1.1. Orders can be placed through 2 channels:

1.1.1. DSV’s Contact Centre

 

1.1.2. Exclusive Online Ordering Portal (order placement only)

NOTE: The online ordering facility is not available for Cash / COD Accounts

 

1.2. Tracking and general order queries

Please contact the DSV Contact Centre directly (on the details provided in section 1.1.1 above) to follow up on the status of your order and its delivery.

2.1. Please note that there are 2 returns policies applicable to optometric customers, namely:

• Bausch + Lomb Soft Contact Lens Returns Policy 2020
• Bausch + Lomb Returns Policy 2020
Please consult each policy for full details regarding the requirements for returning goods sold by Softlens (Pty) Ltd. trading as Bausch + Lomb

2.2. How to log a return

2.2.1. Contact DSV’s Returns Department on 0860 00 04 43 Option 2 or email ZA.S.ACDCreditRetur@za.dsv.com in order for the agents to log the returns request.
2.2.2. Please ensure the subject line of the email is set out in the following way to allow agents to process the request more efficiently, Subject line: Account number account name invoice number.
2.2.3. To assist DSV in attending to your request timeously, please include photographs of damaged stock in your returns request from the onset.
2.2.4. Once your request has been captured, you will be assigned a returns number which will be your reference number for the return.
2.2.5. Authorisation of return will be approved or denied within 5 working days of receiving a request by DSV depending on the scope of the return.
2.2.6. Once the return has been finalised, irrespective of whether or not a claim is processed based on the stipulations of each returns policy, the agent will log a collection to uplift the stock.
2.2.7. Upon collection, the DSV representative will have a corresponding ‘Upliftment Notification’ pertaining to your claim, please sign and keep a copy for your records and for ease of following up.
NOTE: Authorisation of a return does not constitute acceptance or acknowledgement of eligibility for credit.

2.3. What NOT to do when submitting a return

2.3.1. Do not send the stock back without first logging a return with DSV. This will cause delays in processing your return as there is no reference or traceability of the request and may not be processed at all.
2.3.2. Do not send back any additional stock that does not pertain to the return when DSV uplifts the items for return. Please note that for any unauthorised returns no credit will be passed and stock will be destroyed. Only returns via a valid return number will be considered for credit.

3.1. Statements

Statements are distributed on Work Day 2, which is the second business day of each month via email to the address linked to your DSV account.

3.1.1. I am not receiving my statements, what do I do?
Should you not receive your statement, please ensure that your most recent and accurate email address is linked to your account and therefore being used by DSV. Should you want to change this please contact DSV with your change request: ZA.HealthcareCreditC@za.dsv.com

3.1.2. Can I request a statement at any time?
Requests for statements can be sent to ZA.HealthcarePvtPrem@za.dsv.com, regrettably interim statements (for any particular period other than the monthly cycle) are not available.

3.2. Payments & Remittances

3.2.1. Making Payments to DSV
When making an account payment, DSV requests that you use your full DSV account number as a reference for the payment. e.g. (W564321). Please make payment for all transactions that are referenced by a DSV statement into the DSV’s bank account. Please note payments can only be made via EFT, no credit card or cheque payments are accepted. Payments made in error into any other account will not be accepted and will not reflect on your statement.

DSV’s Banking Details:
Bank: Nedbank ZAR – Main Account
Name of Account: DSV Healthcare (Pty) Ltd
Account Number: 1908599863
Name of Branch: Nedbank Limited
Branch Code: 198765
Swift Code: NEDSZAJJ

3.2.2. Remittances

If I make a partial payment, what do I do?
To assist DSV in allocating the funds paid across by you accurately and timeously please indicate which orders or invoices your payment relates to so that the agents at DSV can allocate them accordingly.

Please remember to include your account number as a reference when making payments.
Remittances with the relevant orders they relate to can be sent to: ZA.HealthcarePvtPrem@za.dsv.com

3.3. Settlement Discounts

Settlement discounts are available to all qualifying Bausch + Lomb accounts, subject to the early settlement of amounts owing within 30 days from the date of the statement. Please note that the onus is upon the account holder to calculate the discount applicable at any point in time prior to making payment.

To ‘claim’ your settlement discount, simply calculate and deduct the amount based on the %’s as indicated below off the amount total amount owed and pay the balance.
(Amount owed) – (Discount amount) = Final payment amount

Criteria for qualification of settlement discounts relate directly to the value of the monthly statement, as per below:
• Statement value: R 2 500.00 – R 5 000.00 settle within 30 days from statement may claim 2.5% settlement discount.
• Settlement value: > R 5 000.00 settle within 30 days of statement may claim 5% settlement discount.
• Statement value: > R 20 000.00 settle within 30 days of statement may claim 10% settlement discount.

It is important to distinguish that this is a settlement discount for early payment of your account, which is within 30 days from your statement date. Discounts can’t be accumulated or back-dated. Should you claim an unauthorised discount, the outstanding amount will remain on your account and your account could potentially be put on hold leading to delays in shipping outstanding orders.

3.4. Held Orders / Overdue Account Queries

All amounts overdue automatically place your account on hold and consequently, all current future orders placed will go on hold until your account has been settled and is up to date. Please refer to your latest statement for balances or contact the Credit Control team for assistance: ZA.HealthcarePvtPrem@za.dsv.com

3.5. General Account Queries

 

3.6. Account Master Data – New Accounts & Account Updates/Changes

Should you need to update your account information, such as updating the physical address for example, or increase your credit limit, please submit your request to: ZA.HealthcareCreditC@za.dsv.com

4.1. Proof of Delivery

Any issues experienced with your order upon delivery, including a non-acceptance, should be stipulated by you on the delivery sheet. These delivery sheets also referred to as proof of delivery (POD) are used by DSV to track and trace deliveries. If it is only signed without relevant commentary, in the event that you should experience an issue, the assumption is that the order has been received in full by you and in good condition.

4.2. Delivery Time Frames

If an order is placed before the cut off (see table below) then delivery will be based on your location as indicated:

*To maintain COVID-19 protocols DSV’s cut-off has been moved from 15:30 to 13:00 until further notice.

1. Purpose

The purpose of this policy is to describe the requirements and procedure for returning all soft contact lenses sold by Soflens (Pty) Ltd. trading as Bausch+Lomb.

2. Scope

This policy applies to the return of all Bausch+Lomb soft contact lenses by wholesalers, specialty distributors, optometrists, physicians, non-hospital-based clinics, universities, hospitals, export customers, and any other non-stipulated customer groups.

3. Returnable Items (For Reimbursement)

Returnable items for reimbursement are limited to the below:

• • Products received in error or damaged in shipping to the consignee (accompanied by a signed waybill noting such damage) of reported to DSV within 48 hours of receipt and issued with autorisation of return within 5 working days.
  • Products returned within 90 days of the original invoice date. Products must be sealed, free of markings or stickers, undamaged and unopened in original packaging.
  • Product recalled by the company.

4. Non-Returnable Goods

The following goods may not be returned for reimbursement under this Policy and shall be deemed “Non-Returnable Goods”:

• • Non-approved returns as set out in the Soflens Soft Contact Lens Returns Policy.
  • A product that has already expired.
  • Diagnostic/Trial lenses.
  • Product sold on a non-returnable basis, marked non-returnable, professional sample, professional package, free goods, or with similar markings or special labeling.
  • Partial or open product, except where required by law.
  • A product that is not in its original, sealed, unopened package, including a package that has been marked, disfigured, or damaged by water or fire or any other cause.
  • Customer specification, private label, or re-packaged product.
  • Discontinued product, unless otherwise indicated in a Soflens discontinuation notice document.
  • Product returns with incomplete information required for a return.
  • A product that is damaged and/or deteriorated (i) outside of the Seller’s control and (ii) after the customer assumes full responsibility for the product shipment (i.e. products affected by improper customer storage or handling).
  • Product donated to any external party by Seller.
  • Product ordered in error or otherwise no longer required that don’t fall into the stipulated returnable items.
  • Product not bought directly from Soflens’ authorised/appointed distributors or obtained through fraudulent activities, diverted or through other means than those normally used to conduct business with Soflens.
  • Product sold to Export customers.
  • No product shall be returned to the Bausch+Lomb head office or through a Bausch+Lomb sales representative, and no Bausch+Lomb sales representative is permitted to remove the product from a customer’s office. Should the returned product not meet all the requirements as set out in this document credit shall be denied.

5. Information Required for a Return

All products eligible for return and reimbursement must be authorised by Bausch+Lomb before any stock is collected from the customer.No returns without authorisation will be accepted.The following minimum information must be submitted along with the request for return, in order to duly consider authorisation:

• • account number;
  • product description;
  • return quantity;
  • batch/lot number;
  • product expiration date:
  • order date;
  • reason for return;
  • invoice number;
  • and contact name and phone number.

6. Product Quality Issues

When submitting a return of product where quality is a concern please stipulate the specific nature of the quality concern and add any other relevant commentary and photographic evidence to support the claim. All lenses will be inspected to verify claims and due to the nature of quality inspections, it can take several working days. Valid claims may receive a replacement product or credit. Bausch+Lomb reserves the right to destroy any lens in which the claim is not verified, signs of over-wear or mishandling are evident, or the lens is not in the original package. No credit or exchange will be issued under these circumstances.

7. Diagnostic/Trial Lenses

Diagnostic or Trial lenses are only intended for trial fitting or appropriate candidates or for the occasional replacement of lost or torn lenses. Diagnostic lenses are not to be sold, substituted for lenses that are available for commercial sale, or given away free of charge as a product promotion for replacement contact lens sales. Diagnostic lenses are not to be used or given away free of charge to patients that are awaiting contact lenses that were not ordered timeously or are on backorder as a result of unique parameters of contact lens ordered.

8. How to Log a Return

8.1 Contact DSV’s Returns Department on 0860 00 04 43 Option 2 or email ZA.S.ACDCreditRetur@za.dsv.com in order for the agents to log the returns request.
8.2 Please ensure the subject line of the email is set out in the following way to allow agents to process the request more efficiently, Subject line: Account number account name invoice number.
8.3 To assist DSV in attending to your request timeously, please include photographs of damaged stock in your returns request from the onset.
8.4 Once your request has been captured, you will be assigned a returns number which will be your reference number for the return.
8.5 Authorisation of return will be approved or denied within 5 working days of receiving a request by DSV depending on the scope of the return.
8.6 Once the return has been finalised, irrespective of whether or not a claim is processed based on the stipulations of each returns policy, the agent will log a collection to uplift the stock.
8.7 Upon collection, the DSV representative will have a corresponding ‘Upliftment Notification’ pertaining to your claim, please sign and keep a copy for your records and for ease of following up.
NOTE: Authorisation of a return does not constitute acceptance or acknowledgement of eligibility for credit.

9. Miscellaneous

Disputes on billings, credits, returns must be made in writing within 90 days from the date the transaction in question occurred. Claims are limited to one year from the date of refusal to credit or return.

1. Purpose

The purpose of this policy is to describe the requirements and procedure for returning all goods, excluding contact lenses, sold by Soflens (Pty) Ltd. trading as Bausch+Lomb.

2. Scope

This policy applies to the return of all Bausch+Lomb and Bausch Health products by wholesalers, specialty distributors, optometrists, retail pharmacies, specialty pharmacies, mail-order pharmacies, hospital pharmacies, physicians, non-hospital based clinics and hospitals, export customers, and any other non-stipulated customer groups.

3. Returnable Items (For Reimbursement)

Returnable items for reimbursement are limited to the below:

• • Products received in error or damaged in shipping to the consignee (accompanied by a signed waybill noting such damage) if reported to DSV within 48 hours of receipt and issued with authorisation of return within 5 working days.
  • Products invoiced and received within six (6) to twelve (12) months of the expiration date. Products must be sealed, undamaged and unopened in original packaging.
  • Product recalled by the company.

4. Non-Returnable Goods

The following goods may not be returned for reimbursement under this Policy and shall be deemed “Non-Refundable Goods”:

• • Non-approved returns as set out in the Soflens Return Policy.
  • A product that has already expired.
  • Fridge line products (Products requiring storage between 2°C and 8°C)
  • Products sold on a non-returnable basis, marked non-returnable, professional sample, professional package, free goods, or with similar markings or special labeling.
  • Partial or open product, except where required by law.
  • A product that is not in its original, sealed, unopened package, including a package that has been marked, disfigured, or damaged by water or fire or any other cause.
  • Customer specification, private label, or re-packaged product.
  • Discontinued product, unless otherwise indicated in a Soflens discontinuation notice document.
  • Product returns with incomplete information required for a return.
  • A product that is damaged and/or deteriorated (i) outside of the Seller’s control and (ii) after the customer assumes full responsibility for the product shipment (i.e. products affected by improper customer storage or handling).
  • Product donated to any external party by Seller.
  • Product ordered in error or otherwise no longer required that don’t fall into the stipulated returnable items.
  • Product not bought directly from Soflens’ authorised/appointed distributors or obtained through fraudulent activities, diverted or through other means than those normally used to conduct business with Soflens.
  • Product sold to Export customers.

5. Information Required for a Return

All products eligible for return and reimbursement must be authorised by Bausch+Lomb before any stock is collected from the customer.No returns without authorisation will be accepted.The following minimum information must be submitted along with the request for return, in order to duly consider authorisation:

 

6. How to Log a Return

6.1 Contact DSV’s Returns Department on 0860 00 04 43 Option 2 or email ZA.S.ACDCreditRetur@za.dsv.com in order for the agents to log the returns request.
6.2 Please ensure the subject line of the email is set out in the following way to allow agents to process the request more efficiently, Subject line: Account number account name invoice number.
6.3 To assist DSV in attending to your request timeously, please include photographs of damaged stock in your returns request from the onset.
6.4 Once your request has been captured, you will be assigned a returns number which will be your reference number for the return.
6.5 Authorisation of return will be approved or denied within 5 working days of receiving a request by DSV depending on the scope of the return.
6.6 Once the return has been finalised, irrespective of whether or not a claim is processed based on the stipulations of each returns policy, the agent will log a collection to uplift the stock.
6.7 Upon collection, the DSV representative will have a corresponding ‘Upliftment Notification’ pertaining to your claim, please sign and keep a copy for your records and for ease of following up.
NOTE: Authorisation of a return does not constitute acceptance or acknowledgement of eligibility for credit.

7. Miscellaneous

7.1 Bausch+Lomb company representatives are not authorised to approve or collect returns.
7.2 Seller reserves the right to verify all returns to make certain that they conform to this policy.
7.3 Returned products will be promptly evaluated and credits will immediately reflect eligibility and/or ineligibility. All products returned, whether eligible for credit or not, become the property of Soflens. All products are returned with the understanding that they are subject to final review and evaluation by Soflens, and will be processed in accordance with the most recent returns policy in effect at the time of the return (i.e. the customer carries the risk of sending ineligible products back for reimbursement should the expected reimbursement not be reflected on their account).
7.4 This policy superseded all previous Soflens return goods policies and is subject to change at any time.
7.5 Soflens reserves the right to amend this policy at any time.
7.6 With respect to claim merchandise, an even exchange or credit will be allowed for loss or damage evident at delivery, if noted on the carrier’s delivery receipt and reported to DSV within 48 hours. Concealed loss or damage must be inspected by the carrier within fifteen (15) days after delivery and the carrier’s inspection report must be forwarded to DSV within 20 working days.