Returns, Refunds and Exchanges

We aim to make returns and refunds as straightforward as possible whilst ensuring compliance with applicable consumer legislation and maintaining product safety standards.

Contact Lens Returns

Eligible Returns

We will provide a refund, replacement or other appropriate remedy where:

• Contact lenses have been supplied incorrectly.
• Contact lenses are supplied damaged or defective.
• Goods are received in an unsatisfactory condition.
• Goods are returned in accordance with your statutory rights.

Coloured and Toric Contact Lenses

Opened coloured contact lenses cannot be returned simply because the colour is unsuitable.

Toric contact lenses, used to correct astigmatism, cannot be returned solely because the prescription ordered is unsuitable for the customer unless the lenses are found to be faulty or have been supplied incorrectly.

This does not affect your statutory rights where goods are defective or incorrectly supplied.

Faulty Contact Lenses

If you believe a contact lens is faulty, please contact Customer Support as soon as possible.

Where possible, please retain:

• The affected lens, if available
• The blister pack
• Outer packaging
• Batch details

We may request these items to facilitate investigation with the manufacturer.

Where a fault is confirmed, we will provide a replacement, refund or other appropriate remedy.

Goods Returned as Undeliverable

If products are returned to us as undeliverable, we will attempt to contact you using the details provided with your order.

If we do not receive a response within a reasonable period and, in any event, within 30 days of the goods being returned to us, a refund may be issued in accordance with our Terms and Conditions.

Prescription Glasses and Spectacles

Valid Prescription Required

Prescription glasses can only be supplied where a valid and current prescription has been provided.

Customers are responsible for ensuring that the prescription details entered during the ordering process accurately reflect the prescription issued by their eye care professional.

Prescription Glasses Returns

Prescription glasses are custom-made to your individual prescription and frame selection and are therefore considered personalised goods.

Once manufacture has commenced, prescription glasses cannot normally be cancelled or returned simply because you have changed your mind.

Incorrect, Faulty or Damaged Spectacles

If your spectacles:

• Have been supplied incorrectly
• Do not correspond with the prescription details submitted
• Are damaged on arrival
• Contain a manufacturing defect

Please contact Customer Support as soon as possible.

Where an error or manufacturing fault is confirmed, we will arrange an appropriate remedy, which may include repair, replacement or refund depending on the circumstances.

Adapting to a New Prescription

It is common for some customers to experience a short adaptation period when changing to a new prescription.

If you experience persistent difficulties with your new spectacles, please contact Customer Support so that the issue can be investigated and the most appropriate resolution determined.

Your Right to Cancel

Under the Consumer Contracts Regulations, you may cancel most eligible orders within 14 days of receiving your goods.

To qualify for a refund under these rights, products must generally be returned:

• Unused
• In their original condition
• Suitable for resale

This cancellation right does not apply to personalised goods, including prescription spectacles, once manufacture has commenced, except where goods are faulty, damaged or supplied incorrectly.

Refunds

Refunds will be issued to the original payment method used for the purchase.

Refunds are generally limited to the value of the products returned and do not normally include delivery charges already incurred, except where required by law.

Where:

• Only part of an order is returned; or
• Products have clearly been used beyond what would be reasonably expected to inspect them,

we reserve the right to make an appropriate deduction from any refund in accordance with our Terms and Conditions and applicable consumer legislation.

Once a refund has been processed, funds will typically appear within 3–5 working days, although some payment providers and card issuers may take up to 15 working days to complete processing.

How to Return an Item

Before returning any goods, please contact Customer Support to obtain a Returns Merchandise Authorisation, or RMA, number.

When requesting an RMA, please provide:

• Your order number
• The items you wish to return
• The reason for the return

Items returned without an RMA number may delay processing and may not be eligible for refund, repair or replacement.

Our Customer Support team will provide instructions on the correct return procedure and advise whether any return label options are available.

Contacting Customer Support

If you require assistance with a return, refund, replacement or product issue, please contact our Customer Support team who will be happy to assist.

Statutory Rights

Nothing in this policy affects your statutory rights under applicable consumer protection legislation.