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)

Access the online ordering portal by registering your profile using your existing DSV account number: www.bausch-online.co.za
You can now access your invoices and credit notes via this portal as well.
NOTE: The online ordering facility is unavailable for Cash / COD Accounts (COD accounts – Please refer to section 1.4 for COD account orders.)

 

1.2. Tracking and general order queries

Reach out to DSV Contact Centre using the details above.

1.3. Contact Lens Trial Usage Policy

Bausch & Lomb (B&L) reserves the right to monitor and review all aspects of contact lens trial usage, including the distribution and management of trial lenses and fit sets. All fit sets remain the property of B&L, and we may remove or reclaim these materials at our discretion if, in our judgment, the client’s usage does not align with agreed-upon criteria or demonstrates inadequate utilization.

1.4. Cash Account / COD Order Process:

Orders that require cash up-front should be placed exclusively through DSV’s Contact Centre. You will then be provided with a quote or pro-forma invoice to make payment. Once payment is made, please send the proof of payment to your customer service agent at DSV to capture and release your order.

2.1. Policy:

Please note that there is a Returns Policy applicable to optometric customers, namely:
• Bausch + Lomb Visioncare Optometry Returns Policy 2025

2.2. How to log a return

• Claims must be raised within 48 hours of delivery.
• Contact DSV’s Returns Department at 0860 00 04 43 Option 2 or ZA.S.ACDCreditRetur@za.dsv.com
• Use the format “Account number, account name, invoice number” as the email subject.
• Attach photos of damaged stock with your claim.
• A return number will be assigned to your request.
• DSV will approve or deny the return within 7 business days.
• DSV will schedule a collection once the claim request is approved and DSV will arrange for upliftment of stock within 5 working days.
• When DSV collects a return, they’ll provide an ‘Upliftment Notification’ for your claim. Please sign it and retain a copy for your records.
• Once the stock is received by DSV and matches the claim you raised, a credit will be issued.

NOTE: Return authorization doesn’t guarantee credit eligibility.

Avoid These Mistakes:

• Don’t send stock back without logging a return.
• Don’t include items unrelated to the return.

3.1. Statements

• Distributed on the second business day of each month to the email associated with your DSV account.
• If you’re not receiving your statements, ensure your current email address is correctly registered with DSV. To update or change this, contact DSV at za.sha.hcmasterdata@dsv.com.
• Requests for statements can be sent to ZA.HealthcareCreditControlPrivate@za.dsv.com, Please note, interim statements for periods other than the standard monthly cycle are not available.

3.2. Payments & Remittances

Making Payments to DSV
Always use your full DSV account number as a reference (e.g., W564321) when making payments. Only EFT payments are accepted. Payments made to incorrect accounts won’t appear on your statement. DSV’s primary banking details are with Nedbank.

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

Remittances
If you’re making a partial payment, it helps DSV to know which orders or invoices your payment corresponds to. Always include your account number when sending remittances. Send your remittances to ZA.HealthcareCreditControlPrivate@za.dsv.com

3.3. Held Orders / Overdue Account Queries

Any overdue amounts automatically place your account on hold. This means all current and future orders will be paused until your account is up to date. For balances or assistance, contact ZA.HealthcareCreditControlPrivate@za.dsv.com

3.4. General Account Queries

 

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

If there’s any change in your account information or if you need to increase your credit limit, please submit your request to: za.sha.hcmasterdata@dsv.com

The following guidelines are designed to ensure that delivery timelines are understood. By familiarizing yourself with our cut-off times and delivery schedules, you can better plan your inventory needs and manage your expectations. Please review the details below to make the most of our delivery services.

4.1. Proof of Delivery

Report any issues with your order upon delivery. Without comments, orders are assumed to be complete and in good condition.

4.2. Short Received or Damaged Product

If a product is missing, short-supplied, or damaged upon delivery, the customer should acknowledge the Proof of Delivery (POD). However, they must also annotate the POD to specify that the product was either not received or was received in a damaged condition.

4.3. Delivery Time Frames

Based on order placement and location as indicated:

* Orders received before 13:00 are given priority for same-day processing. Orders received after 13:00 may require an additional 24 hours for processing, although we will always strive to expedite your order as quickly as possible.

1. Purpose

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

2. Scope

This policy applies to the return of all Bausch + Lomb soft contact lenses and solutions by specialty distributors, optometrists and any other non- stipulated customer groups.

3. Returnable Items (For Reimbursement)

Returnable itemsfor reimbursement are limited to the below:

• Products received in error or damaged in shipping must be reported within 48 hours of receipt. To help us expedite your claim, please include the invoice number, damaged product details, waybill number, and any photographic evidence if available. Authorization for return will be issued within 7 working days once the claim is reviewed and approved.
• Contact Lenses: returned within 90 days of the original invoice date. Products must be sealed, free of markings or stickers, undamaged and unopened in original packaging.
• Solutions: returned within 14 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 Bausch+Lomb Visioncare Returns Policy.
• 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 labelling.
• Partial or open product, except where required by law.
• 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.
• Product which is damaged and/or deteriorated (i) outside of the Seller’s control and (ii) after customer assumes full responsibility of 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 meansthan 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 product from a customer’s office. Should 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, to duly consider authorisation:

• account number;
• invoice number;
• reason for return;
• return quantity;
• 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. How to Log a Return

7.1 Contact DSV’s Customer Care division on 0860 00 0443 (option 2) or email ZA.S.ACDCreditRetur@za.dsv.com in order for the Agents to log the returns request.
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
7.2 Once your request has been captured, you will be assigned a returns number which will be your reference number for the return.
7.3 Authorisation ofreturn will be approved or denied, by Soflens, within 7 working days ofreceiving a request from DSV.
7.4 The call centre agent at DSV will action the return according to the feedback received from Soflens.
7.5 If the return was authorised, the agent will log the collection to the carrier to collect stock.

NOTE: Authorisation of a return does not constitute acceptance or acknowledgement of eligibility for credit. Authorised returns must be received by DSV within thirty (30) days of authorisation for credit consideration.

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.

NOTE: All payments must be made in full according to the agreed terms of sale, even if a returns claim is under review. Customers are not permitted to deduct any pending claim amounts from their payments or statements. Any unauthorized deductions can result in the account being placed on hold or blocked until the credit is officially processed and the matter is resolved. Once the claim is approved, any applicable credit or refund will be issued.

8. 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.