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Returns & Refunds
If your prescription changes
If you go for an eye check and your prescription has changed, just return any leftover lenses, unopened and in their original, undamaged box and we’ll refund your money – provided it’s within three months of you buying the lenses. We will make the reimbursement without undue delay, and not later than 14 days after the day we receive back from you the returned products. Naturally, we’ll be happy to supply replacement lenses to your new prescription.
If we ever get it wrong
If the products you receive are different to the ones you were expecting, or somehow damaged in transit, simply return them to us. We can then supply the products you wanted (if the cost is less, we’ll refund the difference; if it’s higher, we’ll amend your invoice accordingly). If you prefer, return the order and we’ll refund your money.
If you're just not happy
If it turns out that you receive your order and you’re just not happy with it for any reason, you may return it to us within 14 days without giving any reason and full refund on all the products, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least ex-pensive type of standard delivery offered by us).
We are happy to cancel any order that has not yet dispatched. If you realise that you’ve ordered something in error and would like to amend or cancel it please email our customer service team immediately: firstname.lastname@example.org
How long will it take to process my refund? All refunds we will make without undue delay, and not later than:
- 14 days after the day we receive back from you any goods supplied, or
- (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
- if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.