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Terms of Service

Last updated: 21 September 2026

1. Introduction

Welcome to Eye Online.

This website, eye-online.co.za (“the Site”), is operated by EYE ONLINE (PTY) LTD, registration number 2020/433402/07, trading as Eye Online.

Throughout these Terms of Service (“Terms”), the words “Eye Online”, “we”, “us” and “our” refer to EYE ONLINE (PTY) LTD. The words “you”, “your” and “customer” refer to any person who accesses the Site or purchases products or services from us.

These Terms govern:

  • your access to and use of the Site;
  • purchases made through the Site;
  • customer accounts;
  • payments;
  • delivery;
  • prescription products;
  • returns and refunds; and
  • related services provided by Eye Online.

By using the Site or placing an order, you agree to these Terms together with our Privacy Policy, Refund and Returns Policy, Delivery Policy and any other terms specifically applicable to a product or promotion.

Nothing in these Terms is intended to exclude or restrict any consumer right that cannot lawfully be excluded under South African law.

2. Supplier information

The supplier operating this Site is:

EYE ONLINE (PTY) LTD
Trading as: Eye Online
Registration number: 2020/433402/07
Company type: Private Company
Place of registration: Republic of South Africa

Business and correspondence address:
817 Rubenstein Drive
Pretoria
Gauteng
0081
South Africa

Telephone / WhatsApp: 072 230 1989
Email: ask@eye-online.co.za
Website: eye-online.co.za

Formal notices and legal correspondence may be sent to the physical address above unless Eye Online publishes a replacement address.

3. Applicable law

These Terms and all transactions concluded through the Site are governed by the laws of the Republic of South Africa.

Applicable legislation may include, among others:

  • the Consumer Protection Act 68 of 2008 (“CPA”);
  • the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”);
  • the Protection of Personal Information Act 4 of 2013 (“POPIA”); and
  • other applicable South African legislation and regulations.

If these Terms conflict with a mandatory provision of applicable law, that law will prevail.

4. Eligibility and legal capacity

You must have the legal capacity to enter into a binding transaction when purchasing from the Site.

Where a purchaser is under the age at which they may independently enter into the relevant transaction, the purchase must be made or authorised by a parent, guardian or other person legally authorised to do so.

A parent or guardian purchasing products for a child is responsible for supplying accurate information, including prescription information where applicable.

5. Permitted use of the Site

You may use the Site only for lawful purposes.

You may not:

  • attempt to gain unauthorised access to the Site or any related systems;
  • introduce viruses, malware or other harmful code;
  • interfere with Site security or functionality;
  • use automated systems to scrape or systematically extract Site content without our permission;
  • impersonate another person;
  • provide intentionally false or misleading information;
  • infringe our intellectual-property rights or those of another person; or
  • use the Site for an unlawful purpose.

We may restrict or suspend access where reasonably necessary for security, maintenance, legal compliance or suspected misuse.

6. Customer accounts

You may create a customer account where this functionality is available.

You are responsible for keeping your:

  • account information accurate;
  • email address and contact information current; and
  • login credentials confidential.

You should notify us promptly if you believe your account has been accessed without authorisation.

We may suspend or close accounts where reasonably necessary because of fraud, misuse, security concerns or material breach of these Terms.

7. Product information

We take reasonable care to ensure that product descriptions, specifications, prices and images are accurate.

Product photographs are illustrative. The actual appearance or colour of a product may vary slightly because of:

  • screen settings;
  • lighting;
  • photography;
  • manufacturing variations; or
  • changes made by a manufacturer.

Product packaging and specifications may also be updated by manufacturers from time to time.

Any material product error brought to our attention will be corrected as soon as reasonably possible.

Products remain subject to availability.

8. Prices

Prices displayed on the Site are quoted in South African Rand (ZAR).

Where applicable, displayed retail prices include VAT.

Delivery charges, where applicable, will be disclosed on the Site or during checkout before the order is completed.

Prices may change from time to time. A new price will not ordinarily affect an order that has already been accepted by us.

If an obvious pricing, typographical or technical error occurs, we may contact you before fulfilling the transaction to resolve the error.

Nothing in this clause limits any rights you have under applicable consumer legislation.

9. Placing an order

Adding an item to your shopping basket does not reserve the item or complete a sale.

Before placing an order, you will have an opportunity to review the transaction and correct relevant information.

When submitting an order, you confirm that:

  • the information you have supplied is accurate;
  • the products and quantities selected are correct;
  • any prescription information provided is accurate;
  • you are authorised to use the chosen payment method; and
  • you agree to these Terms.

We may send you an electronic order acknowledgement or confirmation after the order is submitted.

Fulfilment may remain subject to:

  • successful payment;
  • product availability;
  • prescription verification where applicable;
  • security or fraud screening; and
  • confirmation of information reasonably required to fulfil the order.

10. Order acceptance and cancellation

We may decline or cancel an order where there is a lawful and reasonable basis to do so, including:

  • a product being unavailable;
  • payment failure;
  • suspected fraud;
  • inability to verify information required to complete the order;
  • inability to obtain required prescription information;
  • a material technical or pricing error; or
  • circumstances that legally prevent us from supplying the product.

Where Eye Online cancels an order after receiving payment, amounts due to you will be refunded in accordance with applicable law.

We will not substitute a materially different product without your agreement.

11. Payment

Available payment methods will be displayed during checkout.

Payments may be processed by independent third-party payment providers.

When using a third-party payment provider, the provider’s own terms and privacy practices may also apply.

Eye Online does not ordinarily receive or store your complete credit or debit card number where card details are entered directly into a secure payment-provider environment.

We may receive transaction information such as:

  • the amount paid;
  • payment status;
  • transaction reference;
  • payment method; and
  • information reasonably necessary for reconciliation or refunds.

An order will not be considered paid until payment has been successfully authorised or otherwise confirmed.

Where a credit, instalment or buy-now-pay-later service is offered, the agreement governing that credit facility is between you and the relevant finance or payment provider, subject to applicable law.

12. Contact lenses

Eye Online requires customers purchasing prescription contact lenses to provide the prescription information reasonably required to supply the lenses safely and correctly.

A valid contact lens prescription may be required before an order is processed.

Eye Online currently requires a valid contact lens prescription that is not older than 12 months for prescription contact-lens purchases. This requirement is also communicated on the Site.

You are responsible for ensuring that:

  • the prescription belongs to the intended wearer;
  • the prescription supplied is accurate and current;
  • the contact-lens brand and type are correct;
  • the sphere, cylinder, axis, addition, base curve, diameter or other parameters selected are correct where applicable; and
  • the information supplied during checkout corresponds with the prescription.

A spectacle prescription and a contact-lens prescription are not necessarily interchangeable.

We may request a copy of your prescription or clarification from you before processing the order.

If the required information is not provided, fulfilment may be delayed or the relevant order may be cancelled and refunded where appropriate. We reserve the right to charge a R50 administration fee in the event that reasonable administration activities were undertaking in the process of clarifying a contact lens prescription that is deemed to not be valid or results in a refund request or order cancellation.

13. Prescription spectacles and lenses

Where you order prescription spectacles or lenses, you are responsible for supplying accurate prescription information and measurements requested during the ordering process.

Depending on the product, this may include:

  • sphere;
  • cylinder;
  • axis;
  • addition;
  • pupillary distance;
  • lens type;
  • lens index;
  • coatings;
  • treatments; and
  • other specifications.

You should carefully review this information before submitting the order.

We may contact you if information appears incomplete, inconsistent or requires clarification.

Prescription lenses manufactured or cut specifically according to your prescription, measurements or chosen frame constitute customised products.

Your statutory rights remain unaffected where customised goods are defective, incorrectly manufactured, incorrectly supplied or otherwise fail to comply with applicable consumer legislation.

14. Customised and personalised products

Some products are specially manufactured, altered or prepared according to a customer’s requirements.

These may include:

  • prescription lenses;
  • lenses cut for a particular frame;
  • customised eyewear;
  • personalised products; and
  • specially ordered goods manufactured to customer specifications.

The ECTA cooling-off provisions contain exclusions for certain goods, including goods made to a consumer’s specifications or clearly personalised.

This does not remove statutory rights relating to defective, unsafe, incorrectly supplied or non-conforming goods.

15. Product availability and back orders

Stock availability may occasionally change before website stock records are updated.

If an ordered item becomes unavailable, we may:

  • notify you of the delay;
  • provide an estimated availability date;
  • offer an alternative, subject to your agreement;
  • place the product on back order with your agreement; or
  • cancel and refund the affected item.

Specially imported, back-order or customised products may require longer fulfilment periods than products held in stock.

16. Delivery

Eye Online delivers using third-party courier or delivery providers.

Delivery charges, free-delivery thresholds and available delivery methods will be displayed on the Site or during checkout.

The Site currently advertises free delivery for qualifying orders, but the applicable threshold and delivery charge should always be confirmed at checkout because these may change.

Estimated delivery times may be affected by:

  • stock availability;
  • prescription verification;
  • manufacturing requirements;
  • supplier availability;
  • back orders;
  • destination;
  • courier operations;
  • weekends;
  • public holidays; and
  • circumstances beyond our reasonable control.

We will take reasonable steps to inform you of material delays.

Where ECTA prescribes a period within which an online order must be performed, that requirement applies unless another delivery period has been agreed with you. ECTA regulates electronic transactions and their performance requirements.

17. Delivery information

You are responsible for supplying a complete and accurate delivery address and contact information.

Additional delivery charges may apply where a parcel must be redirected or re-delivered because incorrect or incomplete delivery information was provided by the customer, to the extent permitted by law.

Please inspect a delivery as soon as reasonably possible and notify us promptly if:

  • the parcel appears damaged;
  • an item is missing;
  • an incorrect item was supplied; or
  • the goods were damaged during delivery.

18. Risk of loss or damage

Risk relating to delivery will pass in accordance with applicable South African consumer law.

Nothing in these Terms is intended to transfer delivery risk to the consumer earlier than permitted by law.

19. Returns and refunds

Our Refund and Returns Policy forms part of these Terms and contains the detailed process for requesting a return or refund.

That policy operates in addition to, and not in substitution for, rights available under the CPA, ECTA or other applicable legislation.

Nothing in an Eye Online policy may remove a statutory consumer right.

20. ECTA cooling-off rights

Where section 44 of ECTA applies to an electronic transaction for goods, a consumer is generally entitled to cancel the qualifying transaction without reason within seven days after receiving the goods.

Where this statutory cooling-off right applies:

  • the consumer may cancel without penalty;
  • the consumer may be responsible for the direct cost of returning the goods; and
  • statutory refund requirements apply.

ECTA also contains categories of transactions to which this cooling-off provision does not apply, including certain customised or personalised goods.

This cooling-off provision does not reduce any other legal right available to a consumer.

21. Hygiene-sensitive products

Certain products may, by their nature, become unsuitable for resale or return after being opened, used or having a hygiene seal removed.

Depending on the particular product and applicable law, this may include certain:

  • contact lenses;
  • eye-care products;
  • sealed medical or hygiene products; and
  • personal-care products.

Where permitted by law, discretionary returns may therefore be refused after protective packaging or hygiene seals have been opened.

This clause does not exclude rights relating to defective, unsafe, expired, incorrectly supplied or non-conforming products.

22. Incorrect products ordered by the customer

Customers should carefully check product type, prescription, quantity and other specifications before checkout.

Where you order an incorrect item and no statutory return right applies, we may nevertheless accept a discretionary return in accordance with our Refund and Returns Policy.

Any reasonable direct return or re-delivery costs may be payable by the customer where legally permissible.

23. Defective, damaged or incorrectly supplied products

Please contact us as soon as reasonably possible if a product:

  • is defective;
  • arrives damaged;
  • is unsafe;
  • differs materially from what you ordered; or
  • is incorrectly supplied.

Nothing in these Terms limits rights granted by the Consumer Protection Act.

The CPA establishes a South African consumer-protection framework governing, among other matters, fair transactions and consumer product standards.

Where applicable, statutory remedies may include repair, replacement or refund.

Any manufacturer or Eye Online warranty is additional to statutory consumer rights and does not replace them.

24. Sale and promotional products

Products sold at a promotional or reduced price remain subject to statutory consumer rights.

A reduced price does not, by itself, remove rights relating to defective or incorrectly supplied goods.

Where a product is discounted because of a specifically disclosed defect or characteristic, the effect of that disclosure will be dealt with in accordance with applicable law.

Discretionary change-of-mind returns for promotional products may be governed by our Refund and Returns Policy, subject always to statutory rights.

25. Refund processing

Approved refunds will ordinarily be made through the original payment method where reasonably possible.

Processing times may depend on:

  • Eye Online’s processing;
  • the payment provider;
  • the card issuer; and
  • the customer’s financial institution.

We will process statutory refunds within the periods required by applicable law.

Where a payment was made through a third-party credit or instalment provider, the refund may also be subject to the provider’s processing procedures.

26. Promotions and discount codes

Promotions, vouchers and discount codes may have additional terms.

Unless a promotion states otherwise:

  • it applies only for the advertised period;
  • it is subject to stock availability;
  • it cannot be exchanged for cash;
  • it may be limited to one use per customer or order; and
  • it may not necessarily be combined with another promotion.

The specific terms displayed with a promotion will apply to that promotion.

Mandatory consumer rights remain unaffected.

27. Medical aid

Eye Online may provide documentation that customers can use when submitting qualifying claims to medical aid schemes.

Where direct claiming or medical-aid functionality is available, eligibility and reimbursement remain subject to the applicable medical aid scheme’s rules, benefits, exclusions and authorisation requirements.

Eye Online cannot guarantee that a medical aid scheme will pay or reimburse a particular claim.

Any amount not covered by the customer’s medical aid remains the customer’s responsibility.

28. Eye-health information

Information on the Site relating to:

  • eye health;
  • contact lenses;
  • dry eye;
  • spectacle lenses;
  • products;
  • treatments; or
  • eye-care practices

is provided for general information and product-support purposes.

It does not replace an eye examination, diagnosis or personalised advice from an appropriately qualified healthcare professional.

If you experience an eye-health problem or are uncertain whether a product is appropriate for you, appropriate professional advice should be obtained.

29. Intellectual property

Unless otherwise stated, the Site and its original content, design, graphics, logos, text and other materials created by or for Eye Online are owned by or licensed to Eye Online.

Third-party trademarks, product photographs and brand materials remain the property of their respective owners.

You may use the Site for normal personal shopping and informational purposes.

You may not, without appropriate permission:

  • reproduce substantial portions of the Site;
  • commercially exploit Site content;
  • republish Site content;
  • remove copyright or trademark notices; or
  • present our original content as your own.

30. Reviews, photographs and other submissions

Where you submit a review, comment, testimonial, photograph or other material for publication, you confirm that:

  • you have the right to submit it;
  • it is not intentionally false or misleading;
  • it does not infringe another person’s rights;
  • it does not contain unlawful content; and
  • it does not contain malicious software.

You grant Eye Online permission to display and reproduce material voluntarily submitted for publication for the purposes reasonably connected with that submission.

We may moderate or remove user content where reasonably necessary.

Any use of personal information remains subject to our Privacy Policy.

31. Third-party websites and services

The Site may integrate with or link to independent third-party services, including:

  • payment services;
  • finance providers;
  • courier companies;
  • social-media platforms;
  • manufacturers;
  • analytics providers; and
  • other websites.

Those services may have their own terms and privacy policies.

Eye Online is not responsible for the independent content, availability or privacy practices of third-party websites that are outside our control.

32. Privacy and personal information

Personal information is processed in accordance with our Privacy Policy and applicable privacy legislation, including POPIA.

Depending on your interaction with the Site, we may process information relating to:

  • customer accounts;
  • orders;
  • delivery;
  • payments;
  • communications;
  • prescriptions; and
  • website use.

Prescription and health-related information may receive additional protection under applicable law.

Please refer to our Privacy Policy for further information.

33. Website security and availability

We take reasonable steps to maintain the Site and protect it against unauthorised access.

However, no internet service can be guaranteed to operate continuously or be completely free from security risks.

The Site may occasionally be interrupted because of:

  • maintenance;
  • upgrades;
  • hosting problems;
  • network failure;
  • cybersecurity incidents;
  • third-party services; or
  • events outside our reasonable control.

We may suspend functionality temporarily where reasonably necessary.

34. Errors and omissions

Despite reasonable efforts, the Site may occasionally contain errors relating to:

  • descriptions;
  • specifications;
  • images;
  • prices;
  • promotions;
  • stock availability; or
  • delivery information.

We may correct errors when identified.

If an error materially affects an order already submitted, we will contact you where reasonably possible and deal with the matter subject to applicable consumer law.

35. Limitation of liability

Nothing in these Terms excludes or limits liability where exclusion or limitation would be prohibited by law.

To the extent permitted by law, Eye Online will not be responsible for indirect or consequential loss that:

  • was not reasonably foreseeable;
  • did not arise from our breach of a legal obligation; or
  • arose solely from circumstances outside our reasonable control.

Subject to applicable law, Eye Online is not responsible for loss arising solely from:

  • incorrect information supplied by the customer;
  • use of an inaccurate or outdated prescription supplied by the customer;
  • failure to follow product instructions;
  • misuse of a product;
  • unauthorised alteration of a product; or
  • use of a product for a purpose for which it was not intended.

This clause must always be interpreted subject to the CPA and other applicable South African legislation.

36. Indemnity

To the extent permitted by law, you are responsible for loss directly caused by your unlawful use of the Site, infringement of another person’s rights or material breach of these Terms.

You are not required to indemnify Eye Online against liability resulting from Eye Online’s own unlawful conduct, negligence or any liability that cannot lawfully be excluded.

37. Complaints

If you have a complaint concerning an order, product or service, please contact us:

Email: ask@eye-online.co.za
Telephone / WhatsApp: 072 230 1989

Please include sufficient information for us to identify the transaction and investigate the complaint.

We will take reasonable steps to respond and attempt to resolve the matter.

Nothing in this clause prevents you from exercising a statutory right or approaching an appropriate consumer body, regulator, ombud or court.

38. Consumer dispute resolution

Where applicable, South African consumers may have recourse to bodies such as:

  • the Consumer Goods and Services Ombud;
  • the National Consumer Commission; or
  • another body with jurisdiction over the particular dispute.

The availability of a particular dispute-resolution mechanism depends on the nature of the matter.

39. Changes to these Terms

We may update these Terms from time to time to reflect changes to:

  • our business;
  • products and services;
  • Site functionality;
  • delivery arrangements;
  • payment methods;
  • legal requirements; or
  • regulatory requirements.

The current version will be published on the Site with an updated effective date.

Changes will not retrospectively remove rights that have already accrued under an existing transaction.

40. Severability

If any provision of these Terms is found to be unlawful or unenforceable, that provision will be severed or limited to the minimum extent necessary.

The remaining provisions will continue to apply.

41. No waiver

If Eye Online does not immediately enforce a provision of these Terms, that does not mean that we waive the right to enforce it later.

Similarly, nothing in these Terms constitutes a waiver by a consumer of a statutory right.

42. Entire agreement

These Terms, together with policies expressly incorporated into them and any product-specific terms disclosed before purchase, constitute the terms governing your use of the Site and transactions with Eye Online.

Nothing in this clause excludes a representation, obligation or statutory right that cannot lawfully be excluded.

43. Governing law and jurisdiction

These Terms and transactions concluded through the Site are governed by the laws of the Republic of South Africa.

Any dispute will be dealt with subject to applicable South African law and the consumer’s statutory rights.

44. Contact information

For questions regarding these Terms, an order or our services, contact:

EYE ONLINE (PTY) LTD
Trading as Eye Online
Registration number: 2020/433402/07

817 Rubenstein Drive
Pretoria
Gauteng
0081
South Africa

Telephone / WhatsApp: 072 230 1989
Email: ask@eye-online.co.za
Website: eye-online.co.za

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