Refund Policy
A legal disclaimer
Returns, Refunds, and Cancellation Policy (UK)
1. Statutory Rights (The Consumer Rights Act 2015)
We are under a legal duty to supply goods that are in conformity with the contract. Under the Consumer Rights Act 2015, all products must be:
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Satisfactory quality (not faulty or damaged).
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Fit for the purpose for which they are supplied.
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As described (match the description, model, or sample shown).
Faulty Goods: If any product is found to be faulty, not fit for purpose, or not as described:
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Within 30 days of receipt: You have the legal right to a full refund.
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After 30 days but within 6 months: You are entitled to a repair or replacement. If this is unsuccessful, you may be entitled to a full refund or a price reduction.
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After 6 months: You must prove that the product was faulty at the time of delivery.
2. The Right to Cancel (Consumer Contracts Regulations 2013)
For non-custom items purchased online (e.g., non-prescription sunglasses, accessories), you have a right to cancel your order and receive a full refund, known as the 'cooling-off period'.
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Cancellation Period: This period starts the moment you place your order and ends 14 days from the day you receive the goods.
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Return Period: Once you notify us of your cancellation, you have a further 14 days to return the goods.
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Refund: We must refund you within 14 days of receiving the returned goods (or receiving evidence that you have shipped them back). We will refund the cost of the goods and the standard outgoing delivery charge.
3. EXEMPTION: Prescription Spectacles (Custom-Made Goods)
IMPORTANT: Prescription spectacles are custom-made goods that are manufactured specifically to your individual prescription and measurements (a service known as 'dispensing').
In accordance with Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the right to cancel the contract does not apply to the supply of goods that are clearly personalised or custom-made.
4. Who Pays for Return Postage?
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Faulty Goods: If the item is faulty, we will refund the reasonable cost of return postage. We may provide a pre-paid returns label.
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Change of Mind (Non-Custom Items) or Goodwill Returns (Spectacles): You are responsible for the cost and risk of returning the goods. We recommend using a tracked service.
Age Restriction Notice
Under the terms of the General Optical Council (GOC) and professional dispensing best practice, we impose an age restriction on all sales of prescription spectacles to ensure the safety of our customers.
1. Minimum Age
You must be 16 years of age or older to purchase prescription spectacles from this website.
2. Consent and Confirmation
By placing an order for prescription spectacles, you confirm that:
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You are aged 16 or over.
3. Right to Cancel Due to Age
If we reasonably believe that the customer is under the age of 16 and is ordering prescription goods, we reserve the right to cancel the order immediately and issue a full refund.