdrawal expires 14 days after the day on which you have received your product, or 14 days after you have received the last product, if the purchase has consisted of multiple products placed in a single order but delivered separately.
Before the 14 days have past you must inform us that you want to use your right of withdrawal.
The information must be given by e-mail to e-com@wileyx.eu. In your e-mail you need to clearly make us aware that you wish to use your 14 days right of withdrawal.
You cannot use your right of withdrawal simply by denying to receive the product without giving us notice thereof.
4.1 Returns
Your order must be returned without any unnecessary delays and no later than 14 days after you have made us aware that you wish to make use of your right of withdrawal. Remember to attach a proof of purchase, for instance your order confirmation or invoice, on which your order number appears. You must cover the direct expenses in connection to returning the purchase to us. You carry the risk of the product(s) from the time of delivery of the purchase.
Mark the package with "RETURN" and the tracking number that is evident on your invoice. REMEMBER to attach a copy of your purchase invoice, as proof of identity on the returned items purchased from Wiley X EMEA.
4.2 Return policy on campaigns
Products purchased through a campaign to which a voucher has been used cannot be combined with other vouchers or offers.
A campaign often offers the customer a free product. Offers like these cannot be exchanged to other Wiley X products and money cannot be given instead.
If you want to use Wiley X’ general return policy, you need to return the entire purchase in the same shipment and in original, unbroken packaging.
4.3 The condition of the product, when returned
You are only liable for any deterioration in value of the product which is the result of a different handling than what is necessary to determine the nature, characteristics, and way of functioning of the products. In other words – you can try the product on in the same way, as if you tried it on in a physical store, but you must not take it into use.
Products, which have been tried on more than what is allowed, as described above, will be considered as used. This means that you, if you want to use your right of withdrawal, only will get some or none of the purchase refunded, depending on the commercial value of the product.
4.4 Refunding the purchase amount and returning the product
If you change your mind about your purchase and choose to use your right of withdrawal, you will, of course, be refunded the amount of money you have paid.
We will refund your payment without any unnecessary delays and in any case no later than 14 days from the date on which we have received your notice, letting us know of your decision to use your right of withdrawal, cf. the Danish Sale of Goods Act. We complete such a refund with the same means of payment, as you used in the original transaction, unless you explicitly have consented to something else.
We can withhold your payment until we have received the returned product, unless you before this have submitted documentation proving you have returned it.
If you change your mind about a product and want to use your right of withdrawal, the product must be sent to:
Wiley X EMEA LLC
Søndergade 8-10
7570 Vemb
Denmark
It is not possible to pick up or deliver the product in person at the address.
4.5 What do I need to include in my return?
You need to attach a proof of purchase either your order confirmation or invoice if you want to return your product to Wiley X EMEA LLC.
5. Right of complaint
The rules of the Danish Sale of Goods Act apply to all purchases.
When you purchase from www.wileyx.eu you are guaranteed 24 months right of complaint, if there are any defects to your product. As a rule, this means that you can have the product either repaired or exchanged, or you can get a refund or discount, depending on the specific situation. However, the right of complaint can be limited by the natural durability of the product.
Naturally, it is a demand that the right of complained is legitimate and that the defect has not occurred as the result of faulty use of the product or other damaging behavior. This means that if the product’s defect is the result of the customer’s irresponsible handling, modification of the product, cleaning with an unapproved optical solution or hot water, or misuse, the right of complaint will not cover.
Products returned as cash on delivery or without postage will not be accepted. Please make sure that the products are packaged safely to prevent any damage during shipping. The customer will be held responsible for any damages, as the result of insufficient packaging.
5.1 How do I complain?
If you want to complain about a product, you need to fill in our warranty and repair form, where you describe the defect of the product and attach pictures of the defect, in as much detail as possible. You can find our online warranty and repair form here.
You must complain within “reasonable time” after you have discovered the defect of the product. If you complain within two years after having discovered the defect, the complaint will always be timely.
The product must be sent to:
Wiley X EMEA LLC
Søndergade 8-10
7570 Vemb
Denmark
If the complaint is legitimate, we will refund the shipping costs. However, this does not apply to any extra expenses that might be added if you chose a different form of delivery rather than the cheapest form of standard delivery that we offer ourselves. We recommend sending the product/package through a shipping company that offers a tracking system. This is to ensure you that the package in question is delivered to our headquarters. Remember that the product must always be sent back in secure packaging and remember to get a receipt/confirmation of the shipping, so that we can refund you shipping costs.
Notice! We do not accept packages sent cash on delivery or the like.
All products you return to Wiley X EMEA LLC must be unused, complete, and in the same condition as when you received them and in the original packaging.
You must attach a proof of purchase, either your order confirmation or invoice, if you want to return your products to Wiley X EMEA LLC, as the returned products cannot be processed without proof of purchase. We will await the processing until we receive your proof of purchase.
5.2 Extra info regarding photochromic lenses
When purchasing photochromic lenses, the right of complaint is 18 months if stored correctly. However, the right of complaint can be limited by the natural durability of the product. Correct storage means that eyewear with photochromic lenses must be kept in a case and not be exposed to UV radiation, when not in use.
6. Privacy policy
To enter into an agreement with us and purchase from www.wileyx.eu, we need the following information about you:
- Name
- Address
- Phone number
- E-mail address
Vi process your personal data with the purpose of delivering the product to you. The processing takes place in accordance with the rules in our privacy policy. In here, you can read more about how we process your data, when they are deleted, and which rights you have.
7. Appeals
If you have a complaint about your purchase, you may address it to our customer service either by phone to +45 96930045 or via e-mail to info@wileyx.eu.
If we are unable to find a solution together, you can file a complaint to either:
- Center for Klageløsning, Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark
- The EU-commission’s Online Dispute Resolution portal. This is particularly relevant, if you are an end-user who resides in a different EU-country than Denmark. The complaint must be filled through their Online Dispute Resolution portal here - http://ec.europa.eu/odr.
Last update: 30.11.2023