cs.vc.uk@bausch.com 0845 602 2350

Bausch Direct Terms and Conditions

I. Customer Policy

The Bausch Direct Customer Policy is designed to promote patient health through the responsible and safe distribution of contact lenses and accessories delivered direct to patient’s home on behalf of Customers (Optical retailer).

II. Claims Relating to Delivery

All deliveries are dispatched using international postal services unless a courier service is specified and the deliveries are therefore subject to the reliability of that service and accordingly the risk of non-delivery rests with the Customer. Bausch Direct will ensure shipments are dispatched in a timely manner and without damage to the goods or packaging.

Damaged Goods

Goods damaged in transit must be notified through our customer service department immediately on discovery of damage. The customer must hold all damaged Goods for a reasonable time to enable Bausch Direct to inspect them and verify that they are damaged.


The non-delivery of orders must be notified through our customer service department within 7 days of the estimated delivery date of the order. If goods cannot or are refused to be accepted by the patient then the goods will be delivered to the Customer.

Short Delivery

Claims in respect of short delivery must be notified through and agreed with our customer service department within 7 working days of receipt of goods.

III. Returns Policy

Shipping and postage charges are the responsibility of the Customer unless otherwise indicated. Returns due to shipping error will only be credited at times of receipt of goods in acceptable conditions as stated above. The customer is fully responsible for ordering correctly and ensuring the prescription and details of the patients are up to date and valid. No refunds of service charges will be given for incorrect ordering. The product refund, as stated above, is at the discretion of the Bausch Direct. All returns should be posted back to:

Returns Department, Bausch Direct, The Willows, Marden, Kent , TN12 9QJ, UK.

Bausch Direct reserves the right to charge the customer for any transport, storage or other costs reasonably incurred if for any reason the patient is not able to promptly accept the goods tendered for delivery.

IV. Order Handling and Charges

The Bausch Direct service will be charged on a per delivery rate dependant on the location of the Customer.
a.) Bausch Direct (the home delivery service)
Your practice pays Bausch Direct a service fee per delivery. This fee covers the cost of the online management system, ordering, fully branded packaging, storage and shipping. The service fees plus cost of the lenses and accessories themselves will continue to be invoiced as normal under your existing customer account.
b.) Direct Debit and Express Delivery options
These charges are levied by Adaro Optics who operate the Bausch Direct service on behalf of Bausch and Lomb. The model is pre-pay, so each Customer must add funds to their account balance for DD and express shipments only – the normal service fee per delivery will be invoices as usual directly by Bausch Direct. The cost of a DD collection is 35p per collection attempt whether successful or failed. The cost of express delivery is shown on the screen.

V. Account Balance

The account balance can be topped up via the Bausch Direct payment facility. If the 'automatic top up' is selected then the Customer allows Adaro Optics Ltd to debit the customer's card with the amount selected once the balance of the account reaches a level less than the charge of one delivery. Bausch Direct is a pre-pay model for DD and express delivery fees only. Your Bausch Direct balance can be looked up at any time via accessing your personal account.

VI. Liability

Bausch Direct shall not be liable to the Customer for any loss or damage whatsoever sustained by the Customer as a result of any failure to comply with any estimated delivery date. Bausch Direct shall not be liable for any loss or damage sustained by the Customer or their patients’ resulting from defects in the Goods delivered or from the Customer’s failure to use the Goods in accordance with their intended purpose. Bausch Optics Ltd has no liability for any indirect or consequential losses suffered by the Customer however caused.
a.) Force Majeure
Bausch Direct shall not be liable to the Customer for any loss or damage sustained by the Customer as a result of any delay in performing or any failure to perform any of Bausch Direct’s obligations where that delay or failure is due to any event or circumstance beyond Bausch Direct’s reasonable control (including, but without limitation, Acts of God, war, armed conflict, riot, industrial action involving employees of Bausch Direct or a third party, defaults by the suppliers or sub-contractors or any measures of a governmental or inter-governmental authority).

VII. Jurisdiction

This Agreement shall be governed and construed in accordance with English law and subject to the exclusive jurisdiction of the Courts of England and Wales.