Terms & Conditions

The website is operated and products are sold under:

Trade Name: Lenses Original Lily – ليلي

Customer Service & WhatsApp: 01060760098

Website: lilylenses.com

Lily sells contact lenses and products related to their use and care. Products offered may include:

• Coloured contact lenses.
• Contact lenses with different prescription powers.
• Clear contact lenses.
• Contact lens care products.
• Other products displayed on the website from time to time.

We aim to display each product's essential information, specifications, images, colours, sizes, prescription powers and usage duration as clearly as reasonably possible.

The appearance of colour may vary slightly from one person to another depending on natural eye colour, lighting, device display settings and photography. A minor difference resulting solely from these factors shall not by itself constitute a product defect.

The information and specifications stated on the product packaging remain the primary reference regarding technical details, expiry date and usage instructions.

Contact lenses are products that come into direct contact with the eye and must therefore be used correctly and safely.

Lenses Original Lily is not a medical provider and does not perform eye examinations, diagnose eye conditions, issue prescriptions or determine the appropriate prescription power for customers.

If you choose contact lenses with a particular prescription power, the selection of that power and size is based on the information you provide.

You should consult an ophthalmologist or qualified professional when necessary to determine whether contact lenses are suitable for you and to identify the appropriate prescription and size, particularly if you are using contact lenses for the first time or have an eye-related problem or health condition.

Entering a prescription power on the website does not mean that Lily has medically reviewed or approved it.

Customers must follow:

• The usage instructions provided with the product.
• Cleaning and disinfection instructions.
• The specified lens usage period.
• Proper storage instructions.
• Any instructions provided by an ophthalmologist or qualified professional.

Customers must not:

• Share contact lenses with another person.
• Use contact lenses after their expiry date.
• Exceed the product's specified usage period.
• Sleep while wearing lenses unless the product is designed for such use and a qualified professional has advised accordingly.
• Use a damaged or contaminated lens.

If pain, noticeable redness, irritation or an unusual change in vision occurs while using contact lenses, you should stop using them and seek appropriate medical advice.

Nothing in the above provisions exempts Lily or any responsible party from liability imposed by law where a product defect, incorrect product information, improper storage or handling, or any other circumstance giving rise to legal liability exists.

The customer is responsible for ensuring the accuracy of any information entered or confirmed regarding:

• Prescription power.
• Size.
• Colour.
• Product type.
• Quantity.
• Usage duration.

We do not determine the appropriate prescription power based on a customer's description of symptoms or previous eyesight strength.

If you are unsure of the appropriate prescription power or size, we recommend consulting an ophthalmologist or qualified professional before placing an order.

Where a product is prepared according to specifications selected by the customer, the applicable exchange and return rules shall be determined in accordance with the law and the policy published on the website, depending on the nature and condition of the product.

All prices displayed on the website are in Egyptian Pounds unless otherwise stated.

The product price and any additional applicable charges, including delivery fees, will be communicated before the order is confirmed.

Product prices and promotions may change from time to time. A price change shall not affect an order that has already been confirmed at the final agreed price.

If an obvious and unintended material error appears in the price or description of a product, we will contact the customer before confirming the order to explain the correct price or information.

The customer shall not be bound by the corrected price unless they are informed of it and agree to it before the order is confirmed.

Once an order has been confirmed at the final price, that price shall not be changed except where permitted by law or pursuant to a clear agreement with the customer.

We may offer promotions, discounts or promotional codes from time to time.

Such offers may be subject to specific conditions, including:

• A limited duration.
• Specific products.
• Limited quantities.
• A minimum order value.
• Restrictions on combining multiple offers.

Any special conditions applicable to an offer will be displayed when the offer is announced.

Promotional codes and offers must not be used fraudulently or in violation of their published conditions.

Customers may select products and submit purchase orders through the website.

Submitting an order to Lily means that we have received your request to purchase the selected products, but does not necessarily mean that the order has immediately become confirmed and final.

Our team may contact you by telephone or WhatsApp to:

• Verify customer information.
• Review the selected products and quantities.
• Review the prescription power or size entered by the customer.
• Confirm the delivery address.
• Clarify delivery fees.
• Confirm the final price.
• Determine or estimate the delivery date.

An order becomes confirmed after our applicable confirmation procedures have been completed and the customer has been informed accordingly.

In all cases, customers retain the legal rights granted in relation to distance contracts, correcting or amending orders, and withdrawing from a contract where the relevant legal conditions apply.

All orders are subject to product availability.

In exceptional cases, a product may appear available on the website while it is actually out of stock due to inventory updates or simultaneous orders.

If a product is unavailable, we may offer the customer, depending on the circumstances:

• The option to choose an alternative product.
• Modification of the order.
• Waiting for the product to become available where appropriate.
• Cancellation of the relevant product or the entire order without charging the customer a cost arising from the unavailability.

No product will be replaced with another product without the customer's approval.

The customer is responsible for providing accurate and sufficient information to process the order, particularly:

• Name.
• Telephone number.
• Delivery address.
• Area and governorate.
• Product details.
• Quantity.
• Prescription power or size where selected by the customer.

If incorrect information provided by the customer prevents delivery or order fulfilment, the customer may be responsible for actual costs resulting from an additional delivery attempt, to the extent permitted by law and after being informed of such costs.

Payments are made using the methods available to the customer when placing the order.

Currently available payment methods include:

• Cash on Delivery.
• InstaPay in accordance with the agreed payment method.
• Electronic wallet payments in accordance with the agreed method.

lilylenses.com does not currently require customers to enter credit or debit card details to complete an order.

We will never ask you for:

• Your card PIN.
• Your bank account password.
• An OTP verification code.
• Login credentials for your banking or wallet application.

Do not share any such information with anyone claiming to represent Lily.

If you receive a suspicious request for confidential financial information in Lily's name, please contact us immediately at 01060760098.

Orders are delivered in accordance with the Shipping and Delivery Policy published on the website, which forms an integral part of these Terms & Conditions.

Delivery charges are communicated to the customer according to the delivery area before the order is confirmed.

Published or estimated delivery times may be affected by circumstances beyond reasonable control, including weather conditions, road conditions or public events. We will make reasonable efforts to inform the customer of any significant delay when we become aware of it.

The customer's legal rights in the event of delayed delivery remain fully preserved.

Customers may request cancellation of an order by contacting Customer Service.

If the order has not yet been dispatched for delivery, it will be cancelled without charging the customer delivery costs that have not been incurred.

If the order has already been dispatched, the applicable rules regarding delivery costs and withdrawal from the contract shall apply in accordance with the law and the Shipping, Exchange and Return Policy published on the website.

Nothing in this section affects any mandatory right granted to the customer under Egyptian Consumer Protection Law.

We may refuse or cancel an order before it is completed for legitimate reasons, including:

• The product is out of stock.
• We are unable to verify the order information.
• The delivery address is incorrect or insufficient.
• We are unable to contact the customer after making reasonable attempts to confirm the order.
• There is an obvious material error in the product information or price before order confirmation.
• There is a reasonable suspicion of fraudulent use of the website or ordering process.
• Repeated non-serious orders or repeated refusal to accept delivery in a manner that clearly constitutes abuse of the service.

We will attempt to inform the customer of the reason for cancellation whenever reasonably possible.

If Lily has received any payment relating to an order cancelled by us, any amount due shall be refunded in accordance with applicable law and the available payment method.

Exchange and return transactions are subject to Egyptian Consumer Protection Law and the detailed policy published on the website.

In general, consumers are granted legal rights relating to the exchange or return of goods within the periods established by law, subject to exceptions related to the nature, condition and packaging of certain products and whether they have been manufactured according to special specifications.

Consumers may also have additional rights to withdraw from distance contracts in the circumstances and within the periods specified by law.

Due to the health and personal nature of certain contact lens products, it may not be possible to accept the return of some products after their packaging has been opened or the products have been used where this makes it impossible to return the product to its original condition or safely resell it, but only to the extent permitted by law.

If a product is found to be defective or does not conform to the agreed or advertised specifications or description, the matter shall be handled in accordance with the rights and guarantees established by law.

The customer shall not bear additional costs resulting from addressing a confirmed product defect where legal responsibility rests with the supplier.

We may request photographs or information relating to the product, packaging, batch number or other information necessary to investigate the complaint, provided that this does not reduce the customer's legal rights.

Customer safety is of particular importance to us.

If we become aware of a defect in a product that may cause harm to the user's health or safety, we will take the actions required by law, which may include:

• Suspending sales or distribution of the product.
• Contacting customers regarding the product where necessary.
• Warning customers not to use the product.
• Notifying the relevant authorities.
• Providing exchange, return or refund remedies depending on the circumstances.

Complaints may be submitted through:

Customer Service & WhatsApp: 01060760098

We aim to review and respond to complaints as quickly as reasonably possible depending on the nature of each case.

We do not guarantee a response within a specific number of hours in every case, as some complaints may require reviewing the product, batch number or communicating with another party.

All complaints are handled within the timeframes and rights established by law.

The website may allow customers to create an optional account in order to:

• Track orders.
• Save certain delivery information.
• Make future orders easier to process.

Customers are responsible for maintaining the confidentiality of their account login information and must not share it with others.

You must inform us immediately if you suspect that your account has been used without authorization.

We may suspend or disable an account where it is proven to have been used for fraudulent or unlawful activity or in a manner that harms the website or the rights of others, while respecting the customer's legal rights regarding any valid outstanding orders.

Users must not use the website for any unlawful activity or for the purpose of:

• Fraud.
• Impersonating another person.
• Hacking or disrupting the website.
• Introducing malicious software.
• Accessing other users' information without authorization.
• Misusing offers or ordering systems.
• Violating intellectual property rights.

We may take appropriate technical or legal measures to protect the website and its users in the event of misuse.

Intellectual property rights relating to content owned by Lily, including original text, designs, images for which we hold the relevant rights, logos and trademarks, belong to their respective rights holders.

Such content may not be copied, republished or used commercially without prior authorization except to the extent permitted by law.

The appearance of a trademark or content belonging to another party on the website does not transfer ownership of that trademark or content to Lily.

Lily shall not be responsible for damage proven to have resulted exclusively from the customer's use of a product in clear violation of usage instructions, use of a product after its expiry date, sharing contact lenses with another person, or providing incorrect information regarding prescription power or size, to the extent permitted by law.

However, these Terms & Conditions do not exclude any liability imposed by law or reduce any mandatory consumer rights or guarantees.

In particular, these Terms & Conditions shall not be used to exclude legal liability where damage results from:

• A product defect.
• An error in preparing, storing, packaging or handling the product.
• Required information or warnings not being provided.
• Any breach giving rise to legal liability.

Accordingly, liability is not automatically limited in all circumstances to the value of the product and shall instead be determined according to the nature of the incident and the applicable legal rules.

The collection and use of customer personal data are governed by the Privacy Policy published on lilylenses.com, which explains:

• The data we collect.
• The purposes for which it is used.
• How it is protected.
• How long it is retained.
• Rights relating to that data.
• How prescription information is handled.

The Privacy Policy is separate from these Terms & Conditions where the law requires separate consent from the customer.

We shall not be responsible for delay or failure to perform where it results directly from circumstances beyond reasonable control, including natural disasters, emergency government decisions, widespread disruption of communications or transportation networks, or similar events that could not reasonably have been prevented.

In such circumstances, we will make reasonable efforts to reduce the impact of the delay and inform the customer where necessary.

This does not affect any mandatory rights granted to consumers by law.

These Terms & Conditions and any transaction conducted through the website are governed by the laws of the Arab Republic of Egypt, particularly mandatory rules relating to consumer protection, personal data protection and other relevant legislation.

In the event of a dispute, the competent Egyptian courts shall have jurisdiction in accordance with the applicable legal rules governing jurisdiction.

This does not prevent consumers from contacting the Egyptian Consumer Protection Agency or any other competent authority where they have the right to do so.

If a complaint relating to a purchase cannot be resolved directly with us, the customer retains the right to contact the Egyptian Consumer Protection Agency in accordance with the methods and procedures announced by the Agency.

Nothing in these Terms & Conditions restricts the consumer's right to submit a complaint to the Agency or exercise any right guaranteed by law.

We may update these Terms & Conditions from time to time due to changes in our services, products, procedures or legal requirements.

The updated version will be published on this page together with an updated "Last Updated" date.

Amendments apply to new orders from their effective date.

An order that has already been confirmed shall remain subject to the Terms & Conditions in force at the time of confirmation unless the amendment is required by law or is more beneficial to the customer.

If any provision of these Terms & Conditions is found to be invalid or unenforceable, this alone shall not invalidate the remaining provisions, which shall continue to apply to the extent permitted by law.

If any provision of these Terms & Conditions conflicts with a mandatory consumer right established under Egyptian law, the legal provision shall prevail and the relevant contractual provision shall apply only to the extent that it does not conflict with that law.

For any questions regarding orders or these Terms & Conditions, you may contact us through:

Lily – Lily Original Lenses

Customer Service & WhatsApp: 01060760098

Website: lilylenses.com